IT Incident Analyst

☞ Wrightington, Wigan and Leigh Teaching Hospitals...

View: 105

Update day: 01-06-2024

Location: Leigh North West

Category: Information Technology

Industry:

Job type: Full-time

Salary: £28,407 - £34,581 a year

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Job content

Working within the Service Support Team, the post holder will be responsible for either first line or second line resolution of incidents & service requests logged with the Service Desk by computer users throughout the Trust.

The post holder will be required to travel to other hospital sites or offices therefore travel is an essential part of this role so a Full UK Driving Licence is required.

Participate in the on-call rota, to provide a 24 / 7 service for vital Trust systems.

The post holder will be expected to triage all incidents and use their own skills to provide a resolution or temporary work around. Where a resolution cannot be provided and additional problem solving is required, the call will be assigned to a suitable analyst or team.

To perform assessments of requests for additional work, to ensure that all technical information necessary is gathered to enable a speedy completion of the job.

Responsible for advising Trust staff with technical specifications of IT equipment for purchasing purposes and update the Self Services pages where appropriate.

Assist with any ongoing projects within the IT Services department.

Choose Well – Choose WWL

Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement, and living our values ‘the WWL Way’.

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.

On-Call

Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.

Key results from the job holder
  • The post holder is required to use his / her technical skills to provide an immediate resolution or a temporary solution to Incidents, where possible, including first line support using remote support software or second line by attending the site to resolve the issue in situ.
  • Staff will be included within the Site Rotation, which will include providing first line support, by triaging calls coming into the Service Desk and providing telephone or remote support software.
  • Provide second line support, which includes attending all WWL Trust Sites, that we support which includes our main sites of Leigh, RAEI, Wrightington, Buckingham Row, but this list is not exhaustive.
  • Assess requests for additional work, gathering appropriate technical information before logging, to ensure the work can be completed with the minimum interruption to the user.
  • Assist with planned Service Requests, such as PC / printer installations, office moves, software installations and upgrades etc.
  • Provide technical assistance to other members of the IT Services Department as and when required.
  • Actively check for new updates, possible solutions to faults and general information on the internet with regards to anti-virus, software and hardware.
  • To become fully conversant with the IT Services Department Service Charter.
  • To become fully conversant with the computerised Call Logging system and ensure that the documentation database is maintained in accordance with the defined quality standards.
  • Monitor all calls within the required workload and ensure Service Level Agreements are met and highlight any possible delays to the Incident Team Leader.
  • Produce reports and statistics from the Call Logging System, if required.
  • Ensure data quality of IM&T Service Desk.
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Deadline: 16-07-2024

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