Job summary
Are you an experienced service desk analyst looking for an exciting opportunity to be at the forefront of digital change in healthcare? Look no further! We are a friendly team currently seeking a service desk analyst to join our established service desk at an acute hospital within the NHS. In this role, you will have the unique opportunity to provide excellent customer support to clinical and non-clinical staff.
Main duties of the job
The post holder will be required to work as part of the service desk team under the direction of the Service Desk Supervisor. The post holder will take specific responsibility for the day to day operation of the ICT Department's Service Desk providing telephone support, face to face support and support via email to all users during the hours 8.00 am to 5.00 pm (Monday to Friday). The post holder may be required to participate in On-call out of hour's rotation.
About us
At Dorset County Hospital (DCH) we aspire to providing outstanding care for people in ways which matter to them. Our trust strategy is focussed on three strategic goals: People, Place, and Partnership. It signals our intention to truly value our staff. Our people are our most important asset, and we want them to feel valued, welcomed, respected, they belong and matter. We recognise the link between high levels of staff satisfaction and improving patient experience and outcomes.
We are a Trust that celebrates diversity, and we are committed to creating an inclusive environment for all employees. Dorset County Hospital has a number of employees from overseas delivering high quality services and we recognise the value of diversity in leadership. We would welcome applications from people in groups which are under-represented at Board level.
Job description
Job responsibilities
- The post holder will follow published procedures and guidance for DCHFT computer and network systems and be expected to contribute to these as systems develop or get replaced.
- The post holder will provide first and second line telephone/remote/face to face/email support to all users of computer and data services provided by DCHFT.
- The post holder will provide back-office support as appropriate for all users of DCHFT computer and data services.
Job description
Job responsibilities
- The post holder will follow published procedures and guidance for DCHFT computer and network systems and be expected to contribute to these as systems develop or get replaced.
- The post holder will provide first and second line telephone/remote/face to face/email support to all users of computer and data services provided by DCHFT.
- The post holder will provide back-office support as appropriate for all users of DCHFT computer and data services.
Person Specification
EDUCATION, QUALIFICATIONS & TR
Essential
- 5 x GCSEs (must have English and Mathematics)
Desirable
- ITIL, ICT Key Skills level 2 or equivalent
EXPERIENCE
Essential
- Knowledge of MS Office products
- Customer service experience
Desirable
- Some experience of working in a digital environment
SKILLS & COMPETENCIES
Essential
- Effective oral and written communication skills.
- Analytical and problem-solving skills
- Ability to follow processes effectively to see complex tasks through to completion
- Working knowledge of the Data Protection Act and GDPR, including its implementation.
- Demonstrable capability to maintain a customer service focus whilst carrying out routine operational duties
- Advanced keyboard skills
- Excellent organisational skills in order to prioritise own workload
- Protection Act and GDPR, including its implementation
- Ability to establish relationships, maintain contact and communicate effectively with people from a wide variety of backgrounds and with people at all levels in the organisation.
Person Specification
EDUCATION, QUALIFICATIONS & TR
Essential
- 5 x GCSEs (must have English and Mathematics)
Desirable
- ITIL, ICT Key Skills level 2 or equivalent
EXPERIENCE
Essential
- Knowledge of MS Office products
- Customer service experience
Desirable
- Some experience of working in a digital environment
SKILLS & COMPETENCIES
Essential
- Effective oral and written communication skills.
- Analytical and problem-solving skills
- Ability to follow processes effectively to see complex tasks through to completion
- Working knowledge of the Data Protection Act and GDPR, including its implementation.
- Demonstrable capability to maintain a customer service focus whilst carrying out routine operational duties
- Advanced keyboard skills
- Excellent organisational skills in order to prioritise own workload
- Protection Act and GDPR, including its implementation
- Ability to establish relationships, maintain contact and communicate effectively with people from a wide variety of backgrounds and with people at all levels in the organisation.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
