Job Overview
All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.
PLEASE NOTE it is a requirement of this Trust that all successful applicants pay for their DBS certificate if a check is required for the post. This will be done through deduction from your monthly pay over a maximum of three months. It is also a requirement that all successful applicants register or are registered with the DBS update service where a DBS is required.
All new entrants to the NHS will be appointed on the minimum of the pay scale in line with Terms & Conditions.
Responsibilities
* Provide first-level technical support to users via phone, email, and remote assistance, ensuring prompt and courteous responses to their inquiries.
* Troubleshoot hardware, software, and network-related issues and elevate complex problems to appropriate teams when necessary.
* Maintain accurate and detailed records of all user interactions and issue resolutions in our ticketing system.
* Collaborate with other IT teams to implement solutions and resolve service-related incidents efficiently.
* Participate in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends.
* Assist in the creation and maintenance of documentation, knowledge base articles, and user guides to enhance service efficiency.
* Ensure compliance with company policies and security protocols to safeguard user data and network integrity.
* Provide excellent communication skills, both verbal and written, with a keen ability to explain technical concepts to non-technical users.
* Provide exceptional customer service skills with a patient and empathetic approach to resolving users issues.
* Demonstrate a passion for continuous learning and an eagerness to adapt to emerging technologies.
* Demonstrate an ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
* Liaise with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution.
* Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced.
* Physical Skills: Keyboard skills are essential, with accuracy of input paramount to ensure accuracy of information recorded in the call logging system.
* Familiarity with use of telephony accessories used within a call centre environment.
* Responsibility for Patient/Client Care: Assist patients and members of the public through incidental contact.
* Responsibility for Policy & Service Development: Responsible for following and implementing policies relating to working within the IT function; responsible for proposing changed or updated policies; assist with development and assessment of new operational policies and guidelines within the IT function.
* Responsibility for Financial & Physical Resources: Responsible for the safe and secure use of expensive equipment; responsible for the safe and secure receipt, handling and storage of expensive equipment; responsible for purchase of IT related assets.
* Responsibility for Human Resources: Train Trust and other organisation staff in the use of the Service Desk system; supervise more junior members of staff; deputise for the Service Desk Administrator in their absence.
* Responsibility for Information Resources: Management and development of the IT hardware and software databases to ensure that all relevant Trust and supported third party organisation assets are accurately recorded and tracked; working with the Data Comms manager to integrate the asset information from SMS into the Service Desk databases; working with the directory administrator to integrate user information from the directories into the Service Desk databases; creation and maintenance of directory entries in Service Desk and Active Directory.
* Production of performance statistics to assist the IT department in management and improvement of the support function, including the production of the necessary reports for managing third party service level agreements.
* Responsibility for Research & Development: Regularly undertake equipment testing; regularly undertake end user satisfaction surveys; regularly undertake audits of asset database accuracy and completeness.
Other Information
Working for our organisation
Are you a good problem solver with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we have the perfect opportunity for you! Gateshead Health is committed to helping streamline operations to achieve greater efficiency and enhance patient care. We are currently seeking a dynamic and motivated Service Desk Analyst to join our dedicated team. As a Service Desk Analyst, you will play a critical role in supporting our users and ensuring their technology infrastructure operates seamlessly.
Gateshead Health NHS Foundation Trust offers an opportunity for the successful candidate to work with cutting-edge technology and make a meaningful impact on patient care, while providing a supportive and collaborative work environment that values innovation and professional growth. We are proud of our diverse team of talented individuals who share a common passion for technology and customer satisfaction.
Applicants who have not been contacted within 4 weeks of the closing date are to assume that their application has been unsuccessful.
Applications from job seekers who require Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications where the post is eligible. For further information visit the UK Visas and Immigration website. From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants. Candidates who require sponsorship are strongly advised to visit the UK Border Agency website and familiarise themselves with what is required. There is a facility on this site to access the points based calculator and work through an example which should assist candidates in their understanding of the process.
Qualifications & Skills
* Educated to NVQ Level III or with equivalent experience, preferably educated to degree level or equivalent in depth experience in an IT related subject, relevant technical certifications or qualifications.
* Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
* Substantial experience of end user first level support experience.
* Technical knowledge of IT hardware, operating systems and end-user productivity tools.
* Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
* Experience in using and maintaining databases.
* Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems.
* Familiarity with online technical and support resources.
* Possess ITIL Green Badge certification.
* Possess Service Desk Institute Service Desk Analyst qualifications.
* Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
* Demonstrated recent development of knowledge and skills in support of the Service Desk role.
* Relevant NHS experience is desirable.
* Analytical & Judgemental Skills: Able to identify and understand key facts and issues from caller telephone conversations, and triage this in relation to following the most appropriate resolution course; demonstrated analytical skills.
* Planning & Organisational Skills: Management of the Service Desk call log in association with the second level support teams to ensure that all calls are accurately logged, and that users are appraised of call status where appropriate.
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