Associate Service Desk Analyst

As an Associate Service Desk Analyst, you will be responsible for being a team member of the 1^st Line IT Service Desk team that will be responsible for providing 1st line ICT support for the Group., · To contribute to providing a Service Desk call logging and first line incident resolution service.

· Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.

· Solutions driven, confident and friendly approach when dealing with end users.

· Ensuring that you maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.

· Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.

· Contribute to ensuring calls and e-mails to the Service Desk are recorded correctly. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or Support Service Desk Analysts.

· Contribute to ensuring the service offered is to the highest standard and gives great customer service.

· Show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user’s abilities.

· Ensuring tickets are logged in a consistent manner which meets the standard minimum data set.

· Ensuring that you deliver to agreed SLAs.

·, · To contribute to providing a Service Desk call logging and first line incident resolution service.

· Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.

· Solutions driven, confident and friendly approach when dealing with end users.

· Ensuring that you maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.

· Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.

· Contribute to ensuring calls and e-mails to the Service Desk are recorded correctly. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or Support Service Desk Analysts.

· Contribute to ensuring the service offered is to the highest standard and gives great customer service.

· Show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user’s abilities.

· Ensuring tickets are logged in a consistent manner which meets the standard minimum data set.

· Ensuring that you deliver to agreed SLAs.

· Ensuring that calls logged to the service desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users and other departments.

· Contribute to ensuring that all methods of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets, Applications will be transferred to TRAC system, by completing an application your are giving authorisation for the transfer of your data.

Correspondence regarding your application will be sent to you via a TRAC system account.

We are an equal opportunities employer, which aims to employ a workforce that reflects the diverse communities we serve. We welcome applications from all suitably qualified persons from all backgrounds.

We welcome applications from members of our black and minority ethnic (BME) communities, especially in relation to senior posts within at KGH.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

Appointments will be made on merit.

In submitting an application form, you authorise Kettering General Hospital (KGH) NHS Foundation Trust to confirm any previous NHS service details via the Electronic Staff Record (ESR) Inter Authority Transfer (IAT) process. Including factual reference, occupational health clearance and statutory and mandatory training record.

If you need to have a Disclosure Barring Service (DBS) check, as a requirement of the role, you will be required to repay the cost of obtaining a DBS check (£50) and this amount will be reclaimed from your first salary. From 1st February 2019 all new starters to the Trust are required to join the DBS update service as per Trust DBS Re-checking Policy which has an annual cost of £16. New employees who do not join the update service will be required to pay £50 for a new DBS check in 3 years time.

Please note that news starters with KGH are subject to a six month probationary period.

Please ensure that the information you provide on your application form is correct, accurate and that nothing has been omitted. Any information that is stated in your application form in relation to qualifications/training courses/work/education experience/references must be able to be evidenced. Failure to do so may result if your offer being withdrawn.

"Safeguarding is everyone’s business. KGH considers Safeguarding a priority amongst its citizen’s and a key value for all employed to the service."

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative. We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

You should have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in ICT Service Delivery, in particular the areas of incident and request management.

You should have good interpersonal skills and be comfortable building relationships with customers at most levels.