Service Desk Analyst

NHS South Central and West Commissioning Support Unit

Information:

This job is now closed

Job summary

We are looking for an enthusiastic & motivated individual with a positive and customer focused approach. The successful candidate will be instrumental in delivering high quality IT Support services to our customers on our Service Desks, by taking calls from customers on the phone, answering Self-Service Portal raised tickets, chat messaging etc. This is not a field based role, you will be working from a office location. During the interview you will be asked which location you wish to work from, either Bridgwater (TA6 4RN), Devizes (SN10 5QN), Eastleigh (SO50 5PB), Worthing (BN11 1DJ) or Ashford (TNS23 1PP).

Main duties of the job

You will need to record accurate information about the user, their fault and other key information to aid the issue/fault being fixed. Aiming to complete a level of First Fix's (resolving customer's faults at first point of contact) where possible and working with 2nd Line to ensure the customer's expectations are met. Key Responsibilities also include, ensuring that standardised methods and procedures are used for efficient handling and reporting of incidents. Increasing the visibility and communication of incidents to business and IT staff and enhancing business perception of IT through use of professional approaches in quickly resolving and communicating incidents.

About us

We are aspiring to be the support and transformation service of choice in activities relating to health wellbeing and care. This builds on our core values and it is important that we add value for our customers and the system. This will enable SCW to grow and have the most impact and in so doing offers our people interesting work and rewarding careers.

Date posted

18 October 2022

Pay scheme

Agenda for change

Band

Band 5

Salary

£27,055 to £32,934 a year Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

891-CSU-7378CS

Job locations

910541 IT Service Delivery - Service Desk

Bridgwater, Somerset

TA6 4RN


Job description

Job responsibilities

The Service Desk operates Monday and Friday between 07:00 and 20:00, you will be part of a shift pattern (working 7.5 hours per day) to cover these hours. The Service Desk also operates on a Saturday between 08:00 and 14:00, you will be part of a rota to cover Saturdays, approx. 1 week in 30.

Job description

Job responsibilities

The Service Desk operates Monday and Friday between 07:00 and 20:00, you will be part of a shift pattern (working 7.5 hours per day) to cover these hours. The Service Desk also operates on a Saturday between 08:00 and 14:00, you will be part of a rota to cover Saturdays, approx. 1 week in 30.

Person Specification

Values & Behaviours

Essential

  • Patient First - Customer Excellence
  • Aspirational
  • Collaborative
  • Insightful
  • Respectful

Knowledge & Experience

Essential

  • Good general level of education to GCSE or equivalent, particularly in English and Mathematics
  • Evidence of continuing professional development
  • Evidence of general knowledge and experience in supporting hardware, operating systems and applications

Desirable

  • Microsoft Desktop Support Technician Certificate (MCDST), Microsoft Certified IT Professional in Windows 7 (MCITP) or equivalent computer qualification of NVQ level 3
  • ITIL Foundation Certificate
  • Knowledge of Primary Care and Clinical Commissioning environment

Skills & Capabilities

Essential

  • Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
  • Able to work in a team with good interpersonal skills including tact and discretion
  • Ability to accurately follow documented procedures
Person Specification

Values & Behaviours

Essential

  • Patient First - Customer Excellence
  • Aspirational
  • Collaborative
  • Insightful
  • Respectful

Knowledge & Experience

Essential

  • Good general level of education to GCSE or equivalent, particularly in English and Mathematics
  • Evidence of continuing professional development
  • Evidence of general knowledge and experience in supporting hardware, operating systems and applications

Desirable

  • Microsoft Desktop Support Technician Certificate (MCDST), Microsoft Certified IT Professional in Windows 7 (MCITP) or equivalent computer qualification of NVQ level 3
  • ITIL Foundation Certificate
  • Knowledge of Primary Care and Clinical Commissioning environment

Skills & Capabilities

Essential

  • Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
  • Able to work in a team with good interpersonal skills including tact and discretion
  • Ability to accurately follow documented procedures

Employer details

Employer name

NHS South Central and West Commissioning Support Unit

Address

910541 IT Service Delivery - Service Desk

Bridgwater, Somerset

TA6 4RN


Employer's website

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

Employer details

Employer name

NHS South Central and West Commissioning Support Unit

Address

910541 IT Service Delivery - Service Desk

Bridgwater, Somerset

TA6 4RN


Employer's website

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

For questions about the job, contact:

Date posted

18 October 2022

Pay scheme

Agenda for change

Band

Band 5

Salary

£27,055 to £32,934 a year Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

891-CSU-7378CS

Job locations

910541 IT Service Delivery - Service Desk

Bridgwater, Somerset

TA6 4RN


Supporting documents

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