Bradford District Care NHS Foundation Trust

Service Desk Analyst

This job is now closed

Job summary

Working within a Service Management Framework as part of the Digital Service Team you will provide first and second line fault finding services and IT resolutions. The remit of the Digital Service department covers desktop PCs; Laptops; desk phones; mobile phones and underlying infrastructure.

Your customer service skills are of equal importance to your technical knowledge as you will be required to provide direct customer support both over the telephone and in person.

You will support the Service Desk Lead to ensure high levels of customer service are achieved and maintained and that the Service Level Agreements are met.

The role is 36 hours per week on a shift basis from Monday to Friday, excluding bank holidays. Flexibility to cover shifts between 08:00 and 17:00.

Closing date: 19th April 2024Shortlisting: w/c 22nd April 2024Interview date TBC

Main duties of the job

Resolving tickets at first point of contact wherever possible/appropriate or assigning to the relevant team queue for completion.
Identification and escalation of high priority/urgent issues to relevant personnel.
Incident & Problem Management
Accurately recording information from customers, providing sufficient information for timely completion of incidents and requests.
Liaising with other teams within Informatics as required, including IT, Clinical Systems Support, Systems Development, Web Development and Training.
Compliance with Trust policies including Information Governance, Data Protection and IT Security while ensuring that users of Trust equipment and systems do the same.
Providing communication to customers throughout the lifecycle of active tickets.
Working from existing knowledge base articles and contributing content where appropriate.
Managing the appropriate support queue in the Service Desk Incident Management system
Assist the Service Desk Lead, Network and Infrastructure Managers as required to produce and maintain documentation
Ensure that any Desktop or Laptop that is attended has the appropriate settings and that these are functioning correctly
To be aware of and ensure that users are where possible forced to comply with the Trusts policies with regards to security.
Assist the Service Desk Lead as required to support deployment of equipment as required
Assist with mobile phone management through use of their online portal

About us

Everything we do is underpinned by our core values: -

We Care - We act with respect and empathy, and always value difference

We Listen - We understand people's views and respond to their individual needs

We Deliver - We develop and provide excellent services and support our partners

We will consider a variety of flexible working arrangements to enable staff to balance their work and home lives and support staff by offering a fantastic range of benefits including :

Increase mileage rates for > 3500

A wide range of health and wellbeing support packages

A range of internal and external development and learning opportunities

Plus many more.

We are also proud to pledge our support to the Armed Forces and hold a Bronze Award in the Defence Employer Recognition Scheme.

BDCFT is dedicated to environmental and social sustainability by delivering on the commitments within our Green Plan. All staff are actively encouraged and supported to participate in training and to identify and implement sustainable quality improvement across all service areas and activities.

The Trust reserves the right to close this position early if a significant number of applications are received.

Date posted

05 April 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

Part-time

Reference number

453-24-6032956

Job locations

Bradford District Care NHS Foundation Trust New Mill, Victoria Road, Saltaire, Bradford. BD18 3LD

Saltaire

BD18 3LD

Job description

Job responsibilities

Please read the attached Job description and person specification for further details about this role.

Job description

Job responsibilities

Please read the attached Job description and person specification for further details about this role.

Person Specification

Qualifications

Essential

GCSE or equivalent passes in English & Maths
A Level or Diploma in IT/Telecoms/Cloud/Software Engineering

Desirable

ITIL Foundation
Foundation degree level qualification in an IT relevant subject
Customer Service qualification

Experience

Essential

Proven experience of supporting internal customers with IT incidents.
Proven ability to understand user's requirements and diagnose problems
Proven ability to use remote control software.
Proven experience of using a formal call logging tool.
Experience of working in an internal Customer facing Service Desk, dealing with face to face as well as remote clients.
Technical knowledge and experience using IT systems and applications including but not limited to Windows 7/10/11.
Experience and knowledge in using handheld and mobile devices.

Desirable

NHS IT Service Desk Experience.
Customer service experience in an equivalent role
Service desk tool knowledge and experience
Knowledge of using Hornbill
Experience of using remote desktop tools

Person Specification

Qualifications

Essential

GCSE or equivalent passes in English & Maths
A Level or Diploma in IT/Telecoms/Cloud/Software Engineering

Desirable

ITIL Foundation
Foundation degree level qualification in an IT relevant subject
Customer Service qualification

Experience

Essential

Proven experience of supporting internal customers with IT incidents.
Proven ability to understand user's requirements and diagnose problems
Proven ability to use remote control software.
Proven experience of using a formal call logging tool.
Experience of working in an internal Customer facing Service Desk, dealing with face to face as well as remote clients.
Technical knowledge and experience using IT systems and applications including but not limited to Windows 7/10/11.
Experience and knowledge in using handheld and mobile devices.

Desirable

NHS IT Service Desk Experience.
Customer service experience in an equivalent role
Service desk tool knowledge and experience
Knowledge of using Hornbill
Experience of using remote desktop tools

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).

Additional information

Disclosure and Barring Service Check

Certificate of Sponsorship

Employer details

Employer name

Bradford District Care NHS Foundation Trust

Address

Bradford District Care NHS Foundation Trust New Mill, Victoria Road, Saltaire, Bradford. BD18 3LD

Saltaire

BD18 3LD

Employer's website

https://www.bdct.nhs.uk/current-vacancies/ (Opens in a new tab)

Employer details

Employer name

Bradford District Care NHS Foundation Trust

Address

Bradford District Care NHS Foundation Trust New Mill, Victoria Road, Saltaire, Bradford. BD18 3LD

Saltaire

BD18 3LD

Employer's website

https://www.bdct.nhs.uk/current-vacancies/ (Opens in a new tab)