Swydd wag: Service Desk Analyst, Northampton General Hospital NHS Trust, Kettering

Crynodeb o'r swydd

Prif leoliad: ICT
Gradd: Band 4
Contract: Parhaol
Oriau: Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd: 265-6247443- COR

Cyflogwr: Northampton General Hospital NHS Trust
Math o gyflogwr: NHS
Gwefan: Kettering General Hospital
Tref: Kettering
Cyflog: £22,383 Per Annum
Cyfnod cyflog: Yn flynyddol
Yn cau: 23/05/2024 23:59

Service Desk Analyst

Band 4

Swydd ddisgrifiad a phrif gyfrifoldebau manwl

Main Duties and Responsibilities

Using Trust telephony and email systems, follow agreed protocols to respond to telephone calls and emails from users, whilst recording these within the Trust incident management system.

Maintain appropriate records of all contact made whilst logging and responding to calls/ emails;Including providing feedback to the end users on the progress of their incident/ request on a regular basis through the lifecycle of the call.

Maintain agreed service standards on the timeliness and quality of service provided by ICT Service Desk.

Ensure that calls and e-mails to the ICT Service Desk are recorded correctly and monitored for progress, escalating any potential problems of a serious or sensitive nature to the appropriate manager.

Communication and Relationship Skills

Work closely with the other areas of Digital Portfolio to support end user issues and problem resolution.

To ensure effective communication between the ICT Service Desk and departmental resolver teams, ICT teams, the Trust and Third Parties; including the provision and receipt of complex or sensitive information.

To communicate complex technical issues in language relative to the end user.

To actively promote the Digital Portfolio, including assisting with quality assurance and customer
satisfaction surveys.

Create documentation of new systems to help the ICT Service Desk provide 1st line support to for the
system. This includes supporting and training colleagues.

Show empathy and understanding when dealing with IT shy users whilst providing guidance in line with user’s abilities.

Analytical and Judgemental Skills

Using departmental guidelines and protocols, actively troubleshoot and / or document to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled in a professional and customer sensitive manner.

Using your knowledge of policies, procedures and IT to provide users with realistic and implementable alternatives.

Provide feedback and input to the development of new guidelines or procedures.

Manyleb y person

Education, Training & Qualifications

Meini prawf hanfodol

Diploma in IT or higher/ or equivalent
GCSEs in English Language (or equivalent) and Mathematics at grade C or above
NVQ II in Customer Care or IT related subject
European Computer Driving License or equivalent IT qualification
Able to liaise with people in a professional manner at all levels including staff within NGH and other Trusts and members of the general public and outside agencies

Meini prawf dymunol

ITIL Foundation in Service Management
CompTIA A+
CompTIA N+
MCSA in Window 10 – installing & Troubleshooting

Knowledge & Experience

Meini prawf hanfodol

Experience of providing telephone support to customers in a busy office / call centre or similar environment
Experienced in using guidelines alongside own initiative when dealing with customer’s requests and queries
Working to defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
European Computer Driving License or equivalent IT qualification

Meini prawf dymunol

Experience of working with technical and professional staff
Experience of delivering ICT service desk support
Experience of working in a hospital or other NHS setting
Working in an ITIL environmen

Skills

Meini prawf hanfodol

Good keyboard skills with attention to detail
Attention to detail with excellent written English
Good analytical/ problem solving skills
Strong interpersonal skills to work with team members to achieved agreed objectives
Ability to work without close supervision
PC installation and refresh
First line PC support using remote Admin Tools
Able to work flexibly in a fast moving work environment

Meini prawf dymunol

Familiar with basic PC hardware components and functionality
Capable of acquiring an understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
Ability to provide concise documentation
On-site Desktop Support
Excellent organisational skills

At Northampton General Hospital we provide general acute services and hyper-acute stroke, vascular and renal services to people living in Northamptonshire. As well as this we are an accredited cancer centre and provide cancer services to a wider population of Northamptonshire and parts of Buckinghamshire.

We are proud to be the first hospital in the UK to have obtained Pathway to Excellence® designated accreditation from the American nurses credentialing centre (ANCC).

We celebrate staff achievements and value the importance of working as one big team. That’s why we talk about Team NGH. It’s all about working together to provide the best possible care for our patients and supporting each other to grow and develop our skills. We are driven to helping you to be the best you can be.

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative. We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Apply today and join the largest family in Northamptonshire.

Our Excellence Values:

Compassion
Respect
Integrity
Courageous
Accountable

To apply for this post, scroll down to the bottom of this page and select “apply online now”.

In submitting an application form, you authorise Northampton General Hospital to confirm any previous NHS service details via the Electronic Staff Record Inter Authority Transfer process should you be appointed to the post.

Due to the high number of applications received we are unable to respond to each application individually. If you have not been contacted within 4 weeks of the closing date you have been unsuccessful in this application.

For further information on nursing, apprenticeships, A&E or any other departments please visit our specific website or pages that are indicated on the right hand side of this advert.

Northampton General Hospital NHS Trust recognises that staff of differing backgrounds and life experiences enrich our workforce and bring different skills and knowledge. We therefore encourage and welcome applications for our vacancies from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

PLEASE NOTE THAT WE RESERVE THE RIGHT TO CLOSE VACANCIES PRIOR TO THE ADVERTISED CLOSING DATE WHEN WE ARE IN RECEIPT OF SUFFICIENT APPLICATIONS