Senior IT Service Desk Analyst | South West London and St George's Mental Health NHS Trust
| Dyddiad hysbysebu: | 14 Ebrill 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £35,964 - £43,780 per annum inclusive of inner London HCAS |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 14 Mai 2025 |
| Lleoliad: | London, SW17 0YF |
| Cwmni: | South West London and St Georges Mental Health Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7147777/294-CORP-7147777-JB |
Crynodeb
We have an exciting opportunity for Senior IT Service Desk Analyst to join our IT Support Centre. Our IT Department is responsible for all IT and technical telecoms issues across five London Boroughs: Wandsworth, Sutton, Merton, Kingston and Richmond. We support more than 4000 staff located in over 50 sites. We procure all IT and Telecoms equipment for and behalf of the Trust. We enforce and police all IT policies and procedures, both internal (BS7799 and ITIL) and external (CfH and Department of Health).
You will work alongside IT Service Desk team members to ensure that an excellent IT Service to trust staff members. The main purpose of the IT Service Desk team is to provide 1st line IT support by focussing on triaging calls and providing 1st time fixes to IT related issues across the trust.
• Triage IT incidents and service requests received via phone, IT self-service portal and in person, following agreed processes and procedures.
• Troubleshoot IT related issues and service requests and resolve upon first contact wherever possible.
• Accurately record and document all details of the IT incidents or service request into the Service Desk database, including categorisation and priority
• To assist with Incident Management and manage Priority 1 and Priority 2 incidents in accordance with IT Policies and procedures.
• To perform high quality telephone-based first line IT support for Trust users.
• To provide a professional and authoritative Service Desk first point of contact for all Trust users.
• To develop the highest possible levels of professional, customer-focussed service.
• Escalate issues to the Senior IT Service Desk Supervisor or Deputy Support Centre Manager, or where necessary to appropriate second line support / other Digital Services teams.
We are Proud to Belong at South West London and St George’s Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as ‘good’ - we aspire to be ‘outstanding’.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Come and join our inclusive teams and help our patients on their recovery journey.
· The post holder will be responsible for handling and resolving a high proportion of service desk calls at point of contact and performing complex technical tasks. Work will encompass day-to-day support of services to the IT Desktop and network, including all client applications, file-servers, office systems, email, clinical systems, client software and configuration.
· To input and update user and call records on the Service Desk database to enable the data to be analysed for performance monitoring purposes.
· To resolve problems via the telephone or remotely that relate to the operation of PC related equipment, standard software and hardware, the Local and Wide Area Networks and the connections to them and escalate any issues which cannot be resolved over the phone on a 1stline support basis.
· To escalate issues which cannot initially be resolved by 1stline to the relevant line manager and communicate with the user the action plan to resolve the issue.
· To set up and maintain user accounts on the networks as required, including the set up of user groups and internet access, to ensure that users are able to access appropriate data and to maintain the integrity of that data.
· To perform general IT administration and housekeeping duties as defined by the Service Desk Manager.
· To support and administer Microsoft Exchange e-mail accounts.
· To create server disk space quotas for users to ensure data integrity and file security.
· To encourage end users to problem solve for themselves, with guidance, via the telephone or remotely.
· To work in support of the Service Desk Manager to ensure that all members of the team are working effectively and that the data logged during calls has a high level of accuracy.
· To maintain a calm professional stance when challenged by customers with respect to service outages.
· To provide open, clear and easily accessible lines of communication to users.
· To document IT service desk procedures and produce diagrams.
· To work with the Service Desk Manager to examine ways of improving service delivery.
· To contribute to, and enable, control processes, including Change Management, by timely response to requests for Change.
This advert closes on Sunday 27 Apr 2025