Service Desk Analyst in Hampshire, Portsmouth

Weekly Hours / Programmed Activities: 37.5

Salary Band: Band 3

Staff Group: Administrative and Clerical

Contract Type: Permanent

Job Area: Admin and Corporate

Company Description

Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. The single corporate service is delivered across both organisations. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

Job Description

NHS Band 3: Salary £25,760- £27,476 per annum

Hours per Week: full time 37.5

Location: Block 4000, Lakeside, North Harbour, Portsmouth, PO6 3EN

We are looking for an outstanding candidate who will help improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimise the impact of IT services affecting service users and on patient care, support services and management by:

• Providing first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.
• Resolving maximum number of incidents, at first contact, within agreed timescales in line with service agreements.
• Where relevant, escalation calls to second-line service desk staff.

Your Responsibilities:

• Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging.
• Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
• Assist with user account management tasks, including user provisioning, access permissions, and account maintenance.
• Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.
• Work as a team, forming part of an IT service desk, supporting a wide range of IT systems.
• Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.

Specific Core Functions

You will be expected to undertake the following responsibilities:

• Customer Support
• Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging, ensuring a consistent approach is taken and the customer receives an efficient and responsive service.
• Provide a first-line support service, following triage guidelines, ensuring necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements.
• Route services request, such as changes and procurements to the correct support group.
• Keep up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users.
• Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment.
• Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them.
• Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software, assisting in resolved tickets at first contact where possible.
• Where necessary, allocate specialist technical tasks to the relevant support team or third-party maintenance company. Managing tickets to ensure service users are kept informed of progress, through to resolution.
• Carry out team administrative tasks as required including inventory surveys and assets register updates.

ITIL Foundation Certificate

Experience

• Demonstrable communications and customer services skills in a workplace environment
• Working knowledge of Information Technology products
• Experience in the use of Windows operating systems and office 365

Additional Information

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and Disability, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.