Senior Service Desk Analyst

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Detailed job description and main responsibilities

To take ownership of receiving and recording incidents and service requests, presented through a variety of mediums (face to face, phone, self-service, email) for a wide range of customers who use Nottingham University Hospital systems.

To provide first line support via analysing and diagnosing as they are reported to the Service Desk, ensuring all relevant information is captured and recorded whilst resolving the majority of incidents at first point of contact using remote support tools where applicable to achieve this.

Categorise and prioritise incidents and service requests ensuring all issues are resolved within contracted Operational Level Agreements (OLA).

Having a broad understanding of all IT support services, this will make a Service Desk Analyst effective when making decisions to triage requests efficiently and appropriately.

Managing end user expectations through a structured SLA and Priority system while providing meaningful updates and information throughout the lifecycle of the request. The incumbent will be expected to convey complex technical information to members of staff in a non-technical fashion.

To ensure that incidents not resolvable at first-line are escalated to the appropriate second-line teams/3rd party suppliers for further investigation.

To initiate procedures to contact off-site support and progress 3rd Party calls to completion.

Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible.

To initiate the appropriate IT escalation process and ensure the IT Service Operations Manager is updated regarding any unresolved issues; liaise with technical escalation teams, suppliers, and end users directly, either verbally or via email.

To escalate existing logs in the system where customers have not received updates.

To assist the IT Service Operations Manager in attaining to Key Performance Indicators (KPI's) set for the Service Desk.

Collating information ready for analysis by other support teams or management.

Monitor and highlight requests which could potentially breach service levels and proactively monitor progress of such requests.

Be aware of and follow escalation procedures appropriately, ensuring senior management are made aware of any high priority issues that require the attention of specialist teams.

Become familiar with the scope of the IT service by understanding the basic IT infrastructure and applications that are in use throughout the organisation.

Develop excellent IT skills to provide 1st line support including the use of remote monitoring and administration software.

Determine whether there are patterns emerging in the nature or characteristics of requests being logged and recommend remedial action. Any recurring problems should be flagged with senior management and the necessary actions completed on the call logging system.

Make procedural recommendations to assist in the smooth running of the Service and assist with the development and maintenance of quality standards for the department.

Participate in the rotational rota, covering the hours of 7.00 a.m. - 6.00 p.m. Monday to Friday as outlined by the IT Service Operations Manager.

Implement and adopt new ways of working to support our user base more efficient and effectively while focussing on improving the first-fix-rate of requests.

Ability to lead on high priority incidents and requests to ensure a quick resolution or workaround.

To maintain a professional service to all users of the Service Desk and to be proactive in your support of those users.

To take ownership of customer feedback and to continue to look for ways to improve the service we give our customers reporting any complaints to the IT Service Operations Manager.

To adhere to the Data Protection Act, confidentiality and Information Governance requirements of the hospital.

Contribute to Service Desk service improvement.

To be part of a 24/7 on call rota.

Any other duties as determined appropriate by the IT Service Operations Manager and the Service Desk Team Leaders.

Person specification

Experience

Essential criteria

• Experience in supporting Microsoft products
• Experience in either a first line support or call centre activity

Desirable criteria

• Experience in supervisory position

Communication and relationship

Essential criteria

• Ability to translate customer queries into calls using relevant language to help teams resolve the customer fault.
• Excellent interpersonal and communications skills, written and verbal

Analytical

Essential criteria

• Good attention to detail
• Good troubleshooting skills - identify RCA

Planning & Organisational skills

Essential criteria

• Ability to prioritise tasks and adopt a flexible approach to working methods and time
• Good organisational and time management skills.

Physical

Essential criteria

• Ability to sit for long periods of time

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.

Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application

NUH are now able to offer application completion support and interview preparation support. Please follow the link to book onto our sessions: Support for NUH Job Applications

If you are aged 16 or 17 and applying for a role that is more than 20 hours a week, please be aware that you will be asked to commence an Apprenticeship within the Trust alongside your role, as long as there is a suitable apprenticeship standard available. This is in line with the current guidance in England that whilst young people under the age of 18 can leave school (on the last Friday in June) they must then do one of the following:

• Stay in full-time education, for example at a college
• Start an Apprenticeship
• Spend 20 hours of more a week working or volunteering, while in part-time education or training

For more details visit; School leaving age - GOV.UK (www.gov.uk)

Salary: The quoted salary will be on a pro rata basis for part time workers.

Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.

At Risk of redundancy: NHS employees within the East Midlands who are 'at risk' of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.

International Recruitment: If you are applying for a role with us from outside of the UK then please read the guidance on applying for a health or social care job in the UK from abroad.

ID and Right to work checks: NUH authenticate ID and right to work documentation including passports and driving licenses through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.

Consent:

• Transfer of information: If I have previous NHS service - I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.
• Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£42.90 for enhanced and £22.90 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month's pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.
• For more information about our organisation and the career opportunities available, please visit our website and/or follow us on Instagram, Twitter and Facebook

Employer certification / accreditation badges

Documents to download

• Job Description (PDF, 840.3KB)
• Senior Service Desk Analyst Person Spec (PDF, 312.6KB)
• Mindful Employer (PDF, 242.5KB)
• Equality and Diversity (PDF, 122.3KB)
• Equal Opportunities (PDF, 57.4KB)
• Disability Confidence Scheme (PDF, 51.0KB)
• Rehabilitation of Ex Offenders (PDF, 106.0KB)