Service Desk Analyst

3 days ago

Northampton, Northamptonshire, United Kingdom Northampton General Hospital Full time
Job Summary

We are seeking a highly skilled and experienced Service Desk Analyst to join our team at Northampton General Hospital. As a key member of our 1st Line Service Desk team, you will be responsible for providing exceptional digital support to our staff and patients.

Main Duties
  • Provide a Service Desk call logging and first line incident resolution service, resolving as many incidents as possible at the first point of contact.
  • Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training or guidance is required.
  • Develop and maintain a solutions-driven approach when dealing with end users, ensuring that all methods of customer contact are monitored and responded to.
  • Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives.
  • Deputise for the Service Desk Analyst as necessary and where appropriate.
Key Responsibilities
  • Responsible for providing a Service Desk call logging and first line incident resolution service.
  • Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
  • Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers.
  • Ensure that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
  • Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
Requirements
  • Educated to Diploma/Vocational Level 4 education or equivalent level or equivalent experience delivering Digital services.
  • Experience of being a member of a 1st line ICT Service Desk team that provides quality call handling, incident and service request progression supporting the provision of all ICT services.
  • Experience of delivering a Service Delivery function, preferably in the public sector.
  • Experience in contributing to the success of a multi-disciplinary team as effective team member.
Desirable
  • Knowledge of ITIL service principles and processes and experience in ICT Service Delivery, in particular the areas of incident and request management.
  • Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software.
Key Competencies
  • Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users.
  • Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage.
  • Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver.

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