Service Desk Analyst

Royal Cornwall Hospitals Trust; St. Austell; On-site; GBP 24,000 - 27,000; Full time

Job summary

A healthcare provider in St. Austell seeks a front-line analyst for their IT Service desk. This role involves providing telephone support to clinical staff, managing IT incidents, and ensuring customer satisfaction. Ideal candidates will have GCSEs, NVQ Level 3, and relevant IT support experience. The position offers a salary range of £24,937 to £26,598 per annum pro rata.

Qualifications

• GCSEs to include English Language demonstrating high levels of literacy and numeracy.
• IT Service Desk / Helpdesk experience required.
• Experience in telephone support and customer care.

Responsibilities

• Provide front line telephone support to internal users.
• Maintain good working relationships with colleagues and customers.
• Manage issues reported to the Service desk through to resolution.

Skills

Telephone support

Customer service

Communication skills

Relationship management

Time management

Education

GCSEs including English Language

NVQ Level 3 or equivalent

Commitment to ITIL v3 Foundation

Tools

Microsoft software packages

MS Teams

Excel

Word

Job description

The focus of this post is to act as a front-line analyst working on the CITS CFT Service desk. The Service desk provides a single point of contact for staff, covering operational IT incidents and requests relating to our clinical systems, underpinned by an accurate call logging function. Support is provided to clinical, managerial and support staff in the Trust.

The post-holder will provide front line telephone support to internal users of Cornwall Foundation Trust's clinical systems, resolving issues at the first point of contact where possible, and escalating to the appropriate support staff where necessary.

The post-holder will run through scripted checks to try and ascertain the nature of the problem and gather a minimum dataset during the call logging process in case the incident cannot be closed at the point of contact.

To ensure that customers are treated professionally and courteously and kept fully informed with updates and progress of their request.

To manage any issues reported to the Service desk through to resolution, ensuring that the customer is happy with the outcome. Delivering excellent customer service is at the heart of this role as solving their issues enables staff to focus on helping patients.

Main duties of the job

Maintain good working relationships with colleagues, managers,, and external customers all levels.

Excellent verbal communication skills with the ability to calm difficult situations. The post-holder must be able to explain sometimes complex

technical solutions to user problems over the telephone, using non-technical language and be able to communicate effectively with staff at all levels within customer organisations.

Ability to interpret and clarify user problems in simple terms.

Good written communication skills, required to deal with customers via the portal and email, ensuring expectations are managed and met. Also

required for the logging of issues on relevant systems and dealing with suppliers.

Excellent customer care and listening skills and experience of dealing with upset or irate customers.

Ability to record information carefully, methodically and accurately, particularly when updating directory services and to follow procedures with a high degree of care and accuracy.

Skilled in calming pressure situations, both with customers and as a team member in times of major system failures.

Maintaining a professional, high standard of service at all times, whilst improving Service Desk knowledge to achieve higher rates of firstline resolutions, within speed and permissions parameters.

Ensure escalation procedures are followed as soon as timescales beyond SLA are identified, communicating regular progress updates to the Service Desk Lead.

About us

The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. We serve a population of around 500,000 people - a figure that can increase significantly with

visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £580 million.

We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.

The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles.

Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.

Royal Cornwall Hospitals NHS Trust is a research active organisation.

It's established South West Clinical School in Cornwall exists to promote clinical academic career opportunities for nurses, midwives and allied health professionals interested in research and evidence-based activities. Read their research paper to find out more.

Website: https://www.plymouth.ac.uk/research/clinical-schools/royal-cornwall-hospitals-nhs-trust-clinical-school

https://doi.org/10.1177/17449871231209037

Job responsibilities

PLEASE NOTE: To view the full Job Description and Person Specification, please click the supporting document on the right-hand side.

To be an employee of the NHS you need to successfully complete the following:

• Identity Checks
• Professional registration and qualification checks
• Employment history and reference checks
• Occupational Health clearance
• Satisfactory Disclosure and Barring Service check
• Right to work in the UK

For further information please visit:

https://www.nhsemployers.org/topics-networks/employment-standards-and-regulation

We reserve the right to close this advert early.

We may be able to offer flexible working. Please discuss at interview.

Person Specification

Education / Qualifications and Relevant Experience

• GCSEs to include English Language demonstrating high levels of literacy and numeracy or equivalent
• NVQ Level 3 or equivalent level of experience
• IT Service Desk / Helpdesk experience
• Experience in telephone support
• Experience in a Customer Care related environment
• Work based IT support of systems, applications, or network administration
• Knowledge of Microsoft software packages including MS Teams, Word, Excel
• Basic IT skills and knowledge in a wide range of areas.
• Customer care NVQ or similar
• Commitment to study towards ITIL v3 Foundation or experience of working within an ITIL environment in a professional ICT Service.
• Experience of working in the NHS

Skills and Aptitude

• Ability to follow scripted solutions to resolve incidents at the point of contact
• Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
• Effective time management, planning and prioritising tasks
• Excellent telephone manner and customer service skills
• Excellent written and verbal communication skills
• Excellent IT skills, able to quickly pick up new technology
• Ability to work as part of a team and autonomously

Knowledge and abilities

• Knowledge of a range of relevant hardware and software gained through qualification or equivalent experience
• Able to quickly assess severity of problems to provide a responsive resolution.
• Knowledge of ITIL Service Management

Personal Qualities

• Good team player
• Able to work under pressure
• Excellent interpersonal / communication skills

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.

£24,937 to £26,598 a year per annum pro rata