IT Support Analyst

NHS Jobs; Manchester; On-site; GBP 22,000 - 26,000; Full time

Job summary

NHS Jobs in Manchester is seeking a proactive Service Desk Analyst to provide first line IT support to Trust staff. You will log, track and resolve incidents, escalating where necessary to second line and procurement teams.

You will work within the ITSM system, adhere to SLAs, and support remote and on-site staff across trust sites. A rota covers core hours 8am–6pm, Monday to Friday, excluding bank holidays.

Responsibilities

• Log all Service Desk calls with date, time, user name and location, and issue a reference number.

Job description

DUTIES AND RESPONSIBILITIES:

Responsible for logging all Service Desk calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the user, in line with our Service Desk minimum data set requirement. To deliver exceptional Customer Service striving to achieve first time resolution. To provide proactive technical 1st Line IT support to all Trust staff. To elevate tickets to the 2nd Line and IT Asset & Procurement teams. To ensure all support requests and incidents via any inbound channel are properly understood and recorded on our ITSM system. Track open tickets maintaining regular contact with individual staff or departments informing them of progress and expected resolution times. Provide technical support to troubleshoot incidents. Report any high-priority security breaches to your line manager. Responsible for ensuring any P1 or P2 ticket are highlighted to your line manager. Support the installation and configuration of IT hardware and software as directed. To proactively manage all personal workloads, ensuring all tickets are worked on within the set Service Level Agreements. To achieve the set Service Desk KPIs and Service Level Agreements. Provide software advice on a variety of systems to enable Trust staff to best utilise available IT systems and resources reducing future Service Desk calls. Liaise with third party suppliers and support companies as required. To adhere to all Service Desk technical processes and guidelines as well as Trust processes and standards. Support and maintain the Digital Services Asset database (CMDB). To ensure the ITSM system is fully updated with all activity including notes and knowledge base articles. Adhere to security best practices given the confidential information that the post holder may come into contact within their role. To contribute towards a personal development plan, ensuring technical knowledge is continually improved. Provide support of remote sites e.g., peripheral clinics and Trust satellite sites. Any other tasks as reasonably required and requested. To participate in a staff rota covering our core business support hours which is between 8am and 6 pm Monday to Friday excluding bank holidays.