IT Service Desk Analyst

at  NHS Greater Manchester Integrated Care

• Previous applicants need not apply*
  The Service Desk Officer will provide a proficient NHS GM Digital & IT support service across the customer base. Provide in-depth technical remote support for all end-user equipment, systems and software supported by the IT Shared Service. Support will be carried out in accordance with the customer’s Service Level Agreement as well as the departmental guidelines and policies in the most efficient way.
  The Service Desk Officer is the first point of contact for all customers and is responsible for ensuring all service requests and incidents are logged and managed appropriately. The IT Service Desk Officer will have diagnostic and fault-finding knowledge/skills and a broad range of IT knowledge as required. Administrative tasks in support of the service are also performed.

The post holder is responsible for conducting the Incident Management, Request Fulfilment and Configuration Management processes to mandated policy and procedures.

• Provide high quality and detailed first line technical support to internal policies and procedures based on recognised ITIL good practice for all customers seeking support, advice and assistance on all supported IT Systems and infrastructure.
• Handle queries by telephone, self-service portal, email and face to face from users to provide detailed advice, guidance and resolutions for system problems to all customers in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.
• Use remote access tools, have the ability to detect, diagnose and resolve a high level of customer issues to reduce the need to travel to site. Where possible, the post-holder will minimise disruption to users’ workflow by resolving reported incidents immediately using initiative to ensure high levels of customer satisfaction.
• Ensure that all customer/user requests and all actions taken in response to customer/user requests are recorded accurately and in detail using the service management (call management) system used by the IT Shared Service.
• Provide day-to-day system administration and support for systems managed by the IT Shared Service.
• Participate in IT Projects as required to support the implementation of new systems, services or infrastructure.

Integrated Care Systems (ICSs) are partnerships of health and care organisations collaborating to plan and deliver cohesive services, aiming to enhance the health and well-being of local communities. Their objectives include improving population health outcomes, addressing disparities in access and experience, optimising efficiency, and fostering social and economic development. The NHS People Promise underscores the commitment to cultivate an inclusive workplace environment within NHS Greater Manchester Integrated Care, acknowledging and rectifying existing workforce inequalities, particularly concerning ethnic minorities, women, and individuals with disabilities. Positive action measures will be employed to broaden the talent pool and ensure a better understanding of diverse customer needs. The organisation advocates for diversity and inclusivity, offering flexible work arrangements, inclusive policies, and support services to accommodate a varied staff. Applicants from all backgrounds are encouraged to apply, with a specific welcome extended to ethnically diverse and disabled individuals. Feedback on job descriptions and advertisements is welcomed to ensure clarity and inclusivity, reflecting a growth mindset and a commitment to continual improvement.

• Help to ensure the Service Desk attains and seeks to improve internally set and customer facing targets.
• Monitor and action the IT Service Desk queue for the team, efficiently responding to queries within agreed Service Level Agreements. Customers/Users should be kept informed of progress.
• Escalate customer issues and requests to Service Desk Supervisors.
• Assess the impact and urgency of calls to enable appropriate prioritisation in line with Service Level Agreements
• Champions a customer-focused approach and the delivery of high-quality products that respond to customers’ needs.
• Participate in the review and resolution of major incidents where required
• Assist in the maintenance of IT asset inventories as required.
• Be able to work within other IT Service Desk teams as required by the needs of the service.
• Prepared to undertake and complete tasks outside of their job description on an as-required basis in response to business demands.
• Undertake other duties that are considered to be within the general scope of this post as required by the Service Desk Supervisor.

• Provide high quality and detailed first line technical support to internal policies and procedures based on recognised ITIL good practice for all customers seeking support, advice and assistance on all supported IT Systems and infrastructure.
• Handle queries by telephone, self-service portal, email and face to face from users to provide detailed advice, guidance and resolutions for system problems to all customers in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.
• Use remote access tools, have the ability to detect, diagnose and resolve a high level of customer issues to reduce the need to travel to site. Where possible, the post-holder will minimise disruption to users’ workflow by resolving reported incidents immediately using initiative to ensure high levels of customer satisfaction.
• Ensure that all customer/user requests and all actions taken in response to customer/user requests are recorded accurately and in detail using the service management (call management) system used by the IT Shared Service.
• Provide day-to-day system administration and support for systems managed by the IT Shared Service.
• Participate in IT Projects as required to support the implementation of new systems, services or infrastructure