Service Desk Analyst

4 weeks ago

Eastleigh, United Kingdom NHS South Central and West Commissioning Support Unit Full time

Job summary

As an IT Service Desk Analyst, you'll play a central role when it comes to supporting customers and colleagues via telephone, our Self-Service Portal, Chat and remotely accessing our customers devices. With an interest in IT and an opportunity to expand your technical skills and knowledge, you'll be part of a high performing team ensuring there is minimal downtime to services. You will act as the first point of contact on the SCW IT Service Desk so applicants must be confident to talk over the phone and provide friendly customer service.

Main duties of the job

Communicating with customers via telephone, our Self-Service Portal (SSP), or by using Live Web Chat. You'll monitor these channels and ensure tickets are responded to in a timely manner. You'll use our IT Service Management Tool (ITSM) to accurately capture information and provide 1st line IT support and troubleshooting.

We are looking for an enthusiastic self-motivated individual who can work both alone and as a member of a wider team. You will need to have excellent communication skills and provide a professional customer experience. Effectively prioritising your workload is paramount to this role. You will be required to possess strong problem-solving skills and be able to share this knowledge with the wider team.

In order to ensure you are provided the necessary information and training, we offer a structured induction plan which will show you all of the core functions of the Service Desk with a buddy system. We also offer additional training on individual subjects to guarantee you have sufficient knowledge in the required areas.

About us

Our vision, is to offer outstanding and uncontested support operating as an IT Service Desk in the healthcare industry.

Our mission, is to provide exemplary levels of skilled support to our customers, whilst resolving incidents and service requests within targeted times maintaining the highest possible level of first fix rates. We aim to work as one team, working with both our colleagues and our customers to provide a service which ultimately helps to support the patient experience. Customer satisfaction is always our key focus as we offer our support in a structured, helpful, respectful and friendly manner. This helps to ensure that we retain existing customers while offering a well-designed and responsive service that will continue to attract new customers.

This role is office based, successful candidates will be asked which of our offices location they wish to be based from, Bridgwater (TA6 4RN), Eastleigh (SO50 5PB) or Ashford (TN23 1PP).

The Service Desk operates Monday and Friday between 07:00 and 20:00, you will be part of a weekly shift pattern (working hours per day) to cover these hours. The Service Desk also operates on a Saturday between 08:00 and 14:00, you will be part of a rota to cover Saturday's, approx. 1 week in 30. As an evolving service, we are approaching a requirement to provide additional weekend support (between 08:00 and 18:00 on Saturday and Sunday) in the future.

Job description

Job responsibilities

Please refer to the job description and person specification for further details and information regarding this role.

SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Person Specification

Values & Behaviours

Essential

Patient First - Customer Excellence Aspirational Collaborative Insightful Respectful

Education

Desirable

Microsoft Desktop Support Technician Certificate (MCDST), Microsoft Certified IT Professional in Windows 7 (MCITP) or equivalent computer qualification of NVQ level 3

Knowledge & Experience

Essential

Good general level of education to GCSE or equivalent, particularly in English and Mathematics Evidence of continuing professional development Evidence of general knowledge and experience in supporting hardware, operating systems and applications Good understanding of PCs and peripheral hardware, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser Applications, Service Desk systems

Desirable

ITIL Foundation Certificate Knowledge of Primary Care and Clinical Commissioning environment

Skills & Capabilities

Essential

Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options Able to work in a team with good interpersonal skills including tact and discretion Ability to accurately follow documented procedures Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels Excellent verbal and telephone communication skills Demonstrate a commitment to undertake further training and development as agreed with line manager Self-motivated with the ability to motivate and empower others to achieve specific goals Drive, passion and enthusiasm, with the ability to relate well with other members of the team Enhanced keyboard skills Frequent manual handling of IT equipment including PCs, Servers and Racks Ability to deal with variations in workload and an unpredictable work pattern Frequent requirement to re-prioritise work and resources Periods of intense concentration required when diagnosing and resolving complex IT service issues Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job) Regular requirement to work in pressurised environment and manage competing priorities with resource challenges

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