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Support Service Desk Analyst
| Posting date: | 09 September 2024 |
|---|---|
| Salary: | £26,530.00 to £29,114.00 per year |
| Additional salary information: | £26530.00 - £29114.00 a year |
| Hours: | Full time |
| Closing date: | 23 September 2024 |
| Location: | Northampton, NN1 5BD |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9265-24-0974 |
Summary
Main Duties Responsible for providing a Service Desk call logging and first line incident resolution service. Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes. Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers. Solutions driven, confident and friendly approach when dealing with end users. Ensuring that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call. Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk. Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team. Receive escalations from Associate Service Desk Analysts, assisting where possible. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1st Line Team Leader. Support and assist with development of the Associate Service Desk Analysts. Work with the Service Desk Analysts to identify process improvements. Ensuring the service offered is to the highest standard and gives great customer service. Ensure that you lead by example, show empathy and understanding when dealing with digital shy users whilst providing guidance in line with user's abilities. Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set. Contribute to ensuring that you deliver to agreed SLAs. Providing technical advice and information to the Associate Service Desk Analysts. To contribute to producing and maintaining operational procedures. Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties. Ensuring that all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets Management and Leadership Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques. Deputise for the Service Desk Analyst as necessary and where appropriate. Technical Service Delivery Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records. Be aware of all changes and when they are taking place. Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems. Performance Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered. Ensure systems are in place to routinely analyse and manage digital resource utilisation in the Service Desk in order to provide efficient and optimised digital services. Advice, guidance, and partnerships Provide technical and professional assistance regarding the Service Desk. Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group. Forming constructive relationships with suppliers to optimise the delivery of solutions. Policies and procedures Contribute to ensure that the Service Desk has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all digital services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements. Contribute to ensuring that a full and current inventory of all digital assets is maintained. Professional and Personal Development The post holder will need to develop and maintain an awareness of developments and legislation relevant to the digital ervice Desk and contribute to efforts to ensure that each function reflects current professional guidance and standards. The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Service Desk Analyst. Role Requirements We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making. High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will regularly have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action. The post holder will participate in meetings, which require a good level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees. Exposure to unpleasant working conditions or hazards is rare. Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)