Service Desk Analyst

Cheswold Park Hospital; Wakefield; On-site; GBP 26,000 - 30,000; Full time

Job description

Job Summary

This is an exciting opportunity to work within the Service Desk Team at South West Yorkshire Partnership NHS Foundation Trust.

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

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

The successful candidate will have a proven record in customer service. You will be a team player with a good telephone manner, first-rate communication skills, and strive to be accountable and take responsibility for managing your own tickets and escalating where necessary.

The successful candidate will ideally have previously worked in an IT environment and have an interest in problem solving along with knowledge of Microsoft products including Office and Active Directory.

The Service Desk function is looking to grow and evolve, so the ability to embrace change and maintain a positive 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 be fully vaccinated against COVID-19 to protect patients.

Main duties of the job

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

The post holder will take ownership of requests, ensuring that they are recorded accurately, and that via utilisation of the knowledge base appropriate resources are applied. The post holder will be responsible for handling requests through the incident management lifecycle within agreed SLA and KPI timescales. The role will also involve escalating tickets both internally and with the Trust's external providers.

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

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

About Us

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

Our mission is to help people reach their potential and live well in their communities, we do this by providing high-quality care in the right place at the right time. We employ staff in both clinical and non-clinical services who work hard to make a difference to the lives of service users, families, and carers.

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

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

Join us and you will be one of over 4,500 staff committed to supporting and improving the mental, physical, and social needs of the thousands of people we meet and help each year.

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expect all colleagues and volunteers to share this commitment.

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

Date posted: 22 April 2025

Pay scheme: Agenda for change

Band: Band 4

Salary: £26,530 to £29,114 a year

Contract: Permanent

Working pattern: Full-time, Flexible working

Reference number: C9378-QA01341

Job locations: Block 10 - Fieldhead Hospital, Ouchthorpe Lane, Wakefield, West Yorkshire, WF1 3SP

Job Description

Job responsibilities

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

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

A broad understanding of the IT demands and requirements of NHS staff is needed for this post, together with knowledge of common desktop systems and specialist NHS applications such as the Health and Social Care Information Centre (HSCIC).

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

The postholder will have previous customer service experience and good communication skills. The support staff will need to resolve any problems as quickly as possible and reassure end users; good interpersonal skills are essential.

KEY RESULT AREAS:

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

Provide first and second line support including incident/problem identification, resolution and escalation in line with local Service Level Agreements.

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

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

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

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

Provide proactive incident management and keep the customer updated with progress of their reported incidents as agreed within Service Level Agreements and internal Service Support targets.

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

To deliver training to users; which includes one-to-one sessions, telephone consultations, and remote demonstrations.

Accurately document all support calls and e-mails, gathering as much information as quickly as possible to correctly diagnose faults. Own the calls following them through reporting to closure ensuring that Service Level Agreements are met.

To establish and maintain effective communication with Business Units, acting as their point of contact for information system issues.

Person Specification

Experience

Essential

• Substantial experience in the delivery of customer service
• Substantial experience of team working in a busy environment
• Email & Network experience/understanding.
• 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.

Desirable

• 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

Essential

• 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)

Desirable

• 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

Essential

• Microsoft Certified Professional (MCP) or qualified to a similar level by experience
• Demonstrate an appropriate level of IT competency

Desirable

• Working towards additional recognised IT qualifications
• ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards.

Training

Essential

• Proven commitment to personal development as evidenced through attendance at a range of training/development events

Desirable

• ITIL Qualification
• Customer Services Training

Physical Attributes

Essential

• 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

Essential

• 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

Desirable

• Presentation skills
• Sound analysis skills
• Well developed problem solving 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 details

Employer name

South West Yorkshire Partnership NHS Trust

Address

Block 10 - Fieldhead Hospital

Ouchthorpe Lane

Wakefield

West Yorkshire

WF1 3SP

Employer's website

https://www.southwestyorkshire.nhs.uk