As a Support Service Desk Analyst, you will be a member of the 1st Line Service Desk team that provides 1st line ICT support for the Group, acting as a point of escalation for Associate Service Desk Analysts.
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. Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.
Responsibilities
* Provide a Service Desk call logging and first line incident resolution service.
* Resolve as many incidents as possible at the first point of contact (first-time fix) and work with team members to increase first-time fix rates.
* Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training or guidance is required to improve first-time fix numbers.
* Maintain accurate records of all contacts on the Service Desk and provide feedback to end users on incident progress throughout the lifecycle.
* Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
* Ensure calls and emails to the Service Desk are recorded correctly and monitored for progress; receive escalations from Associate Service Desk Analysts and assist where possible; escalate any serious or sensitive issues as needed to the Service Desk Analysts or 1st Line Team Leader.
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. We have entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
* Compassion
* Accountability
* Respect
* Integrity
* Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
For further details / informal visits contact:
Name: Mel Francis
Job title: ICT Service Manager
Email: mel.franics3@nhs.net
Telephone: 07815492450
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