Service Desk Analyst

Service Desk Analyst

To answer incoming calls in a professional, courteous and timely manner. To log all reported incidents or requests using the in-house call management software, ensuring best practice information gathering is completed and the record updated. To attempt first time fix on any reported incidents, ensuring that details of all attempted fixes and their results are recorded in the Digital Service Desk Management System.

To provide advice and support to customers regarding Trust systems and devices via face to face, telephone and electronic communication. To escalate and allocate support records to the relevant support teams with the appropriate level of information to assist with onwards resolution. To log support calls and co-ordinate incidents and service requests with colleagues and, where required, with third parties.

To follow and promote Service Desk processes including the incident management and service request procedures. To proactively maintain regular communication with customers who have logged records, keeping them informed of progress and informing them when jobs have been assigned to other support functions.

• Provide and assist with 1st/2nd line user support following direction.
• Be a member of the Digital Service Desk team promoting excellent customer service and recording and solving incidents at the first point of contact.
• Contribute to an efficient and effective Digital Technical and systems support/operational development service, maximising the availability and reliability of the corporate and departmental systems/ICT equipment to end-users.
• Assist with the installation and configuration of new PCs and deploy these to staff, following set procedures and processes.
• Ensure that ICT equipment deployed is correctly logged and recorded on an asset database.
• Support the Digital Technical Support Engineers/Technicians.

At SHPU, we prioritise the well-being and safety of both our service users and employees. It is our policy and a condition of employment that all employees must join the DBS Update Service. This service carries an annual fee, which employees are responsible for paying up front. However, employees may claim this cost back through the Trust's Employee Expenses Reimbursement Policy.

For those requiring a Basic DBS check, it is necessary to register for a DBS Online Account.

• Provide 1st line IT support to Trust users in person, by telephone or via remote control, covering the full range of end user software and hardware on the Trust network.
• Logging, processing, diagnosing, and investigating software and hardware faults; provide advice and guidance to customers.
• Escalating issues which cannot be fixed to more senior support staff and/or IT Management.
• The IT Service Desk operates Monday to Thursday 8.30–17.00 and Friday 8.30–16.30; team members may be required to work fixed hours to support operational needs.
• To create and maintain network user accounts (including email) using Microsoft Active Directory, including granting and removing permissions relating to file/folder, mailbox and data access.
• To promote good IT practices by providing telephone advice and promoting knowledge articles.
• To effectively manage and prioritise own workload, ensuring customer expectations are managed.
• To install new hardware peripherals to best practice configurations using predefined procedures.
• To upgrade and repair existing hardware peripherals, working with colleagues to replace/repair equipment in a cost-effective manner.
• To upgrade, repair and install Trust-approved applications and other software packages remotely.
• To apply generic technical problem-solving skills to investigate incidents and problems, analysing data and documenting this to support corrective action.
• To work with other members of the Digital Team to efficiently resolve incidents and/or implement change.

• GCSE Maths
• ITIL

• Knowledge of PC components and hardware peripherals including the ability to upgrade, repair and implement new peripherals.
• Excellent communication and customer service skills
• Excellent interpersonal skills and telephone manner
• Excellent problem solving and analytical skills
• Ability to learn to use new computer applications
• Previous experience of working in an ITIL environment

• Previous experience of working in a Service Desk/Customer Service area.
• Experience of dealing with customers over the telephone and face to face
• Experience of working in a team environment
• NHS Experience (including working with NHS systems).

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.

Sheffield Health Partnership University NHS Foundation Trust