Support Service Desk Analyst

As a Support Service Desk Analyst, you will be responsible for being a team member of the 1 st Line Service Desk team that will be responsible for providing 1st line ICT support for the Group. Acting as a point of escalation for the Associate Service Desk Analysts.

You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in Service Delivery, in particular the areas of incident and request management.

You should have good interpersonal skills and be comfortable building relationships with customers at all levels.

You must be able to work under timescales and remain calm under pressure particularly during major service disruptions.

Travel between hospital sites will be required. Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.

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.

Solutions driven, confident and friendly approach when dealing with end users.

Ensuring 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.

Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.

Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team. Receive escalations from Associate Service Desk Analysts, assisting where possible. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1 st Line Team Leader.

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

Compassion

Accountability

Respect

Integrity

Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Support and assist with development of the Associate Service Desk Analysts.

Work with the Service Desk Analysts to identify process improvements.

Ensuring the service offered is to the highest standard and gives great customer service.

Ensure that you lead by example, show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user's abilities.

Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set.

Contribute to ensuring that you deliver to agreed SLAs.

Providing technical advice and information to the Associate Service Desk Analysts.

To contribute to producing and maintaining operational procedures.

Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties.

Ensuring that all methods of customer contact are monitored and responded to telephone calls, e-mails, self-service tickets etc.

Management and Leadership

Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.

Deputise for the Service Desk Analyst as necessary and where appropriate.

Technical Service Delivery

Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records.

Be aware of all changes and when they are taking place.

Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.