Service Desk Analyst - Eastbourne DGH

NHS; Eastbourne; On-site; GBP 27,000 - 31,000; Full time

Job summary

A healthcare trust is seeking two Service Desk Analysts at Eastbourne DGH to provide first-line technical support via telephone and an online portal. Ideal candidates will have strong customer service skills and a background in IT, including knowledge of ITIL service support processes. The roles offer a salary range of £27,485 to £30,162 per annum, pro rata.

Benefits

Staff development

NHS pension scheme

Access to onsite nurseries

Qualifications

• Educated to NVQ Level 4 / Diploma level or equivalent in Computing or IT.
• Proven level of literacy and numeracy - GCSE grade C or above.
• Understanding of ITIL framework and processes.

Responsibilities

• Provide first-line technical support via telephone and an online portal.
• Ensure immediate resolution to issues, escalating when necessary.
• Cover both 8am - 4pm and 10am - 6pm shifts on a rotational basis.

Skills

Customer Service telephone call handling experience

Excellent communication skills

Intermediate knowledge of computer hardware and software

Knowledge of ITIL service support processes

Education

Educated to NVQ Level 4 / Diploma level or equivalent in Computing or IT related subject

Proven level of literacy and numeracy - GCSE grade C or above

Tools

MS Office

Job description

We're looking for two Service Desk Analysts to join our team at Eastbourne DGH, providing first-line technical support via telephone and an online portal.

We have two roles available, one is a permanent position and the other is a secondment/fixed term position for up to 18 months.

In this role, you'll provide a responsive, customer focussed service to colleagues who wish to report digital faults, register requests and obtain information and advice.

Wherever possible, you'll provide immediate resolution to issues, ensuring the service is delivered within our agreed Service Level Agreements (SLAs). When needed, you will escalate issues and liaise with colleagues, both within ESHT Digital and across the wider Trust.

The Service Desk is open from 8am - 6pm Monday to Friday and you will be expected to cover both the 8am - 4pm and 10am - 6pm shifts on a rotational basis.

Main duties of the job

Our ideal candidate will have excellent customer service skills, ideally gained from working in a telephone call centre environment. They will need to gather information as quickly as possible to correctly diagnose faults whilst ensuring that each caller feels supported and has confidence that their issue will be resolved.

They will have excellent communication skills, the ability to communicate technical information so that it is understood by non-technical colleagues and will also be a great team player.

About us

A wide range of staff benefits are available to our staff including staff development, enrolment in the NHS pension scheme, auto-enrolment to our Temporary Workforce Service, access to onsite nurseries. staff restaurants and accommodation.

In addition to an internal Occupational Health department, all staff also have access to free psychological support through our confidential Employee Assistance Programme. Onsite parking is available from only £50 a year.

There has never been a better time to join East Sussex Healthcare NHS Trust, submit your application today.

Statement on the Use of AI

We value the individuality that each candidate brings to the application process. While we understand that AI tools are widely available, we strongly discourage applicants from using AI-generated content when applying for jobs with us. We believe that your application should reflect your true skills, experiences, and motivations, which are best conveyed through your own words and unique perspective.

Using AI for your application may not accurately represent your knowledge, skills, and experience and may result in a disconnect between your qualifications and our assessment of your application.

We encourage applicants to take the time to thoughtfully complete their applications; by doing so, you allow us to better understand your true potential and ensure a fair and transparent evaluation of your application. Over reliance on AI-generated content may diminish your chance of success.

Job responsibilities

Please see the attached job description and person specification for further information.

If you have any queries, please do not hesitate to contact us.

Person Specification

Qualifications

• Educated to NVQ Level 4 / Diploma level or equivalent in Computing or IT related subject to include administration and customer service skills
• Proven level of literacy and numeracy - GCSE grade C or above
• Understanding of ITIL framework and processes

Experience

• Customer Service telephone call handling experience
• Experience of delivery to key targets
• Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc.
• Experience of working in team environments
• Experience of working within the NHS
• Awareness of NHS Information Governance principles

Skills

• Knowledge of ITIL service support processes and practices including the application of quality and performance standards
• Intermediate knowledge of computer hardware and software
• Knowledge of desktop and mobile data technology and proficiency in the use of office automation or productivity packages such as MS Office and email
• General understanding of IT / IG guidance/regulations that apply to the NHS, including Freedom of Information Act 2000, Data Protection Act 1998, Caldicott Guidelines and Data Accreditation Standard.
• Ability to work within strict procedures and protocols, ensuring IT security procedures are followed
• Good keyboard and Microsoft Office skills
• Excellent communication skills with a wide range of users including the ability to communicate technical information
• Ability to interpret Trust policies and procedures and be able to communicate this interpretation to end users
• Ability to be able to assess the needs of a situation from the facts presented by the end user and analyse a range of solutions to ensure a successful conclusion of the call
• Understanding of the NHS Constitution
• Understanding of NHS environments and the IT systems involved, e.g. Microsoft Windows 10, Microsoft Office (2010 and above)
• Ability to delegate duties to other team members when appropriate
• Able to move IT equipment such as desktop computers, printers etc.

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.

£27,485 to £30,162 a yearper annum, pro rata