Service Desk Analyst

2 months ago

Sheffield, United Kingdom NHS South Yorkshire Integrated Care Board Full time

Job summary

NHS South Yorkshire are looking for an enthusiastic self-motivated, Service Desk Analyst to join our team.

The role encompasses supporting customers via telephone, self-service portal and provision of remote access first time fixes.

Working alongside colleagues within, technology and the wider DDaT function, you will be the first point of contact for GP Practice Staff and Corporate users. The role is central to provision of a high performing friendly and professional customer driven service.

Main duties of the job

Customer communication via Telephone and Self Service Portal. Monitoringof these channels to ensure ticket progression including response and resolutionwithin a timely manner.

Recording of accurate and concise information within the ITSM systems.Ensuring correct allocation to resolver teams where provision of a first fix isnot possible.

Escalation of incidents impactingon service provision to appropriate management. Correct prioritisation ofworkload is paramount to this role.

Strong problem solvingskills are required to ensure success at this role whilst working alongsidecolleagues to share and acquire knowledge within the wider technology team.

Interview date: Week commencing 26th August

About us

NHS South Yorkshire Integrated Care Board oversees healthand social care for a population of people. Working through our four places, Barnsley, Doncaster, Rotherham, and Sheffield, we are building on thestrengths, capacity and knowledge of all those directly involved with our localcommunities to deliver our four key aims of Improving outcomes inpopulation health and healthcare; Tackling inequalities in outcomes, experienceand access; Enhancing productivity and value for money; and Helping the NHSsupport broader social and economic development.

Our near 1,000 staff are committed to addressing the broaderhealth, public health, and social care needs of the population across SouthYorkshire through our values of One Team, Empowered and Innovative. We work as a key partner with theIntegrated Care Partnership (ICP) of health and care providers within the SouthYorkshire Integrated Care System (ICS) to collectively deliver health and careservices that meet the needs of the local population. In total there are 186 GPpractices in the region, 72,000 health and social care professionals workingacross seven NHS trusts and four local authorities, and a further 6,000voluntary, community and social enterprise sector (VCSE) organisations. We workalongside all these colleagues through local councils, our VCSEpartners and other partners to address health inequalities and widerdeterminants of health in South Yorkshire.

Job description

Job responsibilities

A service desk analyst acts as first-line support and therefore directly interacts with service users and aims to resolve their queries/requests at the first point of contact via telephone and electronic communication, in line with the agreed service level agreement. The post holder will log issues and incidents and identify when to escalate to second-line support or the Service Desk Manager. This customer facing role aims to achieve a satisfying outcome for service users and must therefore demonstrate empathy and have a technical awareness of a variety of digital tools, products and services.

Key duties include:

Provide IT technical support and request fulfilment to ICB staff, GP Practices and other organisations Communicate effectively and efficiently with customers, by phone, email and any other relevant medium Provide customer care, by taking ownership of incidents and service requests through to a satisfactory conclusion Maintain the IT services SLA and KPIs Be responsible for all IT support related tasks assigned to the IT Service Desk function Maintain Service Desk availability and responsiveness ensuring the service is covered at all times Person Specification

Skills and Competencies

Essential

Must be able to communicate effectively via a number of mediums, over the telephone, email or face to face, and in some instances work with customers that are dissatisfied with their service, therefore ability to provide empathy is essential. Problem solving skills and ability to respond to sudden unexpected demands. Remain confidential at all times when dealing with sensitive information.

Experience

Essential

Experience of Service Desk and Desktop Support or an interest in Information Technology, with aspirations to progress into an IT based career. Requires an aptitude to quickly develop a practical understanding of a technical area/discipline. Evidence/willingness of continuing professional development.

Qualifications

Essential

Educated to NVQ level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.

Desirable

ITIL Foundation.

Knowledge and Skills

Essential

Knowledge and troubleshooting skills in desktop and networking infrastructure technologies in a Microsoft environment including supporting Windows, MS Office and standard software. Good written and verbal communication skills including an ability to communicate technical points at a user level and a good telephone manner. Needs to have a thorough understanding of and commitment to equality of opportunity.

Attributes

Essential

Used to working in a busy environment. Adaptability, flexibility and ability to cope with uncertainty and change. Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions. Professional calm and efficient manner. Demonstrates a strong desire to improve performance and make a difference by focusing on goals. Completer/Finisher. Ability to travel independently to a variety of locations. Frequent concentration required where work pattern is unpredictable.

Physical Skills

Essential

Working knowledge of Microsoft systems and with intermediate keyboard skills.

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