Service Desk Analyst

NHS; Dartford; On-site; GBP 26,000 - 28,000; Full time

Job summary

A public healthcare organization is seeking an ICT Service Desk Analyst in Dartford. This role focuses on providing customer care while addressing ICT-related issues. Candidates should possess ITIL qualifications and experience in customer service, particularly within IT contexts, to facilitate effective communication and support for staff and patients.

Qualifications

• Good knowledge of IT infrastructure.
• Knowledge of one or more NHS computer systems, hardware or software.
• Excellent oral and written communication skills.

Responsibilities

• Provide high standard of quality customer service.
• Facilitate key communications about ICT services.
• Enhance customer experience with IT customer care.

Skills

Professional telephone manner

Customer focused

Excellent interpersonal skills

Self-motivated

Education

Microsoft Office Specialist or equivalent Qualification

ITIL Qualified

Formal Customer Service Training

Tools

Microsoft Office

NHS computer systems

ITIL

Job description

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.

Please note, this post will close earlier than the given closing date once a sufficient number of applications have been received.

Main duties of the job

The responsibilities of the role call for someone with:

Professional telephone manner

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 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 responsibilities

Key Responsibilities:

Customer Service

To continually improve customer IT perception and satisfaction. Enhance the customer experience with provision of high standard of quality customer service

Increase service accessibility through single point of contact in accordance with the Trusts IT Service Level Agreement.

Facilitate key communications and information about ICT services

Help promote schemes to encourage user education on accessing and using ICT services and systems

Please see attached job description for further information.

Person Specification

Education and Training

• Good knowledge of IT infrastructure.
• Microsoft Office Specialist or equivalent Qualification.
• ITIL Qualified.
• Formal Customer Service Training.

Knowledge and Skills

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

Experience

• Knowledge of ITIL.
• 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.
• IT Service Desk Experience.
• Working experience of ITIL.

Personal Attributes

• 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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£26,240 to £27,928 a yearper annum inclusive of allowances