Job summary
NHS South Yorkshire are looking for an enthusiastic self-motivated, Service Desk Analyst to join our team.
The role encompasses supporting customers via telephone, self-service portal and provision of remote access first time fixes.
Working alongside colleagues within, technology and the wider DDaT function, you will be the first point of contact for GP Practice Staff and Corporate users. The role is central to provision of a high performing friendly and professional customer driven service.
Main duties of the job
Customer communication via Telephone and Self Service Portal. Monitoring
of these channels to ensure ticket progression including response and resolution
within a timely manner.
Recording of accurate and concise information within the ITSM systems.
Ensuring correct allocation to resolver teams where provision of a first fix is
not possible.
Escalation of incidents impacting
on service provision to appropriate management. Correct prioritisation of
workload is paramount to this role.
Strong problem solving
skills are required to ensure success at this role whilst working alongside
colleagues to share and acquire knowledge within the wider technology team.
About us
NHS South Yorkshire Integrated Care Board oversees health
and social care for a population of 1.4m people. Working through our four places, Barnsley, Doncaster, Rotherham, and Sheffield, we are building on the
strengths, capacity and knowledge of all those directly involved with our local
communities to deliver our four key aims of Improving outcomes in
population health and healthcare; Tackling inequalities in outcomes, experience
and access; Enhancing productivity and value for money; and Helping the NHS
support broader social and economic development.
Our near 1,000 staff are committed to addressing the broader
health, public health, and social care needs of the population across South
Yorkshire through our values of One Team, Empowered and Innovative. We work as a key partner with the
Integrated Care Partnership (ICP) of health and care providers within the South
Yorkshire Integrated Care System (ICS) to collectively deliver health and care
services that meet the needs of the local population. In total there are 186 GP
practices in the region, 72,000 health and social care professionals working
across seven NHS trusts and four local authorities, and a further 6,000
voluntary, community and social enterprise sector (VCSE) organisations. We work
alongside all these colleagues through local councils, our VCSE
partners and other partners to address health inequalities and wider
determinants of health in South Yorkshire.
Job description
Job responsibilities
A service desk analyst acts as first-line support and therefore directly interacts with service users and aims to resolve their queries/requests at the first point of contact via telephone and electronic communication, in line with the agreed service level agreement. The post holder will log issues and incidents and identify when to escalate to second-line support or the Service Desk Manager. This customer facing role aims to achieve a satisfying outcome for service users and must therefore demonstrate empathy and have a technical awareness of a variety of digital tools, products and services.
Key duties include:
- Provide IT technical support and request fulfilment to ICB staff, GP Practices and other organisations
- Communicate effectively and efficiently with customers, by phone, email and any other relevant medium
- Provide customer care, by taking ownership of incidents and service requests through to a satisfactory conclusion
- Maintain the IT services SLA and KPIs
- Be responsible for all IT support related tasks assigned to the IT Service Desk function
- Maintain Service Desk availability and responsiveness ensuring the service is covered at all times
Job description
Job responsibilities
A service desk analyst acts as first-line support and therefore directly interacts with service users and aims to resolve their queries/requests at the first point of contact via telephone and electronic communication, in line with the agreed service level agreement. The post holder will log issues and incidents and identify when to escalate to second-line support or the Service Desk Manager. This customer facing role aims to achieve a satisfying outcome for service users and must therefore demonstrate empathy and have a technical awareness of a variety of digital tools, products and services.
Key duties include:
- Provide IT technical support and request fulfilment to ICB staff, GP Practices and other organisations
- Communicate effectively and efficiently with customers, by phone, email and any other relevant medium
- Provide customer care, by taking ownership of incidents and service requests through to a satisfactory conclusion
- Maintain the IT services SLA and KPIs
- Be responsible for all IT support related tasks assigned to the IT Service Desk function
- Maintain Service Desk availability and responsiveness ensuring the service is covered at all times
Person Specification
Skills and Competencies
Essential
- Must be able to communicate effectively via a number of mediums, i.e. over the telephone, email or face to face, and in some instances work with customers that are dissatisfied with their service, therefore ability to provide empathy is essential.
- Problem solving skills and ability to respond to sudden unexpected demands.
- Remain confidential at all times when dealing with sensitive information.
Experience
Essential
- Experience of Service Desk and Desktop Support or an interest in Information Technology, with aspirations to progress into an IT based career.
- Requires an aptitude to quickly develop a practical understanding of a technical area/discipline.
- Evidence/willingness of continuing professional development.
Qualifications
Essential
- Educated to NVQ level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Desirable
Knowledge and Skills
Essential
- Knowledge and troubleshooting skills in desktop and networking infrastructure technologies in a Microsoft environment including supporting Windows, MS Office and standard software.
- Good written and verbal communication skills including an ability to communicate technical points at a user level and a good telephone manner.
- Needs to have a thorough understanding of and commitment to equality of opportunity.
Attributes
Essential
- Used to working in a busy environment.
- Adaptability, flexibility and ability to cope with uncertainty and change.
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions.
- Professional calm and efficient manner.
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
- Completer/Finisher.
- Ability to travel independently to a variety of locations.
- Frequent concentration required where work pattern is unpredictable.
Physical Skills
Essential
- Working knowledge of Microsoft systems and with intermediate keyboard skills.
Person Specification
Skills and Competencies
Essential
- Must be able to communicate effectively via a number of mediums, i.e. over the telephone, email or face to face, and in some instances work with customers that are dissatisfied with their service, therefore ability to provide empathy is essential.
- Problem solving skills and ability to respond to sudden unexpected demands.
- Remain confidential at all times when dealing with sensitive information.
Experience
Essential
- Experience of Service Desk and Desktop Support or an interest in Information Technology, with aspirations to progress into an IT based career.
- Requires an aptitude to quickly develop a practical understanding of a technical area/discipline.
- Evidence/willingness of continuing professional development.
Qualifications
Essential
- Educated to NVQ level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Desirable
Knowledge and Skills
Essential
- Knowledge and troubleshooting skills in desktop and networking infrastructure technologies in a Microsoft environment including supporting Windows, MS Office and standard software.
- Good written and verbal communication skills including an ability to communicate technical points at a user level and a good telephone manner.
- Needs to have a thorough understanding of and commitment to equality of opportunity.
Attributes
Essential
- Used to working in a busy environment.
- Adaptability, flexibility and ability to cope with uncertainty and change.
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions.
- Professional calm and efficient manner.
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
- Completer/Finisher.
- Ability to travel independently to a variety of locations.
- Frequent concentration required where work pattern is unpredictable.
Physical Skills
Essential
- Working knowledge of Microsoft systems and with intermediate keyboard skills.