Support Service Desk Analyst
Job overview
As a Support Service Desk Analyst, you will be responsible for being a team member of the 1^st Line Service Desk team that will be responsible for providing 1st line ICT support for the Group. Acting as a point of escalation for the Associate Service Desk Analysts.
You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in Service Delivery, in particular the areas of incident and request management.
You should have good interpersonal skills and be comfortable building relationships with customers at all levels.
You must be able to work under timescales and remain calm under pressure particularly during major service disruptions.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites will be required. Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.
Main duties of the job
Responsible for providing a Service Desk call logging and first line incident resolution service.
Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers.
Solutions driven, confident and friendly approach when dealing with end users.
Ensuring that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team. Receive escalations from Associate Service Desk Analysts, assisting where possible. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1^st Line Team Leader.
Working for our organisation
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values- Compassion
- Accountability
- Respect
- Integrity
- Courage
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.
Detailed job description and main responsibilities
Support and assist with development of the Associate Service Desk Analysts.
Work with the Service Desk Analysts to identify process improvements.
Ensuring the service offered is to the highest standard and gives great customer service.
Ensure that you lead by example, show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user's abilities.
Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set.
Contribute to ensuring that you deliver to agreed SLAs.
Providing technical advice and information to the Associate Service Desk Analysts.
To contribute to producing and maintaining operational procedures.
Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties.
Ensuring that all methods of customer contact are monitored and responded to -Telephone calls, Emails, Self-service tickets
Management and Leadership
Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
Deputise for the Service Desk Analyst as necessary and where appropriate.
Technical Service Delivery
Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records.
Be aware of all changes and when they are taking place.
Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-criticalsystems.
Person specification
Skills
Essential criteria- Good verbal and written communication and presentation skills suitable for a range of audiences.
- Able to clearly manage priorities for self, staff and teams in order to meet targets
- Accurate and advanced keyboard skills
Knowledge & Experience
Essential criteria- Experience of being a member of a 1st line ICT Service Desk team that provides quality call handling, incident and service request progression supporting the provision of all ICT services.
- Evidence of continuing professional development
- Experience of delivering a Service Delivery function, preferably in the public sector
- Experience in contributing to the success of a multi-disciplinary team as effective team member
- Experience of working within multi-disciplinary teams
- Experience of working within the agile methodology
- Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
- Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos
- Knowledge of ITIL service principles and processes and experience in ICT Service Delivery, in particular the areas of incident and request managemen
- Experience of contributing to the creation of technical (sometime complex) documentation for new or updated systems and services.
Education
Essential criteria- Educated to Diploma/Vocational Level 4 education or equivalent level or equivalent experience delivering Digital services
- ITIL v.3 or later foundation certificate or equivalent experience
- Knowledge of the provision of health services
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