Band 4 IT Service Desk Analyst - Bath

Job overview

An opportunity has arisen for an IT Service Desk Analyst to join the Trust’s busy IT Service Desk.  The successful candidate will become a key member of our team, ensuring smooth operations and providing excellent user support. Prior experience of working on a Service Desk in an NHS environment would be advantageous.

Applicants must be located within practical commuting proximity to Bath and must be available for in‑person attendance at our Bath site for work duties, training sessions, and meetings as required.

Main duties of the job

On a day-to-day basis as a member of the Service Desk Team, responding to and resolving users’ problems and queries relating to IT systems used throughout the Trust. Taking receipt of Service Desk support requests (primarily telephone but also email, written and in person) and logging them, either for resolution within the Service Desk Team or for escalation to other more specialised areas of the IT Department.   Acting as a central point of contact within the IT Department, providing assistance to users  to enable them to make effective use of available software and hardware.

Configuration and support of the Trust’s desktop systems. Investigating and resolving problems and providing information about hardware and software used within the Trust.

Desktop Software currently used includes the following: MS Windows XP; MS Office applications (amongst them Word, Excel, PowerPoint, Outlook); plus various specialist software packages used throughout the Trust.

Ensure that the Trust’s IT asset and user databases are kept accurate and up-to-date. This includes administration of user’s computer accounts (creation/modification and deletion), changing passwords, changing user’s workgroup membership.

Providing telephone or face-to-face training with the users of the Trust IT system as and when required.

Providing one-to-one training sessions, Induction Training for new users and facilitating Service Desk

Please see Job Description for full details

Detailed job description and main responsibilities

Candidates should have excellent communication skills, a good working knowledge of IT applications and practical experience of some or all of the following: Windows 10/11, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, and IT Ticketing Systems.

The successful candidate will be expected to carry out the following duties;

• Taking receipt of IT Service Desk support requests (primarily telephone but also email, written and in person) and logging them within the Trust's Service Desk tool.
• Take ownership of and responsibility for the requests and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) in operation.
• Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory  resolution.

Technical Administration To ensure that all required system administration activities are carried out in a structured and timely manner.

Service Desk

To assist in the delivery of a professional IT Service Desk function. This to be the central hub for all requests for IT assistance.

To provide excellent customer service at all times (e.g. call answering and on emails).

Other

Receives requests for support or advice from users and other IT staff  members, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.

Where necessary, liaises with and/or refer support requests to other IT staff members as well as IT department staff in other organisations.

Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.

Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.

Maintains the Trust's desktop hardware and software to required standards.

Ensures that systems used by the IT department, such as the inventory of assets and Service Desk call system, are kept up to date and as accurate as possible.

Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.

Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced.

Provides expert guidance/advice and acts as a mentor to less experienced colleagues.

Implements policies for own work area and proposes changes to working practices or procedures for own work area.

Undertakes such other duties as may reasonably be required of you  commensurate with your general level of responsibility and the general scope of the post, as determined by the IT Service Desk Manager.

Right to Work in the UK This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the legal right to work in the UK at the time of application, as the organisation is unable to support sponsorship for this post.

Please see Job Description for full details