Trainee Service Desk Analyst

Job description

Job responsibilities

1. Under supervision, providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers

2. Work as a part of the Service Desk function by working as an effective interface between the business and support teams

3. Supporting over 3750 customers, over 7000 technical hardware and ensuing a team effort of a 70% first time fix for approximately 4000 calls a month

4. Under supervision detecting, recording, classifying, prioritising all IT incidents and tasks, and escalating calls to an IT Service Desk Analyst where required

5. Under supervision recording allocated IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards

6. With guidance classifying calls accurately with the information provided and prioritise in line with the Service Level Agreement

7. With guidance, responsible for maintaining data quality\integrity of the Digital Services call management system

8. Communicate with customers to investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of incidents such as hardware, software, application, and network incidents with the objective of restoring normal service as quickly as possible, or escalate for further support where needed

9. Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services following agreed procedures

10. Under supervision provide advice and support for how to queries from customers

11. Monitoring and tracking incidents, escalating where necessary hieratical or functionally

12. With support, installing and configuring desktop software

13. Under supervision, administering IT accounts and system privileges in accordance with the security policy

14. Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date

15. Follow best practice guidance and standard operating procedures for the safe use of IT equipment, software installs, configuration and maintenance

16. Other Service Desk activities, as directed, to continuously improve service and strive for best practice

17. Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding

18. Presenting a positive image of Digital Services at all times and comply with all relevant trust Policies

Person Specification

Qualifications

Essential

• Willing to work towards an IT related apprenticeship qualification at NVQ Level 2

Experience

Essential

• Working knowledge of Microsoft Office 2010
• Working knowledge of Microsoft Operating System Windows 10
• Experience of working effectively as a team

Desirable

• An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
• Experience of working within a call centre, Information Technology Department, Service Desk environment or equivalent
• Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers

Skills, Abilities and Knowledge

Essential

• Standard keyboard skills (RSA 2 typing/word processing or equivalent experience)
• Good problem solving skills
• A logical approach to problem solving and exercising good judgement
• Good attention to detail

Communication

Essential

• Good communications skills (verbally and written)
• Good customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers

Desirable

• Professional and calm approach at all times, particularly when dealing with difficult situations
• Good customer relationship management skills, enabling customer confidence and empowerment

Personal and People Development

Essential

• Previous experience working as part of a team
• Self-motivated
• 'Will do/ can do' attitude
• Flexible with working hours where it is demanded by the role

Personal Attributes / Behaviours

Essential

• Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

Other

Essential

• Able to communicate effectively using the English language

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.

Employer details

Employer name

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

Employer's website

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