Service Desk Analyst

1 day ago

Dartford, United Kingdom Dartford and Gravesham NHS Trust Full time

Job summary

The Information Communication Technology Department has a vacancy for an ICT Service Desk Analyst.

Service Desk Analysts provide a range of ICT customer care tasks supporting and co-ordinating the Trust and wider customers with any ICT related issues or queries. This role is vital in allowing the IT support teams to function as efficiently as possible.

The role incorporates customer care, communication and IT processes to ensure security and access control is adhered to at all times. For all of these functions, the post holder is expected to understand, meet and exceed their customers' requirements and have the ability to explain IT issues to non-IT staff. The post holders will be responsible for facilitating the D&G ICT Service Desk including resolution of routine issues and queries, over the phone Training and support of both Microsoft Office and Clinical Systems, escalation and co-ordination of communications for IT issues and problems.

This position will not be supported for visa sponsorship. All applicants are expected to have valid right to work document to work in the UK when applying for this position.

Main duties of the job

The responsibilities of the role call for someone with:

o Excellent customer service skills

o Excellent organisation skills

o Professional telephone manner

o Can do Attitude

o An interest in assisting customers with IT

About us

We are committed to being an inclusive and diverse employer. We strive to employ people who reflect the communities we serve, and aim to create an inclusive culture where everyone can reach their full potential. Whatever your race, ethnicity, belief, generation, sexual orientation, gender or gender identity, disability or experience, you'll appreciate the opportunities we give you to work in an inclusive atmosphere. We welcome applications from people of diverse backgrounds, perspectives and experiences to build on the progress we've achieved to make our Trust diverse and the best place to work. We celebrate the diversity of thought, viewpoints and ideas that help us overcome challenges and embrace new possibilities. We have signed the Armed Forces Covenant Pledge and have a commitment to the Armed Forces Community.

We are dedicated to using our Continuous Quality Improvement (CQI) approach as our shared organisation model of change to enhance our services and ensure excellence in patient care.

If you are considering applying for a role, please be aware that as an NHS Employee you may have contact with vulnerable service users. We strongly encourage that all our staff are vaccinated against COVID-19 and are vaccinated annually against Flu, in order to protect the health and safety of our staff and patients. Your commitment will help us to put the safety and care of our patients first, as well as helping us to protect you and your colleagues.

Job description

Job responsibilities

General responsibilities:

Understand the Trusts key priorities and those of the ICT department.

Communicate regularly through meetings with teams and individuals and provide opportunity for two-way feedback.

Help promote an effective team ethos.

Help promote equality, diversity and rights, and treat others with dignity and respect ensuring services are developed, managed and delivered to meet the specific needs of those belonging to protected characteristics.

Help promote equality, diversity and Human Rights in working practices by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and contributing to developing equality of opportunity and outcomes in working practices.

Contribute to developing and maintaining equality of opportunity in working practices by complying with legislation and organisational policies. Advise colleagues about equality, diversity and human rights policies and procedures and ensure they are followed.

Ensure that colleagues are treated fairly. Behave in a non-discriminatory way and challenge the discriminatory behaviour of others. Be supportive of colleagues or service users who wish to raise issues about discriminatory practice or experience.

To keep up to date with all changes and new developments in Local and National NHS Information Management Standards.

To support the implementation of the Trusts data security policy and ensure it is communicated to all users.

Please see attached job description for further information.

Person Specification

Education and Training

Essential

Good knowledge of IT infrastructure. Microsoft Office Specialist or equivalent Qualification.

Desirable

ITIL Qualified. Formal Customer Service Training.

Knowledge and Skills

Essential

ITIL Foundation Methods. Knowledge of one or more NHS computer system(s), hardware or software and procedures. Advanced Microsoft Office, European Computer Driving Licence (ECDL) or equivalent knowledge. PAS/Clinical Systems experience.

Desirable

Knowledge of NHS Acute (or equivalent) Roles, departments and processes.

Experience

Essential

Knowledge of ITIL. Excellent customer service skills. Excellent oral and written communication skills able to document complex IT issues to a standard that 2nd and 3rd line support can interpret without having to re-query with customers.

Desirable

IT Service Desk Experience. Working experience of ITIL.

Personal Attributes

Essential

Customer focussed with excellent interpersonal skills. Methodical approach to work. Able to concentrate in a busy multi-purpose environment when checking information and when answering queries from staff, customers. An aptitude for dealing with complex situations. Self-motivated. Cheerful and confident disposition. Able to Move and Handle IT equipment is an essential requirement. Able to handle occasional exposure to emotional circumstances within the work place ie Service Calls pertaining to staff/patient issues where IT barriers need overcoming. Uses VDU most of the day & will have direct exposure to dust/dirt usually from old IT equipment requiring repair/cleaning.

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