Overview
Due to internal promotion we have an exciting gateway opportunity for a dynamic individual to join us as an Analyst on our IT Service Desk who provide first line support to NHS Staff at York & Scarborough Trust. You will be joining a dedicated and hardworking team that is the first point of contact for a diverse network of 10,000 NHS users covering multiple Health Service locations throughout York and Scarborough. The NHS is committed to offering learning and development opportunities for all employees. No matter where you start within the NHS, you will have access to extra training and be given every chance to progress within the organization. The post is 37.5 hours per week between 8-5 Mon-Fri based either at our offices in York or Scarborough.
Responsibilities
* Providing a first line IT helpdesk service to NHS staff, including receiving user contacts via telephone or e-mail and recording details into the helpdesk call logging tool.
* Attempting to provide resolutions to a wide variety of technical faults ranging from simple password resets to more complex and novel incidents that cover multiple internal and external IT systems.
* Following established incident management procedures.
* Maintaining working relationships with technical teams across multiple sites.
* Challenging and improving established incident management procedures.
* Investigating complex problems and identifying possible solutions.
* Producing and updating knowledge and training documentation.
* Being in regular contact with users of varying levels of IT literacy, with technical colleagues within the department, and other IT helpdesks.
* The ability to keep calm and work under pressure to efficiently handle peaks in demand and reassure users their problem will be dealt with.
Qualifications
Successful candidates will ideally have at least 1 year's experience in an IT Support or Customer Service environment, where they are primarily dealing with people via telephone and e-mail.
Benefits
* Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
* 27 days holiday rising to 33 days (depending on NHS Trust service)
* A generous relocation package of up to 30% of salary (capped at £18k) to support relocation expenses for hard-to-fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager at interview stage.
* A variety of different types of paid and unpaid leave covering emergency and planned leave
* Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
* NHS Car Lease scheme and Cycle to Work scheme
* An extensive range of learning and development opportunities
* Discounts on restaurants, getaways, shopping, motoring, cinema and finance through a range of providers
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