ICT Service Desk Analyst (Band 4)

Mpa Recruitment; Ballymoney; On-site; GBP 27,000 - 32,000; Full time

Job summary

NHSCT in Northern Ireland is seeking an ICT Service Desk Analyst to join its team. You will provide first-line ICT support for Trust staff, handling incidents and service requests with a professional, customer-focused approach.

The role requires ITIL/ISO 20000 awareness and a calm, solution-driven mindset to manage priorities in a fast-paced healthcare setting.

Qualifications

• HND or relevant ICT qualification plus at least 6 months' ICT-related experience.
• Or at least 1 year's ICT-related experience.
• ITIL Foundation Certificate or willingness to achieve within 6 months of appointment.

Responsibilities

• Provide first-line ICT support, logging, investigating and resolving ICT incidents and service requests.
• Escalate more complex issues to the appropriate Operations Support, Data Centre and Network & Security teams.
• Monitor and follow up incidents to ensure they are resolved within SLA times.
• Assist with installation and maintenance of ICT hardware and software.

Skills

IT support

Communication

Customer service

Problem solving

Education

HND ICT qualification

ITIL Foundation Certificate

Tools

Windows 10

Outlook

Word

Excel

Access

Job description

NHSCT | Northern Ireland
Rate of Pay: £14.06 per hour
Hours: Full Time, 9:00am – 5:00pm, Monday to Friday

MPA Recruitment, Coleraine, are delighted to be recruiting on behalf of theNorthern Health and Social Care Trust (NHSCT)for an experiencedICT Service Desk Analystto join their team.

This is an excellent opportunity for an ICT professional with strong technical, communication and customer service skills to work within a busy healthcare environment, providing essential ICT support to Trust staff and services.

The successful candidate will be a confident problem solver with acalm, professional and customer-focused approach, able to manage competing priorities and provide effective technical support in a fast-paced environment.

The Role

As anICT Service Desk Analyst, you will provide first-line ICT support, dealing with incidents and service requests while ensuring users receive a professional, responsive and timely service.

Key Responsibilities

• Providefirst-line technical support, logging, investigating and resolving ICT incidents and service requests.
• Escalate more complex issues to the appropriateOperations Support, Data Centre and Network & Security teams.
• Monitor and follow up incidents to ensure they are resolved and closed within agreedSLA response and resolution times.
• Assist with the installation and maintenance ofICT hardware and software.
• Liaise with ICT colleagues, suppliers, BSO and other agencies to support effective service delivery.
• Maintain accurate service desk records, technical documentation and ICT application and hardware information.
• Work in accordance withITIL, ISO 20000, ISO 27001and relevant HSC and Trust policies and procedures.
• Maintain strictdata security and confidentiality, supporting the reporting and management of security incidents.
• Keep up to date with developments in ICT and identify opportunities to improve services.
• Support the Trust'smodernisation and reform through effective use of ICT, helping to maximise value for money.
• Participate in relevant mandatory and developmental training.

Essential Experience & Qualifications

Applicants must haveeither:

• AnHND or relevant professional qualification in an ICT discipline, plus at least6 months' experience in an ICT-related technical role;or
• At least1 year's experience in an ICT-related technical role.

And:

• AnITIL Foundation Certificate, or demonstrable knowledge of ITIL principles with a willingness to achieve certification within6 months of appointment.

Essential Skills & Abilities

You will need to demonstrate:

• The ability to understand and resolvecomplex technical issues.
• Excellentcommunication and interpersonal skills.
• The ability to explain technical information clearly and concisely.
• Strong customer service skills, including the ability tode-escalate challenging situations.
• A positivecan-do attitudeand the ability to work effectively as part of a team.
• The ability to remain calm, organized and professional while working under pressure.
• Alogical and methodical approachto problem solving.
• The ability to work independently, use initiative and effectively prioritise workload.

Technical Knowledge

You should have knowledge of:

• ICT service delivery best practice, includingITIL and/or ISO 20000.
• CurrentICT hardware and software.
• Windows 10.
• Microsoft Office applications includingOutlook, Word, Excel and Access, covering Office 2016 through toMicrosoft 365.
• ICT security, confidentiality and relevant policies and procedures.

Other Requirement

• A currentfull UK driving licenceand access to a car is required, subject to the Trust's applicable disability exemption arrangements.

Why Apply?

This is a fantastic opportunity to use your ICT skills within an organisation where technology plays a vital role in supporting the delivery ofhealth and social care services.

If you are technically minded, enjoy helping people resolve IT issues and are looking to develop your career within apublic sector healthcare environment, we would love to hear from you.