IT Service Desk Analyst

☞ University Hospitals Dorset NHS Foundation Trust

View: 103

Update day: 21-05-2024

Location: Poole South West

Category: Information Technology

Industry:

Job type: Full-time

Salary: £25,147 - £27,596 a year

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Job content

The Informatics Directorate provide IT services to the University Hospital Dorset Trust covering Royal Bournemouth & Christchurch Hospital, Poole Hospital and several satellite sites.

The IT Services Desk Team based at Poole play an extremely important role by delivering and supporting a range of IT services to the Trust’s 9000 members of staff, in support of high quality patient care. The Team is instrumental in delivering high standards of customer service and adopts a continuous improvement approach to the service it delivers.

We are looking for someone with current technical support experience, excellent telephone manner and exceptional customer service skills to join us as an IT Service Analyst.

The successful candidate will need to be:
  • Motivated to learn
  • A team worker
  • Capable of taking ownership of incidents and problems and proactively resolve these
The IT Service Desk is open 8am- 5pm Monday - Friday, 8am - 4pm Saturday & Sunday, including bank holidays.

To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.

Base Location: Poole Hospital

Interview Date: TBC

The successful candidate will need to have:
  • Prior experience of working in a service desk and or customer facing environment.
  • 2-3years of troubleshooting experience with hardware or software.
  • Microsoft based operating systems knowledge specifically Windows 10
  • Basic Active Directory awareness
  • Excellent Customer Care skills• Calm telephone manner
  • Dealing face to face with staff presenting themselves at the Service Desk office
  • Strong communication and troubleshooting skill
  • Good documentation skills
  • Ability to follow instructions both written and verbal.
  • Ability to resolve basic incidents and service requests at first point of contact;
  • Ability to escalate calls, when required, to second and third line support as appropriate.
Other desirable skills include:
  • Understanding IT Service Management (ITSM) terminology such as: • Incident & problem management
  • Service requests
  • Asset and Configuration management
  • Availability and Capacity management
  • Continual Service Improvement.
  • Working knowledge of ITSM compliant Service Desk functions and best practices
  • Critical thinking (what might be missing from a situation or problem description)
References will be required by email so please ensure you include email addresses and contact numbers for your referees to avoid delays.

Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued team mates and colleagues.

To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
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Deadline: 05-07-2024

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