IT Service Desk Analyst

Job overview

Interview expected to take place in the week following shortlisting: commencing 17/02/25

Bradford Teaching Hospitals NHS Foundation Trust are seeking a talented and dedicated IT Service Desk Analyst to join our dynamic team.

As an IT Service Desk Analyst, you will be responsible for providing technical support and assistance to our internal users, ensuring smooth operation of our IT systems and delivering excellent customer service.

The successful applicants will join a busy Service Desk and will play a key part in supporting the trusts 6,000 staff and various key services.

You will be required to work both as part of the team and as an individual. You must also communicate and support users at all levels within the business, including other members of the Trusts IT team and liaising with external systems suppliers.

For further information (or to arrange an informal discussion about the post) please contact: John Greenaway [email protected]

1. Be the first point of contact within Informatics for all queries, incidents, problems and requests. Accurately log Informatics-related calls for incidents, problems and requests received by telephone, electronically or in person using the SupportWorks incident workflow system.
2. To use the appropriate network administration tools to create, amend, administer user accounts and perform network administration.
3. Monitor open calls against agreed SLAs (Service Level Agreements) and chase progress with assigned technicians as appropriate.
4. Manage the user experience and their expectations by keeping them updated on the status of their reported incident.
5. Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department’s culture of continuous improvement.
6. Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate.
7. To answer the telephone professionally, respond promptly to requests by email and record all calls accurately on the SupportWorks incident workflow system.

Working for our organisation

Bradford Teaching Hospitals NHS Foundation Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.

By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Bradford Teaching Hospitals NHS Foundation Trust this is your opportunity to be a part of that change.

WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnership’s ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.

Detailed job description and main responsibilities

Please see detailed Person Specification and Job Description attached to this advert for more information.

Person specification

Experience

• Experience of working in an IT Service Desk environment.
• Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.

Skills

• 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.
• Ability to take ownership and be able to communicate escalations to a range of stakeholders.
• Specialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment
• Excellent written and verbal communication skills
• Substantial customer facing Skills
• Ability to analyse situations / information to identify and resolve a range of problems

Knowledge

• Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data
• Knowledge of a range of relevant hardware and software environments, gained through qualification or equivalent experience
• Knowledge of ITIL Service Management
• Knowledge of remote user technologies
• Knowledge of remote user technologies

Qualifications

• GCSE Math’s and English (A-C) or equivalent.
• Customer service trained or equivalent experience
• Higher National Certificate / Diploma or equivalent or relevant experience

• ITIL Foundation