ICT Service Desk Analyst

Innovate Healthcare Services

The closing date is 01 October 2024

Job summary

We are looking for a passionate and dedicated ICT Service Desk Analyst to provide a friendly, customer focused ICT Service Desk facility and technical support service.

The successful applicant will demonstrate an enthusiastic attitude to their work and to working with others to resolve problems. If you can think on your feet, are good at troubleshooting and enjoy problem solving then this is the perfect opportunity for you.

Main duties of the job

The ICT Service Desk Analyst role provides a friendly, customer focused ICT Service Desk facility and technical support service.

This important role is responsible for ensuring all issues raised are logged, prioritised and, wherever possible, resolved first time.

About us

As a growing company, Innovate has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. Innovate has a commitment to develop staff and provide a supportive work life balance. Innovate is a staff led company, with a mission to provide the best technology solutions and support to our Trusts.

At Innovate, we recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.

Innovate is able to offer NHS Terms and Conditions for staff currently employed within the NHS or within the last 12 months

Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.

Date posted

18 September 2024

Pay scheme

Other

Salary

£24,157 a year or NHS terms and Conditions Band 3 (if eligible)

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

M9203-24-0025

Job locations

The George Eliot Hospital Nhs Trust

College Street

Nuneaton

Warwickshire

CV10 7DJ

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR

Job description

Job responsibilities

To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents.

To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.

To triage, categorise and prioritise all incidents presented via the employee self-service portal

To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies.

The ability to deal with initial complaints sensitively, avoiding escalation wherever possible

To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non-technical staff & customers.

To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.

Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary.

Be able to communicate at all levels of the organisation including where there may be communication difficulties, either on the telephone or face to face, and be able to calm difficult situations.