Digital Support Analyst

at  The Royal Marsden NHS Foundation Trust

The Digital Services Team are looking for a passionate, experienced, and dedicated Digital Support Analyst to join the Service Desk team. This is an opportunity to work for a high functioning, high performing Service Desk, following ITIL best practices in a knowledge based and driven environment. This role will be supporting a user base of 5000+ across multiple locations.
We are looking for Support Analysts with the IT skills necessary to be able to support all RMH Digital users with their IT incidents and queries, and with a passion for providing excellent customer service. You will have strong experience in Active Directory Administration, Office 365 Support and Windows 10. The Support Analysts primary duty will be to resolve incidents where a first-time fix is available, escalating the incident to the relevant team where not achievable. Digital transformation planned across the Trust provides excellent opportunity to be involved in shaping the service and support that our team provides to the trust.
This role has provided opportunities for previous candidates who have been successful in developing their careers further within Digital Services
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That’s why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.

For further information on this role, please see the attached detailed Job Description and Person Specification.

• To provide high quality first-line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.
• Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.
• To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.
• To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.
• Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues.
• Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides & policies.
• To create and maintain user network accounts in Active Directory and other supported applications.
• Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.
• Be responsible for managing own workflow (with the ability to concentre with interruptions) through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.
• Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the marketplace.
• Undertake any other duties which may be reasonably required by their line manager.

• To provide high quality first-line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.
• Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.
• To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.
• To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.
• Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues.
• Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides & policies.
• To create and maintain user network accounts in Active Directory and other supported applications.
• Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.
• Be responsible for managing own workflow (with the ability to concentre with interruptions) through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.
• Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the marketplace.
• Undertake any other duties which may be reasonably required by their line manager