IT Service Desk Analyst

An exciting opportunity has arisen within The Royal Wolverhampton NHS Trust, where we are looking to appoint to the role of ICT Service Desk Analyst within ICT Services

This key position will provide support to the ICT Service Support Service Desk Team.

We are looking for a committed and professional candidate with a track record of high levels of performance and exceptional customer care.

The successful candidate will have good understandings and experience of Service Desk protocols, performance targets and be able to accept, action and resolve high profile escalations from all areas of the ICT estate.

We are looking for an enthusiastic and highly motivated individual to join our team so if you think that you have the requisite skills and experience to meet this challenge, then we would like to hear from you.

The Support Technician is the first point of contact of the IT Department with a day to day responsibility to provide first class support to users of information technology.

The role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required.

To have ownership of calls through to resolution ensuring individual and departmental targets/kpi’s are met.

Provide effective levels of customer service and communicate effectively with all staff at all levels, including Doctors, Practice Managers, Clinical Staff and administration staff.

To ensure that the systems that the clinical staff are reliant upon, for the provision of good patient care, are operational all of the time, and in the event of any failure are resumed to operation as quickly as possible.  This ensures that the care of the patients never suffers as a result of IT equipment or Systems failure.

Providing a responsive and effective hardware and software support in accordance with department service level agreements.

Ensure Individual/team KPI’s and SLAs are achieved.

Ensure high levels of customer care/satisfaction are achieved.

Ensuring the provision of the service; including Software and Hardware.

Scheduling the installation of equipment for user in accordance with Trust Standards and Service Levels.

Providing line managers with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.

Providing assistance and technical support on a daily basis on the IT Service desk. Answering calls to the service desk, logging them within the service desk call logging system  and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution

Providing the users of the service with regular accurate information, ensuring adherence to escalation procedures when dealing with complaints and dealing with 2nd line technical support staff.

Offering fault diagnosis on all calls reported to the helpdesk achieving 75% first line fix target

Designs, develop or program and maintain computer systems; maintains user IT accounts and system rights; maintains computer hardware

Managing customer complaints ensuring they are escalated as appropriate and/or ownership is taken to ensure each customer is kept informed of each stage of each incident.

Ensuring that customer calls are handled in accordance with the helpdesk call management procedures (this includes full and accurate call notes).

Monitoring outstanding support requests against customer SLA’s , prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.

Ensuring that problems are reported to third parties as required achieving a satisfactory resolution.

Implements departmental policies within own work area, proposes changes to working practices as a result of new guidelines or legislation

To comply with all policies and procedures relating to IT including security and health and safety.

To understand and apply all legal and mandatory requirements in relation to staff and the service including health and safety and data protection.

Support colleagues and share knowledge.

To maintain own knowledge base appropriate to role

Maintain knowledge of Microsoft family of Operating Systems

Maintain knowledge of supported hardware and software in use by both the PCT and GPs