IT Support Analyst

Job overview

We are looking for individuals who are passionate about helping others and delivering excellent customer service. Whether you already have some IT knowledge or are looking to begin a career in technology, this role offers an opportunity to learn and develop within a supportive Digital Services team. Working within the IT Support Analyst team, you will support Trust staff with a wide range of IT enquiries, requests and issues, working closely with experienced colleagues across the IT Support Technician, and IT Asset & Procurement teams. Through hands-on experience, training and mentoring, you will build your technical knowledge whilst providing advice, guidance and outstanding customer service to users across the Trust. The role focuses on delivering a positive customer experience, developing problem-solving skills, and contributing to the effective delivery of IT services that support both staff and patient care.

Main duties of the job

Provide friendly, professional and customer-focused support to Trust staff across a range of IT enquiries, requests and issues. Deliver support to colleagues throughout the Trust, including remote and satellite sites, ensuring a positive and consistent customer experience at every interaction. Offer advice, guidance and reassurance to users, helping them to make effective use of technology and digital services. Develop knowledge and confidence in supporting hardware, software and digital service requests whilst working closely with colleagues across Digital Services. Ensure all contacts received through telephone, face-to-face, self-service, email or other support channels are fully understood, accurately recorded and progressed through the Trust's IT Service Management system. Maintain regular communication with users, providing updates on progress, expected timescales and outcomes. Work collaboratively with internal teams and external support providers to ensure users receive timely and effective assistance, escalating requests when appropriate and supporting the resolution of more complex issues alongside experienced colleagues. Share knowledge and learning within the team to support continuous improvement and development. Promote good digital practices and encourage the effective, secure and efficient use of technology across the Trust. Support the delivery of a high-quality IT service that enables colleagues to provide safe, effective and efficient patient care.

Detailed job description and main responsibilities

DUTIES AND RESPONSIBILITIES:

• Responsible for logging all Service Desk calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the user, in line with our Service Desk minimum data set requirement.
• To deliver exceptional Customer Service striving to achieve first time resolution.
• To provide proactive technical 1st Line IT support to all Trust staff.
• To escalate tickets to the 2nd Line and IT Asset & Procurement teams.
• To ensure all support requests and incidents via any inbound channel are properly understood and recorded on our ITSM system.
• Track open tickets maintaining regular contact with individual staff or departments informing them of progress and expected resolution times.
• Provide technical support to troubleshoot incidents.
• Report any high-priority security breaches to your line manager.
• Responsible for ensuring any P1 or P2 ticket are highlighted to your line manager.
• Support the installation and configuration of IT hardware and software as directed.
• To proactively manage all personal workloads, ensuring all tickets are worked on within the set Service Level Agreements.
• To achieve the set Service Desk KPI’s and Service Level Agreements.
• Provide software advice on a variety of systems to enable Trust staff to best utilise available IT systems and resources reducing future Service Desk calls.
• Liaise with third party suppliers and support companies as required.
• To adhere to all Service Desk technical processes and guidelines as well as Trust processes and standards.
• Support and maintain the Digital Services Asset database (CMDB).
• To ensure the ITSM system is fully updated with all activity including notes and knowledge base articles.
• Adhere to security best practices given the confidential information that the post holder may come into contact within their role.
• To contribute towards a personal development plan, ensuring technical knowledge is continually improved.
• Provide support of remote sites e.g., peripheral clinics and Trust satellite sites.
• Any other tasks as reasonably required and requested.
• To participate in a staff rota covering our core business support hours which is between 8am and 6 pm Monday to Friday excluding bank holidays.