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Digital Technical Analyst
2 months ago
We are seeking a highly skilled and motivated Digital Technical Analyst to join our Digital Services Technical Support team at The Mid Yorkshire Teaching NHS Trust.
Key Responsibilities- Provide exceptional IT support services to approximately 9000 users across the Trust, ensuring timely and effective resolution of technical issues.
- Collaborate closely with the Digital Senior Technical Analysts to deliver an efficient and effective IT service, aligning with the Trust's strategic objectives.
- Follow established change control procedures, providing guidance and advice on any issues that may arise.
- Report daily to the team leader or nominated senior IT technical analyst on workload, work assignments, and associated issues, demonstrating proactive problem-solving skills.
- Ensure excellent customer service, maintaining accurate records and ensuring users are kept informed throughout the support process.
- Provide 1st and 2nd Level IT support across the Trust, leveraging expertise in Microsoft environments, operating systems, and applications.
- Deploy and support a range of desktops, laptops, Android, and iOS devices, as well as associated software and peripherals, ensuring seamless integration with existing systems.
- Maintain the existing IT infrastructure by performing upgrades, new installations, and routine procedures in accordance with standard operating procedures, providing guidance on replacement and cost as necessary.
- Participate in the provision of an effective and efficient fault resolution service, recording actions via the Digital Service Desk, and comply with the escalation procedure to minimize disruption to Digital Services.
- Assist in the compilation and maintenance of an accurate inventory of hardware and software, ensuring up-to-date records are maintained.
- Contribute to the development and maintenance of documented procedures for the operation of Digital systems under the control of Digital Services.
- Collaborate with other Digital Services teams to deliver projects where Digital systems deployment, change, or upgrades are key deliverables.
- Write and maintain IT documentation, updating records in the Service Desk application to reflect changes made and actions taken.
- Provide guidance and supervision to contractors while on-site during system installations, upgrades, or repairs.
- Ensure the correct and safe use of expensive and specialist IT equipment, adhering to established protocols.
- Provide assistance to and work closely with all teams in Digital Services, fostering a collaborative environment.
- Participate in testing of new systems, evaluating and reporting on new IT hardware and software, ensuring seamless integration with existing systems.
- Share knowledge and experience with other team members, promoting a culture of continuous learning and improvement.
- Participate in disaster recovery testing of existing systems, ensuring business continuity.
- Undertake any other reasonable duties as directed by the team leader or nominated senior IT technical analyst.
- 3 GCSEs or equivalent, including mathematics and English.
- HND Level or equivalent experience (GNVQ, BTEC).
- Relevant industry standard qualifications, such as Microsoft MCP/MCSE, Degree, or related IT experience.
- Customer Service experience.
- Basic networking concepts.
- Health Service and/or public sector experience.
- Proven knowledge of Microsoft environments, operating systems, and applications.
- Proven knowledge of iOS and/or Android devices.
- Knowledge of Microsoft Office Applications.
- Customer service.
- Competent in use of Microsoft products.
- Able to communicate effectively with staff at all levels.
- Ability to work in a small team and in a wider departmental team.
- Tactful, diplomatic, versatile, and innovative.
- Approachable.
- Sense of humor working in a stressful, busy environment with conflicting priorities.
- Time management.
