Service Desk Analyst

3 weeks ago

SouthendonSea, United Kingdom Your World Healthcare Full time

Your World Healthcare is a leading specialist healthcare recruitment agency, placing a range of healthcare professionals including Non-Clinical and Clinical positions.

**Service Desk Analyst**

**Job Type**: Temporary

**Sector**: Healthcare

**Duration**: 4 weeks

**Location**: Southend-on-Sea

**Band**: 4

**Pay Rates**:
£11.20 - £12.35 paye per hour

£12.20 - £13.35 paye inclusive of holiday pay per hour

£13.20 - £14.35 umbrella per hour

**Working Days and Hours**:Monday to Friday 9am to 5pm, 37.5 hours a week

**Job Summary**

The Service Desk Analyst will provide an efficient and effective 1st line support service for a dynamic, professional, and proactive service desk team delivering a comprehensive and effective first point of call for the Digital Services Department.

You will also be required to work independently, but also must have the ability to decide when to involve management. You will be expected to cope with varying degrees of pressure when clinical staff phone with high demands of response.

**Main Duties & Responsibilities**
- Assists patients/clients during incidental contact. Contact with patients is incidental.
- Proving Site-Wide support at a 1st line level for all Trust supported systems and equipment, including logging the issue,
- Having a broad understanding of all IT support services
- Logging requests or assisting users to log their own requests ensuring that the minimum data set required for any given request is met
- Managing end user expectations through a structured SLA and Priority system while providing meaningful updates and information throughout the lifecycle of the request.
- Participate in the updating of the ESM to ensure the data provided to end users is accurate and current.
- The incumbent will need to be familiar with the Trusts policies and procedures regarding the appropriate use of Trust equipment and systems.
- Responsible for the creation of user accounts and associated mailboxes, system level access and Active Directory management.
- Collating information ready for analysis by other support teams or management.
- Monitor and highlight requests which could potentially breach service levels and proactively monitor progress of such requests.
- Develop excellent IT skills to provide 1st line support including the use of remote monitoring and administration software.
- Determine whether there are patterns emerging in the nature or characteristics of requests being logged and recommend remedial action..
- Advocate positive change to end users such as the use of a self-service portal, web chat, FAQs and other collaboration platforms.
- Advise management on user issues to ensure that appropriate solutions are in place to protect the Trust systems and data against misuse.
- To provide customer support and advice on behalf of other members of the IT department.
- Provide meaningful updates to customers at key milestones of requests.
- Liaise with suppliers in accordance with Service Level agreements as to minimise disruption to end user systems.
- Responsible for identifying and raising a risk where there is a breach of information and governance best practices and guidelines.
- To ensure that software, network and hardware components of the Trust’s information systems are installed and configured in a stable and maintainable manner and in line with the applicable current standards.
- To ensure that data and software held by the Trust is secure and that access to it is managed in line with Trust policy and to comply with the Data Protection Act and local Trust information policies.

**Required Skills/Experience**
- Proven experience within a service desk environment preferably within the NHS
- Outstanding customer service skills
- Proven track record of working in a customer facing IT services and rapidly changing environment
- Proven experience proving 1st and 2nd line support
- Ability to adapt planned work when major incidents require you to do so.
- Have an understanding of licence models and restrictions for all chargeable resources such as software licences
- Knowledge of fault finding and implementing a resolution where possible using remote
- Knowledge of technologies such as RDP and Microsoft Remote Assistance.
- Ability to convey complex technical information to members of staff in a non-technical fashion.
- Possess a broad technical knowledge of IT.

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