D&I Service Desk Analyst

at  University Hospitals Plymouth NHS Trust

Service Desk Analyst Role: To accurately record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the D&I Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded. To actively monitor telephony, email, voicemail, and online support queues to the service. To be courteous, helpful, flexible, and responsive to users at all times. Ensure response times are being maintained as far as is practicable.
To carry out a range of First Point of Contact fixes (whilst the user is on the phone) for specific customer requests and fault reports, depending on the call type, following defined processes. To correctly forward technical/complex requests and fault reports and incidents to the relevant technical team, depending on the call type. Undertake any other Call Handling related duties as directed by the Service Desk and Installation Manager. Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties.
Thus, any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice. Registration Authority Role: To identify all applicants for IT service to HM Governments eGIF level 3 standard (beyond reasonable doubt) to gain access to the network and authorised systems. To create new user IT network accounts To create and issue Chip and Pin electronic smart cards to those who have suitably proven identities, ensuring that the access profile is appropriate and correctly authorised. To ensure all Registration Authority forms for NHS registration and EP series (electronic prescribing) are completed correctly in line with national and local procedures.
To maintain secure filing systems, both paper-based and electronic holding the personal details of all applicants for audit and verification purposes, as required by the Data Protection Act, ISO 17799, local and national Registration process. Updating users smart card profiles in accordance with clinical sponsor requirements To receive and administer Registration Authority related communications. To handle and process post and correspondence relating to the Registration Authority. Adhere to the national and Local Registration Process as defined by the Registration Authority Manager.
Escalate Registration Authority issues to the Service Desk and Installation Manager or Registration Authority Manager as appropriate. Liaise with other Registration Authorities and sponsors as required Assisting in the production of reports and documentation on RA activities To undertake other duties as designated by the Service Desk and Installation Manager. Documenting all appropriate Registration Authority activities. COMMUNICATIONS & WORKING RELATIONSHIPS: This post involves communication and liaison with all levels of staff and IM&T users, both within the Trust and elsewhere in the NHS.
It also involves communication and liaison with IM&T Department staff, external organisations, and other agencies. Communicate with all supported customers via the telephone or email in a calm, patient and tactful, diplomatic and sympathetic manner, even when callers are annoyed, angry or upset Maintain a high standard of professional behaviour and continually work towards the improved and effective operation of the Service Desk. Build and sustain good relations and effective communications whilst maintaining an efficient and pleasant manner with all callers. Work collaboratively within the ICT team and participate in the induction and training of new staff Report directly to the Service Desk and Installation Manager for all operational matters For further details please see attached JD&PS

Please refer the Job description for details