Job Overview
The Band 4 IT Service Desk Analyst plays a key role in delivering high-quality frontline IT support across the Trust. As the first point of contact for technical issues and service requests, the role ensures staff have reliable access to the digital tools and systems needed to provide safe and effective patient care. This includes resolving hardware, software, and access problems, escalating complex issues when required, and contributing to the smooth operation and continual improvement of the IT Service Desk.
Main duties of the job
* To act as the first point of contact for IT Dept. and assist with queries in person, on the phone, via email or Instant messaging, in a manner that can be understood by non-technical or un-skilled users.
* Logging faults from customers onto Service Desk software and providing first time fix resolutions where appropriate and escalating to 2nd and 3rd line support where required.
* Analyse information/problems provided by end users and use of experience and judgment to provide a satisfactory resolution or escalation
* Creation and monitoring of problem cases to help manage known issues/ on going events and provide communication to the trust until a resolution is found
* To provide, training, advice, and fault resolution to users of IT equipment, systems, and networking and Cyber security best practices.
* To perform troubleshooting of faults to identify appropriate course of action.
* To ensure that all support calls and requests are dealt with promptly and effectively in accordance with defined policies and procedures.
Working for our organisation
At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone's contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are proud to be in the top 20 best hospitals to work for in the country.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We've even got a pool
We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we're providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.
Detailed Job Description And Main Responsibilities
Please find attached to the vacancy a detailed person specification and job description for further information about this role.
Person specification
Qualifications
Essential criteria
* Educated to A – C GCSE standard or equivalent., e.g., City and Guilds, NVQ3 etc
* ITIL Qualification
Desirable criteria
* Microsoft Certifications
Knowledge and Experience
Essential criteria
* Knowledge of computer hardware and software applications
* Providing a customer service function
Desirable criteria
* Experience with NHS systems and processes
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
* Job Description and Person Spec (PDF, 597.3KB)
* Join the RUH (PDF, 1.1MB)
Further details / informal visits contact
Name Samuel Gallagher Job title Head of IT operation Email address Telephone number