Service Desk Analyst

NHS; Wakefield; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits in a specialist NHS Foundation Trust, where you will be part of a dedicated Service Desk Team. This role is essential in providing first-line IT support to a diverse user base, ensuring effective communication and problem resolution. The ideal candidate will possess strong customer service skills, a technical aptitude, and a passion for helping others. Join a committed team that values personal development and diversity, and contribute to improving the lives of service users across the community. Embrace the chance to grow in a dynamic environment that prioritizes quality care and innovation.

Qualifications

• Proven record in customer service and IT support.
• Experience with Microsoft products and Active Directory.

Responsibilities

• Provide first line IT support for approximately 4,000 users.
• Log, triage, and resolve IT support tickets efficiently.

Skills

Customer Service

Problem Solving

Communication Skills

Technical Support

Active Directory

Education

Microsoft Certified Professional (MCP)

ITIL Qualification

Tools

Microsoft Office

Service Management Tools

Job description

South West Yorkshire Partnership NHS Trust

This is an exciting opportunityto working within the Service Desk Team at South West Yorkshire Partnership NHSFoundation Trust.

The service desk analysts arethe first point of contact between the IM&T Department and our customersand are responsible for general IT support and providing support for thenumerous systems in use across the Trust.

The team handles a high volumeof calls and emails each day and the ability to take on new work and adapt tochange is essential. You will log,triage and progress calls right through to resolution, offering a first-timefix where possible.

The successful candidate willhave a proven record in customer service. You will be a team player with a goodtelephone manner, first rate communication skills, and strive to be accountableand take responsibility for managing your own tickets and escalating wherenecessary.

The successful candidate willideally have previously worked in an IT environment and have an interest inproblem solving along with knowledge of Microsoft products including Office andActive Directory.

The Service Desk functions islooking to grow and evolve, so the ability to embrace change and maintain apositive outlook is essential, along with a technical aptitude, patience,problem-solving skills and a flexible nature.

All employees of the Trust are strongly encouraged to befully vaccinated against COVID-19 to protect patients.

For full job description, please see attached supportingdocuments.

Main duties of the job

We are looking for a teamplayer with a confident telephone manner, good communication skills, excellent technicalskills/knowledge appropriate to first line support and to be able to deliverobjectives within an agreed time frame under pressure.

The post holder will takeownership of requests, ensuring that they are recorded accurately, and that viautilisation of the knowledge base appropriate resources are applied. The post holder will be responsible for handlingrequests through the incident management lifecycle within agreed SLA and KPItimescales. The role will also involve escalating tickets both internally andwith the trusts external providers.

The post holder will alsobe expected to take an active role within the team and contribute to serviceimprovement. Excellent people and communication skills are essential tomaintain effective communication links. Previous experience of working on a ServiceDesk, using service management tools and utilising remote support andmanagement tools would be very helpful.

You will be required to work within a shift pattern ofeither 8 am to 4 pm or 9 am to 5 pm Monday to Friday.

Atthe time of advertising, this role does not meet the minimum requirements(salary threshold or occupational requirements) set by UK Visas and Immigration to sponsorcandidates to work in the UK. For this reason, unfortunately we are unable tosponsor anyone on a visa for this role at this moment in time.

About us

Weare a specialist NHS Foundation Trust that provides community, mental healthand learning disability services for the people of Barnsley, Calderdale,Kirklees and Wakefield. We also provide low and medium secure services and arethe lead for the west Yorkshire secure provider collaborative.

Our mission isto help people reach their potential and live well in their communities, we do thisby providing high-quality care in the right place at the right time. We employstaff in both clinical and non-clinical services who work hard to make adifference to the lives of service users, families and carers.

We encourageand welcome applications from all protected characteristic groups, we valuediversity and want our workforce to be reflective of our communities.

Beinga foundation Trust means were accountable to ourmembers, who can have a say in how were run. Around 14,300 local people(including staff) are members of our Trust.

Joinus and you will be one of over 4,500 staff committed to supporting and improvingthe mental, physical and social needs of the thousands of people we meet andhelp each year.

Weare committedto safeguarding and promoting the welfare of children, young people andvulnerable adults and expects all colleagues and volunteers to share thiscommitment.

We do reserve to right to close vacancy before the advertised closing date if necessary, so please apply as soon as possible.

Job responsibilities

The service desk provides support for approximately 4,000 users and theIT Service Desk Analyst Team provides the first point of contact for usersexperiencing difficulties with IT systems and services.

