FAQs
What are the main responsibilities of a Support Service Desk Analyst?
The main responsibilities include providing 1st line ICT support, resolving incidents at the first point of contact, maintaining records of contacts on the Service Desk, and assisting Associate Service Desk Analysts with escalations.
Is experience with ITIL service principles required for this position?
Yes, experience with ITIL service principles and processes, especially in service delivery areas like incident and request management, is required.
Are interpersonal skills important for this role?
Yes, good interpersonal skills are essential, as you'll be building relationships with customers at all levels.
What kind of environment will I be working in?
You will be working in a fast-paced environment where you need to remain calm under pressure, especially during major service disruptions.
Will there be a probationary period for new staff?
Yes, all new staff will be subject to a probationary period covering the first six months in the position.
Is travel between hospital sites required for this job?
Yes, travel between Northampton General Hospital and other hospital sites is a requirement of the position.
What should I focus on to improve my performance in this role?
You should aim to resolve as many incidents as possible at the first point of contact and work with your team to increase first-time fix rates by reviewing past incidents and identifying training needs.
What values does the Hospital Group prioritize in its staff?
The Hospital Group prioritizes values such as Compassion, Accountability, Respect, Integrity, and Courage.
Is the Hospital Group committed to diversity and inclusion?
Yes, the Hospital Group encourages applications from diverse backgrounds and actively promotes an inclusive and collaborative work environment.
How can I contact someone for further details about the job?
You can contact Mel Francis, the ICT Service Manager, via email at mel.francis3@nhs.net or by telephone at 07815492450.