NHS North Of England Commissioning Support Unit

Service Desk Analyst

This job is now closed

Job summary

Are you passionate about providing good customer service and experienced in providing IT Support to a wide-ranging customer base?

The NECS ICT Service Desk is looking to recruit a service desk analyst to provide first line support to its growing customer base.

Working shifts between 7:00 and 20:30 Mondays to Friday the successful candidate will have the opportunity to work on our 3-star SDI accredited service desk.

we are looking to recruit a 1st line Service Desk Analyst to a skilled Service Desk team providing first line support to our customers, responding to incident reports and service requests via telephone, email, and self-service portal using remote assistance.

This is a great opportunity to join an enthusiastic and friendly team, responsible for ensuring customer satisfaction and keeping support services running smoothly and efficiently.

As a Service Desk Analyst, you will log incidents, service requests and provide first line technical support. You will be required to undertake analysis, diagnosis and resolution of incidents, these may range from straightforward to more complicated technical issues

Main duties of the job

This role will be responsible for:

• Main duties of the job

• Ability to provide excellent IT support for Microsoft software with emphasis on Windows 10 and Office 365 (particularly Outlook)

• Excellent customer service skills

• Ability to communicate effectively (both written, verbally and in person)

• Troubleshooting skills

• Ability to write technical documentation for the Service Desk Knowledge Base

• Excellent organisational skills

• Ability to work in a busy pressurised environment

About us

At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.

NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.

Date posted

14 June 2022

Pay scheme

Agenda for change

Band

Band 4

Salary

£22,549 to £24,882 a year

Contract

Permanent

Working pattern

Full-time

Reference number

I9869-BIS28-7136

Job locations

Appleton House

Lanchester Road

Durham

DH1 5XZ

Job description

Job responsibilities

JOB PURPOSE

· Be part of a team which delivers an effective Technical Support Service to NECS and its customers

· The post holder will be responsible for ensuring the timely resolution of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria

· To provide consistent high quality technical support services to the customer base. The service will be undertaken via remote and onsite activities.

DIMENSIONS

The BIS directorate is the focal point for the delivery of ICT services drawing on multi-disciplinary teams to manage the day to day planning and delivery of services to customers; co-ordinating a programme of projects and services on their behalf. It will adopt a standard set of methodologies and tools to enable common ways of working, continuous improvement and best practice.

The BIS directorate provides ICT and Information services to a wide range of customers and users, including the NECS organisation itself, CCGs, GP practices, FTs, AQPs, and other primary care contractors.

The population served by NECS and therefore the BIS directorate amounts to 2.7 million in the NE alone.

There are more than 20,000 users of the services delivered by the BIS team.

GENERIC DIRECTORATE/CORPORATE RESPONSIBILITIES

· Responsible for supporting the provision of a high quality, efficient and customer focused ICT support service to a broad range of customer groups

· To provide cover in other service support areas within the department as appropriate

· Support change management process and procedures as required

· Support the development and use of the IT service knowledge base

· Support the creation, maintenance and update of ICT user guides

· Support the achievement of KPI’s as defined in service level agreements

· Adhere to all relevant internal service management processes and procedures

· Take ownership of user service requirements and be pro-active when dealing with user requirements, providing an informative and knowledgeable response

· Ensure, friendly, courteous and effective communication with customers to ensure their needs are addressed in a professional manner

· Maintain and support improvement of overall customer satisfaction

· Capacity to understand complex facts or situations requiring analysis and interpretation with the ability to investigate and resolve complex IT technical issues, where there are a number of options available using established techniques and available resources

· Propose policy or service changes which impact beyond own area such as any expertise in a particular area of IT support gained from previous experience or any current study areas

· Installs appropriate hardware and software ensuring adherence to IT Services policies and procedures.

· Takes responsibility for additional project work as required such as software and hardware rollout.

· Maintains an up to date awareness of advances in Information Technology and NHS Information Technology standards and initiatives, through reading and participation in appropriate training and other activities

· Provide advice and guidance on a range of issues related to I.T.

· To monitor adherence to the local IT Security Policy

· To provide ad hoc advice and training to users of Data / Telecommunication systems

· Proactive in forging links with stakeholders across all organisations

· To be part of a Call Out rota to support the business during out of hours which will be paid for at standard NHS rates. It is likely that in order to meet the changing requirements of the service that 24*7 support will be required for some areas of the business. This may also extend to ‘on site’ cover at the weekends if required.

· Provide Technical consultancy advise in relation to the best value for money robust ICT Solutions.

· Proven flexibility to enable project activities to be undertaken at weekend and evenings

· Ensure that all assets are handled in secure and consistent manner for configuration to disposal

· Conform with the Data Protection Act, Caldicott recommendations and IT security policy

· Focus on continuous improvement at all times, in all service areas, in order to consistently exceed customer expectations

· Ability to lift and transfer IT equipment to relevant sites

· You may be required to undertake any other duties as may be reasonably required of you commensurate with your grade/level within the organisation.

ROLE SPECIFIC RESPONSIBILITIES

· To provide an effective Service Desk and first line support service to NECS and their customers by taking calls directly from customers or by responding to their E mails

· Reviews, proposes changes to, refines and implements policies and procedures on the use and successful functioning of the IT service desk in line with the national ITIL framework for IT service delivery

· To be responsible for ensuring the timely resolution and accurate recording of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria

· Where possible, to diagnose and resolve as many support queries as possible in the first instance, rather than allocating to a technical team member

· To be responsible for escalation of incidents and requests which cannot or are unlikely to be resolved within agreed service levels

· To distribute support requests to relevant technical teams by assessing the urgency and importance of incidents, and proactively allocating or escalating as appropriate

· To provide basic-level user based training following installation of desktop and peripheral equipment (raising user awareness of additional support materials and knowledge bases)

· To be responsible for the prompt escalation of all suspected security incidents to ICT Security Management

· Effective, pro-active liaison with key internal service management, alerting of potential major incidents and taking ownership for effective communications and distribution of information updates until call closure (supporting Major Incident management process and procedure)

· To liaise with external third party suppliers.

· Liaise with National Service Desk for issues with National Applications.

· Monitor incidents approaching SLA breach and ensure they are escalated to the appropriate people.

· Responsible for maintaining information systems such as user accounts, system rights and desktops.

· Maintain an accurate asset database of customers and equipment

· Cover the Service Desk effectively, possibly as part of a rota to ensure the Service Desk is manned to meet the business requirements.

· Other ad-hoc duties required to meet the needs of the service.