Job summary
Bank Service Desk Analyst band 4
We are looking for an experienced Service Desk Analyst band 4 to join our team of bank workers to work at The Hillingdon Hospital NHS Trust.
The post holder will work as part of a multidisciplinary team providing first line and remote system support for both hardware, software and telecoms related issues for staff throughout Hillingdon and Mount Vernon NHS Hospitals. The role requires excellent communication, interpersonal skills and a proven level of technical knowledge of hardware and software applications.
The role requires a high degree of autonomy and self-management as the post holder will be required to work without direct supervision or support during the Service Desk hours of operation. The post holder will also be required to support other Service Desk Analysts in the resolution of complex queries.
Please note: working pattern is Mon -Fri 9am-5pm, no remote working and must be available to work both sites at Hillingdon main/Mount vernon Hospitals.
Closing date can be subject to change and may close earlier.
Main duties of the job
Key Responsibilities:
- Provide advanced first 'point of contact' support for the ICT Service Desk, analysing and logging all requests in the Service Desk system to a standard consistent with agreed management procedures.
- Ensure that all work details are logged in the Service Desk incident management system in line with agreed incident, problem & change management procedures; maintaining accurate records of actions and status of incidents and updating affected users.
- Assist the Service Desk Manager when not on duty in ensuring the provision of the service to meet the needs of customers.
- Propose changes to end user systems (i.e. hardware or software) in order to improve the ICT Department's service to its customers.
- Monitor Application Interfaces, in accordance with agreed Service Desk management arrangements.
- Enable remote network access for staff following Standard Operating Procedures (SOPs), registering access using the Service Desk system.
About us
The Hillingdon Hospitals NHS Foundation Trust is the only acute hospital in the London Borough of Hillingdon and offers a wide range of services including accident and emergency, inpatient care, day surgery, outpatient clinics and maternity services. The Trust's services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit and outpatient clinics.
Our staff are real superstars; how they have responded to the challenge of the COVID-19 pandemic was amazing and reflects our values - which guide our decisions, our teamwork, how we support our people and how we deliver our patient care.
Job description
Job responsibilities
Job summary
The post holder will work as part of a multidisciplinary team providing first line and remote system support for both hardware, software and telecoms related issues for staff throughout Hillingdon and Mount Vernon NHS Hospitals. The role requires excellent communication, interpersonal skills and a proven level of technical knowledge of hardware and software applications.
The role requires a high degree of autonomy and self-management as the post holder will be required to work without direct supervision or support during the Service Desk hours of operation. The post holder will also be required to support other Service Desk Analysts in the resolution of complex queries.
Job description
Job responsibilities
Job summary
The post holder will work as part of a multidisciplinary team providing first line and remote system support for both hardware, software and telecoms related issues for staff throughout Hillingdon and Mount Vernon NHS Hospitals. The role requires excellent communication, interpersonal skills and a proven level of technical knowledge of hardware and software applications.
The role requires a high degree of autonomy and self-management as the post holder will be required to work without direct supervision or support during the Service Desk hours of operation. The post holder will also be required to support other Service Desk Analysts in the resolution of complex queries.
Person Specification
Essential & Desirable
Essential
- Educated to Degree Level or significant experience providing technical support in a customer focused IT service management environment.
- Good knowledge of PC Hardware, Software and peripherals to include
- Microsoft operating systems (Windows 10).
- Anti-Virus software
- SCCM Remote Control or equivalent remote desktop software
- TOPdesk or similar Service Desk ITSM product.
- Broad awareness of networks, servers and telecoms
- Experience delivering customer services, ideally in an IT Service Desk
- Experience using a call logging, Service Desk or similar application to record information
- 1 year + experience working on a Service Desk
- Ability to positively interact with all types of end-users including senior management and clinicians
- Advanced problem solving skills
- Ability to develop high quality documentation such as training materials for service users and SOPs
- Ability to work as part of a team.
- Ability to work independently and make informed decisions as to criticality of incident and whether to invoke call-out procedure.
Desirable
- Ability to lift IT equipment.
- Knowledge of IT Service Management processes.
- ITIL certification to foundation level or standard industry technical certifications.
Person Specification
Essential & Desirable
Essential
- Educated to Degree Level or significant experience providing technical support in a customer focused IT service management environment.
- Good knowledge of PC Hardware, Software and peripherals to include
- Microsoft operating systems (Windows 10).
- Anti-Virus software
- SCCM Remote Control or equivalent remote desktop software
- TOPdesk or similar Service Desk ITSM product.
- Broad awareness of networks, servers and telecoms
- Experience delivering customer services, ideally in an IT Service Desk
- Experience using a call logging, Service Desk or similar application to record information
- 1 year + experience working on a Service Desk
- Ability to positively interact with all types of end-users including senior management and clinicians
- Advanced problem solving skills
- Ability to develop high quality documentation such as training materials for service users and SOPs
- Ability to work as part of a team.
- Ability to work independently and make informed decisions as to criticality of incident and whether to invoke call-out procedure.
Desirable
- Ability to lift IT equipment.
- Knowledge of IT Service Management processes.
- ITIL certification to foundation level or standard industry technical certifications.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
