IT Service Desk Analyst

at  Norfolk Community Health and Care NHS Trust

The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.
The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).
Customer Services comprises of a Service Desk team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.
This role is working within the Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10, Office 365 and a number of internal applications.
To maintain and increase customer productivity by providing first line customer focused information and advice, solving technical incidents and problems.
Apply now to join an organisation that has been awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Main Duties & Responsibilities
Providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers
Work as a part of the Service Desk function by working as an effective interface between the business and support teams
Supporting over 3000 customers, 3000 technical hardware and providing a first time fix for approximately 2250 calls a month
Detecting, recording, classifying, prioritising all IT incidents and tasks
Recording all IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards
Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement
Responsible for maintaining data quality\integrity of the Digital Services call management system
Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible
Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services
Provide technical advice and training for “how to” queries from customers
Monitoring and tracking incidents, escalating where necessary hieratical or functionally
Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement
Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
Installing and configuring desktop software
Administering IT accounts and system privileges in accordance with the security policy
Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date
Responsible for the safe use of IT equipment, software installs, configuration and maintenance
Other Service Desk activities, as directed, to continuously improve service and strive for best practice
Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding
Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer
Presenting a positive image of Digital Services at all times and comply with all Corporate Polic

Please refer the Job description for details