Service Desk Analyst - Band 4

at  Gloucestershire Hospitals NHS Foundation Trust

The Countywide IT Service provides IT Services to NHS Organisations and their Partners across Gloucestershire.
We seek an enthusiastic and energetic individual with integrity who has excellence and innovation key to their values. Courtesy and Collaboration are vital components of our service delivery.
The successful candidate will provide technical support in areas of service delivery, ensuring continuous improvement to services supporting business continuity. They will be required to work with all levels of IT Service staff, and to assist in the training and assessment of more junior staff.

The service desk environment is an extremely busy environment, the candidate will need to ensure that all incidents are logged with a high level of data accuracy and that Incidents are monitored and escalation procedures invoked where necessary. This will include regular communication to customers to support continual service improvement.

• Provide a first point of contact for all IT issues
• Work within Trust and department guidelines, policies and procedures
• Logging faults to our incident management system, maintaining a very high level of data quality, speed and accuracy
• Resolve a variety of incidents using software that connects to remote systems
• Provide users with realistic expectations in line with our Service Level Agreements

The following key skills are required

• Proven, effective communication skills
• Methodical, analytical, calm, self-motivated and confident demeanour, with the ability to multitask and work under pressure
• Experience of delivering services under SLA or project based conditions

The following skills are desirable

• Ability to understand and communicate complex technical information
• Advanced keyboard skills
• Knowledge of ITIL Frameworks and best practice

The service Desk is a team of 14 staff who support Hospitals Trust, ICB and GP staff across Gloucestershire.
The team work independently and resolve 70% of calls at First line, following knowledge articles and guidance provided. The team also have a senior member of the team on hand daily to respond to any urgent escalations/questions. The team keep in regular contact using MS Teams video calls and chat functionality.

On a daily basis we see around 300 phone calls to the service desk each day, we then process a high volume of email and self-service requests on top of that. The team have a rota in place to share these tasks out allowing variety to the day to day role.

• Provide a first contact for all IT issues. All requests to be handled in a responsive, professional and customer oriented manner to support the image of an effective front line service to the Trust’s client base.
• Logging faults to our incident management system (TOPDesk), maintaining a very high level of data quality, speed and accuracy. Post holder is required to carry out direct technical support tasks where skill levels and time allows.
• Required to make technical changes to systems where appropriate to maintain continuity of service. This includes knowledge of clinical systems which have a direct impact on patient services.
• Resolve a variety of incidents using software that connects to remote systems, using own initiative whilst considering any Trust wide implications and impact their action may have on clinical systems and services.
• The post holder will often have to work to meet client time constrains, requiring the post holder to perform rapidly, calmly and confidently often to conveying complicated and complex instructions the user, in order that resolution to certain problems are solved instantly.
• On a daily basis, monitor the trust service management system (TOPDesk), tasks where unresolved jobs are identified and the post holder will decide to resolve themselves or escalate for resolution, depending on the complexity of the problem.
• Provide users with realistic expectations in line with our Service Level Agreements and ensure that clients are aware of progress of faults to both personally used and Trust wide systems.
• The post holder is required to switch concentration between a number of different information systems whilst resolving problems. Interruptions are constant throughout the day, resulting in plans being altered at a moments notice.
• Work within Trust and department guidelines of policy, practice and procedure. The post holder is expected to comment on changes in policy within the IT Services department were they to be required. Examples include Data Protection, IT Security Policy and Disaster Recovery policies.
• To produce technical documentation for all members of the IT department. For example additions to the technical knowledge base.
• Remain professional and keeping calm when having to defusing situations involving irate, verbally aggressive users who are frustrated with the service provided by technicians and/or service desk staff.
• Initial diagnostic service performed when information is being provided by users with very little knowledge and understanding of PCs.
• Dealing with the more in depth IT issues that high end users come across.
• Activities may impact directly on patient care. Faults may be with patient systems, and networks that will constrain users from carrying out their clinical care.
• They will be required to work with all levels of IT Service staff, and to assist in the training and assessment of more junior staff.
• The post holder will be required to take part in an on call Rota providing emergency out of hours IT support to Gloucestershire Hospitals NHS Foundation Trust, and NHS Gloucestershire’s Out of Hours Service users

• Provide a first contact for all IT issues. All requests to be handled in a responsive, professional and customer oriented manner to support the image of an effective front line service to the Trust’s client base.
• Logging faults to our incident management system (TOPDesk), maintaining a very high level of data quality, speed and accuracy. Post holder is required to carry out direct technical support tasks where skill levels and time allows.
• Required to make technical changes to systems where appropriate to maintain continuity of service. This includes knowledge of clinical systems which have a direct impact on patient services.
• Resolve a variety of incidents using software that connects to remote systems, using own initiative whilst considering any Trust wide implications and impact their action may have on clinical systems and services.
• The post holder will often have to work to meet client time constrains, requiring the post holder to perform rapidly, calmly and confidently often to conveying complicated and complex instructions the user, in order that resolution to certain problems are solved instantly.
• On a daily basis, monitor the trust service management system (TOPDesk), tasks where unresolved jobs are identified and the post holder will decide to resolve themselves or escalate for resolution, depending on the complexity of the problem.
• Provide users with realistic expectations in line with our Service Level Agreements and ensure that clients are aware of progress of faults to both personally used and Trust wide systems.
• The post holder is required to switch concentration between a number of different information systems whilst resolving problems. Interruptions are constant throughout the day, resulting in plans being altered at a moments notice.
• Work within Trust and department guidelines of policy, practice and procedure. The post holder is expected to comment on changes in policy within the IT Services department were they to be required. Examples include Data Protection, IT Security Policy and Disaster Recovery policies.
• To produce technical documentation for all members of the IT department. For example additions to the technical knowledge base.
• Remain professional and keeping calm when having to defusing situations involving irate, verbally aggressive users who are frustrated with the service provided by technicians and/or service desk staff.
• Initial diagnostic service performed when information is being provided by users with very little knowledge and understanding of PCs.
• Dealing with the more in depth IT issues that high end users come across.
• Activities may impact directly on patient care. Faults may be with patient systems, and networks that will constrain users from carrying out their clinical care.
• They will be required to work with all levels of IT Service staff, and to assist in the training and assessment of more junior staff.
• The post holder will be required to take part in an on call Rota providing emergency out of hours IT support to Gloucestershire Hospitals NHS Foundation Trust, and NHS Gloucestershire’s Out of Hours Service user