IT Service Desk Analyst

at  Essex Partnership University NHS Foundation Trust

Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust - Responsible for delivering a compassionate, dignified and respectful service to patients at all times. To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible. Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes. Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions.
Providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff. Support the IT Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk. KEY RESPONSIBILITIES To record all incidents and service requests in order to provide good data for Incident and Problem Management To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request. Using initiative to resolve incidents, seeking advice as required in line with departmental policies and procedures To identify, record and report against non-trust items against which internal customers request service To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff. To maintain relationships with interfacing business functions and other IT functions To implement escalation procedures as appropriate To achieve maximum personal KPIs To assist the team in achieving the targets set for the department (SLAs) Participate in the out-of-hours on-call rota Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous Business awareness; display a working understanding of the trust and an appreciation of the business applications Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task Personal attributes; punctual, tenacious, persevering, use initiative Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests TECHNICAL SKILLS Ability to use internal systems in relation to the role Knowledge of Automatic Call Distributor ACD telephone system Active Directory management/administration/maintenance Richmond IT Service Management System knowledge/experience ITIL awareness Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st and 2nd line user queries/resolutions Basic Cisco awareness to allow diagnosis through circuit IDs Experience of remote fixes, via Remote Desktop Viewer, RDP or other terminal services Anti-virus/backup/window update checks/reportin

Please refer the Job description for details