Service Desk Analyst

Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. 

The vision for our single corporate services is to:

• Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer.   
• Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts.  
• Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities.  
• Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations. 
• Improve learning and development opportunities and sharing best practice, upskilling both Trusts.  
• Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing.  
• Build resilience for individuals and our teams. 

This vacancy is part of the Single Corporate Services Division

The single corporate service is delivered across both organisation.  You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. 

Single Service Summary

Band 3 - Salary £25,760- £27,476

Full-time - 37.5 hours per week

Base - Lakeside, North Harbour, Portsmouth, PO6 3EN

We are looking for an outstanding candidate who will help improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimise the impact of IT services affecting service users and on patient care, support services and management by:

• Providing first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.
• Resolving maximum number of incidents, at first contact, within agreed timescales in line with service agreements.
• Where relevant, escalation calls to second-line service desk staff.

Your Responsibilities: 

1. Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging.
2. Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
3. Assist with user account management tasks, including user provisioning, access permissions, and account maintenance.
4. Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.
5. Work as a team, forming part of an IT service desk, supporting a wide range of IT systems.
6. Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.

Specific Core Functions

You will be expected to undertake the following responsibilities:

Customer Support

1. Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging, ensuring a consistent approach is taken and the customer receives an efficient and responsive service.
2. Provide a first-line support service, following triage guidelines, ensuring necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements.
3. Route services request, such as changes and procurements to the correct support group.
4. Keep up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users.
5. Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment.
6. Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them.
7. Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software, assisting in resolved tickets at first contact where possible.
8. Where necessary, allocate specialist technical tasks to the relevant support team or third-party maintenance company. Managing tickets to ensure service users are kept informed of progress, through to resolution.
9. Carry out team administrative tasks as required including inventory surveys and assets register updates.

For further details of this role, please refer to enclosed Job Description before making your application. 

Qualifications

Desirable

•  Formal IT qualification (e.g. HND in IT, Microsoft Specialist
•  ITIL Foundation Certificate

Experience

Essential 

• Demonstrable communications and customer services skills in a workplace environment
• Working knowledge of Information Technology products
• Experience in the use of Windows operating systems and office 365

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and Disability, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.