Digital Service Desk Analyst

Haringey GP Federation; Guildford; On-site; GBP 28,000 - 32,000; Full time

Job summary

A healthcare organization in Guildford is seeking an IT Service Desk Analyst to provide high-quality 1st line technical support. The ideal candidate will troubleshoot a variety of IT issues and ensure customer satisfaction while managing service requests within agreed SLA. This full-time role offers a salary of £28,860 to £31,671 per year and requires a degree-level education or equivalent experience in a technical support environment.

Benefits

Health and wellbeing program

Professional development opportunities

Qualifications

• Minimum 1 year experience in an IT Service Desk or technical support environment.
• Ability to work within Service Level Agreements.
• Experience in troubleshooting software and hardware issues.

Responsibilities

• Provide high-quality 1st line technical support via telephone, email, or face to face.
• Log and triage all IT service issues and service requests.
• Ensure incidents are managed throughout their full lifecycle.

Skills

Customer Service skills

Problem-solving

Technical troubleshooting

Active Directory proficiency

Basic networking knowledge

Education

Degree or equivalent experience

CompTIA A+ Certification

ITIL Foundation Certificate

Tools

Service Management software

Helpdesk software

Windows 10

O365

SCCM

Job description

Are you an enthusiastic IT Service Desk analyst looking for a new challenge in the NHS? Do you enjoy troubleshooting complex IT issues? We are recruiting IT Service Desk Analysts to complement our existing team, ensuringbuje that we can respond to the demands our busy hospital services across Guildford and the surrounding areas. Our Digital Service Desk Analysts are the first point of contact between Trust users and the IT Department and are responsible for handling all 1st line technical support issues. Duties primarily include the logging, triaging and progressing of calls right through to resolution, ensuring our customers' needs are satisfied at every opportunity. Could this be you?Whilst an understanding of NHS environments and systems is desirable, on-the-job training will be given to the successful candidate. Currently based in Guildford, Surrey the successful candidate(s) will have a flexible attitude વિરોધના and be expected to cover the core hours 8.00am to 5.00pm, Monday to Friday, as part of a shift pattern to a maximum of 37.5hrs per week.

Main duties of the job

To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites.

The Digital Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

About us

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.

The Care Quality Commission (CQC) have given us an overall rating of Outstanding.

Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years..ov"There has never been a better time to join us.

Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.

A video about the Royal Surrey - https://www.youtube.com/watch?v=R96pMboIYdo

Job responsibilities

To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.To fix approximately 80% of incidents by telephone and to elevate the ticket to specialist teams in a timely manner when not resolved in 1st line.To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the oppose Management tool.Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issuesContribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles fuerteleases user guidesTo menge and maintain user network accountsهرب Active Directory and other supported applications

Ensure the Incidents and Service Requests are managed effectively on behalf of end users throughout the full lifecycle and responding to status enquiries when appropriate.Be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within_the agreed SLA.Maintain a broad spectrum

Person Specification

Qualifications

• Degree level education or equivalent specialist knowledge acquired through relevant experience
• Qualification in Customer Service/telephone training
• Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
• ITIL Foundation Certificateurangan IT Service Management

Knowledge and Experience

• Min 1 year experience of working on an IT Service Deskcover or similar technical support environment
• Experience of operating within Service Level Agreements and following working policies and procedures
• Use of Service Management and Helpdesk software
• Proven mechanical software and hardware troubleshooting knowledge and experience in a professional environment
• Basic networking and telephony knowledge e.g VOIP
• Proficient in the use of Active Directory
• Knowledge and experience of troubleshooting Microsoft & Apple technologies e.g Win10, O365, Teams, iPads/iPhones
• Knowledge of remote access, configuration and deployment tools e.g. SCCM, Citrix
• Ability to flexibly cover undefined hours of support
• Willingness and ability to develop self by.Download new technologies and applications in relation to the needs of the role
• Enthusiastic, innovative and selfাত্রবিশিত
• Experience of working in Healthcare

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.

£28,860 to £31,671 a yearPer annum pro rata including high cost area supplement