The postholder will be responsible for the provision of professionalfirst line IT support to SWYPFT computer users by telephone and e-mail.

A broad understanding of the IT demands and requirements of NHS staffis needed for this post, together with knowledge of common desktop systems andspecialist NHS applications such as the Health and Social Care InformationCentre (HSCIC).

The postholder will be required to adhere to strict protocols andprocedures in supporting staff and ensuring that correct escalation channelsare followed. Support staff are requiredto promote the correct use of IT resources with the Trust and provide trainingand user assurance.

The postholder will have previous customer service experience and goodcommunication skills. The support staff will need to resolve any problems asquickly as possible and reassure end users; good interpersonal skills areessential.

KEY RESULT AREAS:

To support the Service Desk Manager in delivering thedefined service desk service.

Provide first and second line support includingincident/problem identification, resolution and escalation in line withlocal Service Level Agreements.

Action Service Requests for softwareupgrades/installations to ICT equipment ensuring minimum impact to users.

Document processes and procedures to assist with PCconfiguration, software installation and patch records.

Installation, maintenance, documentation and supportof workstations, peripherals and software packages, e.g. Windows, Outlook,Office applications, virtual network

Explain and advise solutions to complex I.T. issues tonon I.T. staff.

Provide proactive incident management and keep thecustomer updated with progress of their reported incidents as agreedwithin Service Level Agreements and internal Service Support targets.

Monitor problems and suggest solutions to the relevantsystem manager. Be a source of information and guidance on informationsystems and policies and procedures and keep up-to-date with current IM&Tdevelopments, Trust-wide policies, national strategies and legislation.

To deliver training to users; which include one to onesessions, telephone consultations and remote demonstrations.

Accurately document all support calls and e-mails,gathering as much information as quickly as possible to correctly diagnosefaults. Own the calls followingthem through reporting to closure ensuring that Service Level Agreementsare met.

To establish and maintain effective communication withBusiness Units, acting as their point of contact for information systemissues.

Person Specification

Experience

• Substantial experience in the delivery of customer service
• Substantial experience of team working in a busy environment
• Experience of supporting IT hardware and software.
• Sound knowledge/experience of working with Active Directory (AD)
• Experience of dealing with enquiries and investigating solutions in a modern IT environment.
• Previous telephone support experience in a first line role
• Experience of working in an NHS Information Service Desk environment
• Experience of NHS patient-based information systems
• Substantial experience of working in a confidential environment, including a proven understanding of the requirements of patient confidentiality, information security

Special Knowledge and Skills

• Attentive to details and able to accurately record data
• Confident and credible telephone manner
• Excellent customer care skills.
• The ability to communicate technical issues effectively and concisely to non-technical staff
• The ability to maintain a professional approach under all circumstances.
• Proven competency with Microsoft Office applications, particularly Windows Operating Systems, Microsoft Office (including Word, Excel, Outlook)
• Knowledge of typical IT infrastructure defects and terminology
• Understanding ITIL principles
• Have an understanding of typical service desk scenarios that can be reported through to the service desk

Qualifications

• Microsoft Certified Professional (MCP) or qualified to a similar level by experience
• Demonstrate an appropriate level of IT competency
• Working towards additional recognised IT qualifications
• ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards.

Training.

• Proven commitment to personal development as evidenced through attendance at a range of training/development events
• ITIL Qualification
• Customer Services Training

Physical Attributes

• Ability to undertake the duties and demands of the post. A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).

Personal Attributes

• Excellent verbal and written communication skills.
• Ability to demonstrate excellent customer relationship skills
• Customer focussed and interested in helping people
• Able to communicate effectively with customers at all levels over the telephone, e-mail and in person and develop instructions for end users as necessary.
• Able to deliver high standards of customer service in a professional manner
• Reliable with good timekeeping
• Professional in self-presentation and manner.
• Customer orientated, confident, approachable and self-motivated team player willing and able to contribute ideas to the team
• Prepared to ask for and give help when needed
• Flexible and versatile
• Self-motivated, enthusiastic and can work on own initiative or as part of a team.
• Problem solving skills, using both initiative and following procedures
• Prepared on occasion to work flexible, unsociable hours where user working arrangements so dictate
• Willingness to learn and develop
• Ability to travel effectively between Trust sites
• Sound analysis 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.

Employer name

South West Yorkshire Partnership NHS Trust