Service Desk Analyst

A new and exciting opportunity has arisen to join the MY Digital Service Desk team as a Digital Service Desk Analyst at The Mid Yorkshire Teaching NHS Trust.

The Digital Service Desk team, in conjunction with other teams within Digital Services, delivers Trust-wide first line support to staff via telephone, remotely and in person, providing users with excellent service and support to deliver their roles safely and effectively.

We are looking for friendly, motivated and enthusiastic individuals who are passionate to deliver high-quality, customer-focused first-line IT support and contribute to its ongoing development.

This is a full time position working Monday to Friday, within the hours of 08.00am - 10.00pm.

Main duties of the job

To deliver a comprehensive range of high-quality, customer-focussed first-line IT support to staff and affiliates of the Trust.

To interpret and investigate enquiries and provide guidance from initial contact through to resolution ensuring that all IT enquiries are handled efficiently and effectively, in line with Trust standards and service levels.

To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services.

Job responsibilities

To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services.

To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management.

To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely.

Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust standards and service levels.

To use initiative and judgement to resolve both routine and non-routine IT enquiries, seeking advice from supervisors, as required, in line with departmental policies and procedures.

To ensure that any IT enquiries that cannot be dealt with directly are escalated to the appropriate resolver teams.

To investigate and analyse re-opened enquiries.

To provide reports, as requested, in order to analyse the trends of enquiries.

To provide a high level of customer service and satisfaction at all times.

To produce and maintain documentation for use in the online Knowledgebase.

To manage and maintain the asset database and documentation as appropriate to the role.

To occasionally assist the Technical Team with the moving and handling of equipment.

To work within the Trust Digital Technology Security Policy at all times and ensure all systems supported comply with this.

To undergo staff training and development as required and attend all team and departmental meetings.

To update systems as appropriate to track the lifetime of IT assets within the Trust.

To demonstrate the Trust's core values and behaviours.

Person Specification

Experience

• Experience of working in a high-pressured service environment in a customer-facing role.
• Good working experience of current Windows PC and MAC operating systems.
• Experience of working to Service Level Agreement targets and managing own workloads to meet them.
• Experience of working in an IT Service Desk environment.
• Experience of using ITIL processes for IT Incidents and Service Requests.
• Experience of using IT Service Management tools.
• Previous NHS experience.

Qualifications

• 3 GCSEs at Grade C or above including English and Mathematics (or equivalent qualification). In exceptional cases, a lesser qualification may be acceptable with relevant experience.
• NVQ3 or HNC in a PC/desktop support related discipline or equivalent.
• ECDL or equivalent qualification or knowledge.
• Certification/accreditation in specific IT products or technologies, such as MS Office.
• Certification/accreditation in appropriate service delivery skills, such as ITIL v3/4, or in customer services.
• Service Desk Analyst certification.

Personal Attributes

• Proven organisational skills including the ability to handle multiple tasks and to prioritise effectively.
• Adaptable and flexible approach towards hours of work.
• Ability to work effectively under pressure.

Knowledge and Awareness

• Up to date knowledge of common computer equipment.
• Good working knowledge of current Windows PC and MAC operating systems.
• Basic knowledge and understanding of Active Directory services and Office 365.
• Advanced knowledge of current Microsoft Windows operating systems.