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1st Line Support Analyst

2 months ago

Rainham, United Kingdom NELFT NHS Foundation Trust Full time

Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

Currently there is an exciting opportunity within NELFT's Healthcare Informatics Team for an experienced 1st Line Support Analyst on a permanent contract. The post is located in Rainham.


The post holder will achieve this by providing exemplary 1st level technical support for all ICT incidents reported by NELFT staff to the ICT Service Desk. The level of support provided to the user base will ensure that maximum uptime of localised ICT systems is maintained, enabling NELFT staff to make the best use of ICT systems during their daily duties.


The post holder will primarily provide telephone support to end users, in addition to face-to-face support for walk-in clients as and when required, while consistently delivering a “client-focused” approach which promotes excellent customer service and effective working relationships.

Main duties of the job

Key Responsibilities:

• Provide exemplary 1st line end-user phone, email & self-service support for ICT & EPR systems, including but not limited to: MS Windows O/S, Office 365, off-the-shelf & bespoke applications, remote connectivity / VPN platforms, local / network printers, Active Directory, mailbox and user account creation.
• Ensure comprehensive logging of tickets and timely resolution of 1st line issues.
• Support end users remotely, using available remote desktop software.
• Engage proactively with all clients in order to prevent recurring errors.
• Take ownership of incidents, service requests and problem management where necessary.
• Work as part of a team and actively promote knowledge sharing amongst all levels of technical support staff.
• Work alongside various teams within the Informatics department, keeping team members up-to-date as and when required.
• Create and update technical documentation in line with departmental guidelines.
• Be aware of, and abide by, Trust policies across the whole business.
• Maintain a professional demeanour and deliver “client-focused” support in line with the Trust values.
• Provide out-of-hours support & on-site support, as and when required.
• Perform machine builds & hardware/software installations in line with department asset management 
practices.
• Ensure that the Service Desk environment is kept clean, tidy, safe and fit for purpose.
• Actively take part in departmental discussions and developments.
• Act as a first and second line resource as required.

Working for our organisation

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436).

COVID-19 Vaccination

We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.

We reserve the right to close this vacancy early should sufficient applications be received.

Detailed job description and main responsibilities

The hours of the service are between 07:00 -23:00 (Monday to Friday) and potentially 09:00 - 17:00 (Saturday to Sunday).

Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.

We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.

Person specification

Communication & Relationships

Essential criteria

Excellent verbal and written communication skills (2) Excellent interpersonal skills, communicates effectively at all levels with a variety of internal and external individuals including clinicians (2) Significant experience of working in an IT customer support environment, and providing a high level of customer service (2) Works well within a team (2)

Knowledge and Experience

Essential criteria

Educated to diploma level or equivalent qualifications / experience (2) Significant experience of providing 1st line technical support (2) Experience of administering modern Microsoft operating systems (2) Knowledge of ticket logging systems and exposure to incident and problem management (2)

Desirable criteria

ITIL Foundation Certificate or higher (2) CompTIA A+ Certification or higher / equivalent (2) MCITP Microsoft Certification or higher / equivalent (2)

Analytical & Judgemental Skill

Essential criteria

Problem solving skills and ability to respond to sudden unexpected demands (2) Ability to analyse complex facts and situations and develop a range of options (2) Methodical approach to troubleshooting technical issues (2)

Planning & Organisational

Essential criteria

Must be able to prioritise own work effectively and be able to direct activities of others (2) Adaptability, flexibility and ability to cope with uncertainty and change (2)

Information Resources

Essential criteria

Experience of interpreting data, creating reports; designs and topology, developing or programming and maintaining documentation relating to hardware and applications support (2)

Policy & Service Development

Essential criteria

Implements departmental IT policies, and proposes changes to IT systems, software, or equipment, working practices, reporting methods (2) Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions (2) Be prepared to work outside of normal working hours to ensure testing and implementation can occur in order to minimise disruption to service users (2)

Human Resources

Essential criteria

Understanding of and commitment to equality of opportunity and good working relationships, respects and values diversity (2)

Working Conditions

Essential criteria

Used to working in a busy environment (2) Be prepared to travel within the Trust geographical area as required by the role (2)

Other

Essential criteria

To be aware of and demonstrate the Trust Values (2)

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.