IT Service Desk Analyst
- NHS
- Full Time
- Middlesbrough
- 26530.00 - 29114.00 a year
Job Description
Job summary
We are looking to recruit an enthusiastic IT professional to join our IT Service Desk.
The role provides first line IT support to the trust of all aspects of computing, including PC's, Laptops, Mobile phones etc.
Excellent communication skills and a customer focus are also key attributes that the successful candidate must be able to demonstrate due to the constant interaction and support required in supporting colleagues through this process.
This is an exciting opportunity to work in a challenging but rewarding environment, helping the Trust to deliver the best possible care.
We offer a hybrid working approach but you will be expected to work from the office certain days of the week.
Main duties of the job
- To provide a first line of contact for dealing with customer queries received by the service desk. To ensure accurate and timely recording of the Trust's logging system and to assign the call to the appropriate specialist or group.
- To use excellent interpersonal and communication skills to manage call resolution to the wide variety of personnel throughout the Trust.
- To assist and deputise, where appropriate, for the Service Desk Team Lead and Service Standards Manager across a range of information service issues.
- To promote at all times a positive image of people with mental health conditions and learning disabilities.
- To promote at all times a positive image of the Information Services department and the wider Trust
About us
We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby.
From education and prevention, to crisis and specialist care --our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for.
We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health.
We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.
We won't rest until everyone in our region has the mental health care they need, to lead their best possible life.
Job responsibilities
As one of the Service Desk Analysts for the Trust, you are dealing with our colleagues from all aspects of the Trust. The analysts work with different teams and the ability to work well with others is key to our role. We have to be polite and professional at all times when working onsite.
Please refer to the attached job description and person specification for further detailed information to ensure that you meet the role criteria before applying.
QualificationsEssential
- Educated to HND / HNC standard in an IT related subject or with equivalent experiential learning
- Customer Service qualificationECDL or equivalent experiential learning
- Key skills in literacy and numeracy Level 2 orO Level / GCSE in Maths and English grade C or above
Desirable
- Degree in an IT or Customer Service related subject.
- Helpdesk institute qualification/membership or equivalent
- Computer hardware maintenance qualification ComptiaA+ or equivalent
Essential
- Working in a service environment,communication with a wide range of customers.
- Experience in supporting and working with information systems.
- Experience of working in a customer led service.
Desirable
- Computerised customer telephone support system.
- Experience of first point of contact customer service / support desk
- Support desk reportgeneration.
Essential
- Knowledge of one or more computer system(s), hardware or software and procedures to develop reports, documents and spreadsheets
- Good knowledge of standard PC applications(e.g. PowerPoint, Word, Excel)
- Knowledge of customer care techniques.
- Range of knowledge across a broad range of IM&T areas
Essential
- Ability to promote, access and utilise knowledge and information resources to improve service delivery.
- Standard keyboard skills
Essential
- Able to work in accordance with the Staff Compact and Trust Values and Behaviours.
- Committed to continual quality and serviceimprovement.
- Self-aware and committed to continual professional and personal development. Able to accept and respond positively to feedback from supervision.
- Committed to promoting a positive image of peoplewith mental health conditions and learning disabilities.
- Committed to promoting a positive image of the Information Services Department and the wider Trust
Essential
- Ability to travel independently in accordance with Trust policies and service need.
Person Specification
Qualifications
Essential
- Educated to HND / HNC standard in an IT related subject or with equivalent experiential learning
- ECDL or equivalent experiential learning
- Key skills in literacy and numeracy Level 2 or O Level / GCSE in Maths and English grade C or above
Desirable
- Degree in an IT or Customer Service related subject
- Helpdesk institute qualification/membership or ComptiaA+
Knowledge
Essential
- Knowledge of one or more computer system(s), hardware or software and procedures to develop reports, documents and spreadsheets
- Good knowledge of standard PC applications(e.g. Windows, PowerPoint, Word, Excel)
- Range of knowledge across a broad range of IM&T areas
Desirable
- Knowledge of customer care techniques
Experience
Essential
- Working in a service environment,communication with a wide range of customers.
- Experience in supporting and working with information systems.
- Experience of working in a customer led service.
Desirable
- Computerised customer telephone support system.
- Experience of first point of contact customer service / support desk
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Tees Esk and Wear Valleys NHS Foundation Trust
Address
Flatts Lane Centre
Middlesbrough
TS6 0SZ
