ICT Service Desk Analyst; Band 4

NHSCT | Northern Ireland
Rate of Pay: £14.06 per hour
Hours:
Full Time, 9:00am – 5:00pm, Monday to Friday

MPA Recruitment, Coleraine, are delighted to be recruiting on behalf of the
Northern Health and Social Care Trust (NHSCT)for an experienced
ICT Service Desk Analyst
to join their team.

This is an excellent opportunity for an ICT professional with strong technical, communication and customer service skills to work within a busy healthcare environment, providing essential ICT support to Trust staff and services.

The successful candidate will be a confident problem solver with a
calm, professional and customer-focused approach
, able to manage competing priorities and provide effective technical support in a fast-paced environment.

As an
ICT Service Desk Analyst
, you will provide first-line ICT support, dealing with incidents and service requests while ensuring users receive a professional, responsive and timely service.

• Provide
  first-line technical support
  , logging, investigating and resolving ICT incidents and service requests.
• Escalate more complex issues to the appropriate
  Operations Support, Data Centre and Network & Security teams
  .
• Monitor and follow up incidents to ensure they are resolved and closed within agreed
  SLA response and resolution times
  .
• Assist with the installation and maintenance of
  ICT hardware and software
  .
• Liaise with ICT colleagues, suppliers, BSO and other agencies to support effective service delivery.
• Maintain accurate service desk records, technical documentation and ICT application and hardware information.
• Work in accordance with
  ITIL, ISO 20000, ISO 27001
  and relevant HSC and Trust policies and procedures.
• Maintain strict
  data security and confidentiality
  , supporting the reporting and management of security incidents.
• Keep up to date with developments in ICT and identify opportunities to improve services.
• Support the Trust's
  modernisation and reform through effective use of ICT
  , helping to maximise value for money.
• Participate in relevant mandatory and developmental training.

Applicants must have
either
:

• An
  HND or relevant professional qualification in an ICT discipline
  , plus at least6 months' experience in an ICT-related technical role
  ;
  or
• At least1 year's experience in an ICT-related technical role
  .

And:

• An
  ITIL Foundation Certificate
  , or demonstrable knowledge of ITIL principles with a willingness to achieve certification within6 months of appointment
  .

You will need to demonstrate:

• The ability to understand and resolve
  complex technical issues
  .
• Excellent
  communication and interpersonal skills
  .
• The ability to explain technical information clearly and concisely.
• Strong customer service skills, including the ability to
  de-escalate challenging situations
  .
• A positive
  can-do attitude
  and the ability to work effectively as part of a team.
• The ability to remain calm, organized and professional while working under pressure.
• A
  logical and methodical approach
  to problem solving.
• The ability to work independently, use initiative and effectively prioritise workload.

You should have knowledge of:

• ICT service delivery best practice, including
  ITIL and/or ISO 20000
  .
• Current
  ICT hardware and software
  .
• Windows 10
  .
• Microsoft Office applications including
  Outlook, Word, Excel and Access
  , covering Office 2016 through to
  Microsoft 365
  .
• ICT security, confidentiality and relevant policies and procedures.

• A current
  full UK driving licence
  and access to a car is required, subject to the Trust's applicable disability exemption arrangements.

This is a fantastic opportunity to use your ICT skills within an organisation where technology plays a vital role in supporting the delivery of
health and social care services
.

If you are technically minded, enjoy helping people resolve IT issues and are looking to develop your career within a
public sector healthcare environment
, we would love to hear from you.