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Support Service Desk Analyst

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Northampton General Hospital NHS Trust

3mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need ITIL experience in service delivery, strong interpersonal skills, ability to work under pressure, and willingness to travel between hospital sites.
  • You will log incidents, resolve issues, maintain records, provide user feedback, ensure service standards, monitor calls, assist team members, and escalate serious problems as needed.

Requirements

  • You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in Service Delivery, in particular the areas of incident and request management.
  • You should have good interpersonal skills and be comfortable building relationships with customers at all levels.
  • You must be able to work under timescales and remain calm under pressure particularly during major service disruptions.
  • Travel between hospital sites will be required.

Responsibilities

  • Responsible for providing a Service Desk call logging and first line incident resolution service.
  • Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
  • Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers.
  • Solutions driven, confident and friendly approach when dealing with end users.
  • Ensuring that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
  • Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
  • Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team.
  • Receive escalations from Associate Service Desk Analysts, assisting where possible.
  • If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1st Line Team Leader.

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.

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Northampton General Hospital NHS Trust

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Northampton General Hospital NHS Trust provides general acute services for a population of 380,000 and hyper-acute stroke, vascular and renal services to people living throughout whole of Northamptonshire, a population of 684,000. The Trust is also an accredited cancer centre and provides cancer services to a wider population of 880,000 who live in Northamptonshire and parts of Buckinghamshire. We are one of the largest employers in Northampton and we are looking for talented nurses and doctors to join our MDT's and to deliver the best possible care to all of our patients. If you believe you can make a difference, come and join our team here at Northampton General Hospital NHS Trust.