Service Desk Analyst

Portsmouth Hospitals University NHS Trust

This post is only open for applications for individuals employed within the Hampshire and Isle of Wight NHS Care System.

Main Duties of the Job

To 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 minimize the impact of IT services on service users and on patient care, support services, and management by:

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

About Us

Our vision for Single Corporate Services Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.

Job Responsibilities

1. First Point of Contact: Be the first point of contact for IT service users, handling all types of queries, requests for service, and incident logging.
2. Accurate Logging: Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
3. User Account Management: Assist with user account management tasks, including user provisioning, access permissions, and account maintenance.
4. Issue Resolution: Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.
5. Team Collaboration: Work as part of an IT service desk team, supporting a wide range of IT systems.
6. Customer Service: Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.
7. Professional Development: Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.
8. Compliance: Adhere to Trust policies and procedures as required.
9. Flexibility: Occasionally be required to work flexibly to meet the demands of the service.

Person Specification

Skills and Knowledge

• Strong customer service and communication skills.
• Able to use own initiative to investigate and resolve problems.
• Good interpersonal and explanatory skills in dealing with a wide range of information technology users ranging from skilled to IT illiterate.
• Excellent customer-friendly telephone manner.
• Ability to remain calm when dealing with difficult users.

Qualifications

• ITIL Foundation Certificate.

Experience

• Demonstrable communications and customer service skills in a workplace environment.
• Working knowledge of Information Technology products.
• Experience in the use of Windows operating systems and Office 365.
• Experience of either providing IT Service Desk support or first-line IT support, preferably in PC applications.
• Experience of using remote support software.
• Active Directory knowledge.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer Name

Portsmouth Hospitals University NHS Trust