IT Service Desk Analyst

Lancashire Teaching Hospitals NHS Foundation Trust

This job is now closed

Job summary

Are you passionate about IT and user experience? Do you thrive on helping others, tackling challenges? If that resonates with you, we'd love for you to consider joining our team as a Service Desk Analyst.

We're on the hunt for an individual who not only has top-notch communication skills and a natural ability to stay organised but also possess a genuine dedication to customer service.

You will be required to triage IT related issues and process service requests received via phone, IT self-service portal and email, following agreed processes and procedures. Troubleshoot service issues and resolve upon first contact wherever possible. Accurately record and document all details of the service issue or service request into the Service Desk database, including categorisation and priority.

Knowledge of Microsoft Office products is essential. Experience in a hospital environment would be beneficial but not essential.

Main duties of the job

The main purpose of the IT Service Desk team is to provide 1st line IT support by focusing on triaging calls and providing 1st time fixes to IT related issues across the trust.

The IT Service Desk Analyst is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service), queries and problems, including directing requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting of user's details, problems and resolutions and other pertinent information in the log.

You will be expected to proactively manage targets, ensure effective and efficient responses in a high call volume environment, and contribute to increasing the delivery of first-line fixes.

You are also expected to be an excellent communicator who can support our users in a friendly and open manner. Most importantly, you will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.

About us

We have 10000 fantastic people working hard to deliver quality services to our patients. Whatever your role, you help look after 370,000 people in our local area & give specialist care to 1.5 million people across Lancashire & Cumbria.

Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns.

You'll have access to varied development opportunities, learn new skills, meet fab people & do things you'd never have done. You'll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path.

You'll make an impact, be challenged to think differently, be bold & help innovate to keep improving things. Everything we do centres around patient care and enhancing their experience which means your role is pivotal and something really to be proud of.

Date posted

28 February 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year Per annum, pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

438-PB1342

Job locations

Royal Preston Hospital

Sharoe Green Lane

Preston

PR2 9HT

Job description

Job responsibilities

Communicate effectively and professionally with staff at all levels
Provide 1st line IT support by focusing on triaging calls and providing 1st time fixes to IT related issues across the trust
To provide support to standard and non-standard Trust software applications.
Liaise with external suppliers on third party incident issues.
To be responsible for the escalation to third line support
To provide high levels of customer care and satisfaction.
To provide supporting documentation for the departmental operational procedures and knowledge base items as appropriate
To report and action all Severity 1/2 incidents to the incident escalation procedure.
Liaise with other local support and/or development teams obtaining advice and/or providing solutions on IM&T technical issues.
To be involved with specific IM&T roll-outs or projects which need Service Support
To readily share IM&T knowledge, provide assistance, help colleagues with IT related issues.
Be responsible for own personal educational, keeping up to date with emerging IM&T technologies and infrastructures, changes to IM&T best practices, to ensure highest possible standards of work
Participate in Departmental reviews, ensuring highest possible standards of work.
Make changes in own practice and offer suggestions for improving services
Adhere to the approved Standard Operating Procedures used in the Department and Trust
Comply with legislation, policies and procedures
Participate in audit and review processes
Use and maintain resources efficiently and effectively.

Job description

Job responsibilities

Communicate effectively and professionally with staff at all levels
Provide 1st line IT support by focusing on triaging calls and providing 1st time fixes to IT related issues across the trust
To provide support to standard and non-standard Trust software applications.
Liaise with external suppliers on third party incident issues.
To be responsible for the escalation to third line support
To provide high levels of customer care and satisfaction.
To provide supporting documentation for the departmental operational procedures and knowledge base items as appropriate
To report and action all Severity 1/2 incidents to the incident escalation procedure.
Liaise with other local support and/or development teams obtaining advice and/or providing solutions on IM&T technical issues.
To be involved with specific IM&T roll-outs or projects which need Service Support
To readily share IM&T knowledge, provide assistance, help colleagues with IT related issues.
Be responsible for own personal educational, keeping up to date with emerging IM&T technologies and infrastructures, changes to IM&T best practices, to ensure highest possible standards of work
Participate in Departmental reviews, ensuring highest possible standards of work.
Make changes in own practice and offer suggestions for improving services
Adhere to the approved Standard Operating Procedures used in the Department and Trust
Comply with legislation, policies and procedures
Participate in audit and review processes
Use and maintain resources efficiently and effectively.

Person Specification

Qualifications

Essential

Good general education - 3 GCSEs or equivalent including English

Desirable

ITIL Foundation Customer Service Certificate

Knowledge

Essential

Previous experience in an IT support role
Detailed knowledge of MS Office
Experience in a customer focused environment

Desirable

Operational experience of IT Trust Systems
Knowledge of an Acute Hospital Site

Person Specification

Qualifications

Essential

Good general education - 3 GCSEs or equivalent including English

Desirable

ITIL Foundation Customer Service Certificate

Knowledge

Essential

Previous experience in an IT support role
Detailed knowledge of MS Office
Experience in a customer focused environment

Desirable

Operational experience of IT Trust Systems
Knowledge of an Acute Hospital Site

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.