Job overview

The IT Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. IT Service Desk provide the first point of contact for technical issues in the form of requests and incidents and provides first-line support, which includes troubleshooting and resolving issues within their remit.

The IT Service Desk Analyst is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service, TechZone) and the life cycle management of incidents, queries and problems, including directing requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting of user’s details, problems and resolutions and other pertinent information in the log.

The Analyst will be expected to proactively manage targets, ensure effective and efficient responses in a high call volume environment, and contribute to increasing the delivery of first-line fixes. The staff member is also expected to be an excellent communicator who can support our users in a friendly and open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.

The Analyst is required to cover out-of-hours on-call support on a rotational basis.

Main duties of the job

Responsible for upholding a professional relationship with internal and external clients.

Responsible for call answering on the IT Service Desk, monitoring the IT Service Desk email inboxes, recording all Incidents and Requests with the appropriate information, prioritisation and classification, and updating incident data.

Monitoring incidents and requests, item requests coming through the channel and ensuring stock levels are kept to the required allocation to meet customer demand.

Responsible for first-line resolution of Incidents (current target is 75% first-time fix target, with the future aim to be 85% in line with ITIL best practice) which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required. This will regularly involve enticing and translating technical information from non-technical users.

Allocate unresolved Incidents to other resolving groups to ensure timely management of an incident.

Play an active role in ensuring clinical and non-clinical Priority 1 incidents are managed according to the agreed process.

Responsible for the ownership, tracking, management and escalation of all Incidents within scope to ensure they are resolved within the appropriate SLA.

Responsible for providing timely and accurate information to GSTT Users, obtaining closure sign-off of all Incidents through customer callbacks, and performing customer satisfaction surveys as required.

Working for our organisation

The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, and especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King’s College London (KCL) and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalised into a shared service operating model deployed across GSTT, KCH and RBH.

Detailed job description and main responsibilities

In addition to the above, please see the following:

Responsible for keeping senior operations staff up to date on all systems issues, liaising with third-party providers as required, ensuring work meets GSTT standards, and warranty management within the Service Desk application.

To maintain and uphold standards of the Trust’s services and associated systems in line with NHS best practices.

Responsible for ownership, management and adherence to ITIL best practice processes and GSTT IT Security policies

To remain focused on providing a quality service with the team and IT, promoting the main objective of supporting the Trust in providing quality care to its patients.

Provide training to end users regularly.

Ensure that IT equipment is safely used by customers.

Provide mentoring and coaching to Junior Service Desk Analysts.

Responsible for updating and maintaining IT Knowledgebase.

Responsible for updating and maintaining Service Desk processes

Person specification

Experience

Essential criteria

Experience of working in a service management-focused environment maintaining service in line with Service Level Agreements

Experience in effectively supporting a large scale, complex IT&T environment.

Experience in supporting hardware and software packages when appropriate

Desirable criteria

Ability to use internal systems in relation to the role

Knowledge / Qualifications

Essential criteria

Degree in an IT specialism or equivalent relevant technical experience

ITIL V3 Foundation qualification

Practical knowledge of Active Directory management/administration

Practical knowledge of Microsoft Office 365 applications

Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st line user queries/resolutions

Practical knowledge of logging call

Desirable criteria

Customer Service Qualification

Practical knowledge of NHS.net

Skills

Essential criteria

In depth Knowledge of Windows Desktop Operating Systems

First-class customer-facing soft skills delivered in a call centre environment

The ability to work in a fully flexible working environment & able to work independently and on your own initiative

Flexibility is essential as taking part of on call out of hour’s rota is necessary to support the needs of the business.

Ability to maintain professional standards of quality of work, personal presentation and personal conduct.

Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenigs or at weekends.

Flexible working

We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process.

Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on the UK Government website.

Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.