Service Desk Analyst

Job description

Job responsibilities

Please see Job Description and Personal Specification for full details of main responsibilities.

Inclusive Recruitment & Selection

We are committed to being an inclusive employer and accurate data capture is an important part of that to ensure we are supportive and representative. Our aim is to ensure that all applicants can see themselves in the available categories on our application form, but we recognise that some of our data capture fields are not inclusive. We have flagged this with our system provider to ask for change.

We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager: Catherine.Gilbert7@nhs.net

We are continually reviewing our recruitment & selection process to support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity, and Inclusion. If you have any ideas for improvement, please get in touch with Catherine Gilbert at Catherine.Gilbert7@nhs.net

Trust Values

The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:

• Compassion leading by kindness and showing empathy, understanding and respect
• Accountability striving to do the right thing and owning responsibility
• Respect value differences, tackling inequality and fostering a culture of inclusion
• Excellence delivering a high-quality standard of care

Person Specification

Qualifications & Training

Essential

• Educated to GCSE Level (A-C) or equivalent in Maths and English.
• ITIL qualification or relevant technical or professional qualifications or equivalent experience

Experience

Essential

• Experience delivering a relevant 1st Line support position within an ITIL based Service Desk function
• Experience using a call logging, Service Desk or similar application to record information.
• Experience using and troubleshooting Microsoft based desktop and laptop environments
• Experience supporting Users on both hardware and software applications under pressure
• Experience working in an ICT Service Management environment.
• Active Directory administration.

Desirable

• Experience of working in the NHS or other public sector environment
• Experience of ITIL Service management processes.
• Experience in Incident Trending and analysis.

Knowledge & Skills

Essential

• Customer service skills
• Good degree of IT literacy
• Strong knowledge of Microsoft based operating systems with emphasis on Windows technologies (Including Windows 10)
• Knowledge of Microsoft Active Directory
• Understanding of PC hardware set-up and configurations.
• Troubleshooting knowledge of other end user devices (eg Printers, Fax, Dongles, Mobiles, Tablets, etc...)
• Remote control support tools
• Device Encryption (Computer, USB or CD/DVD)
• Windows Event Logs
• Excellent telephone manner and face to face communication skills.
• Excellent analytical and problem solving skills.

Desirable

• Groupwise email
• Novell NDS and file systems
• Kaspersky Anti-Virus
• Clinical systems support

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Sheffield Children’s NHS Foundation Trust

Address

Sheffield Children's Hospital

5 - 7 Clarkson Street

Sheffield

S10 2TH

Employer's website

https://www.sheffieldchildrens.nhs.uk/ (Opens in a new tab)