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Job description

An exciting opportunity has arisen for a Service Desk Analyst to join the Digital Team. In this role you will be the first point for contact for ICT users, using the Trusts electronic incident management system to accurately record all requests for assistance. To use knowledge of the Trusts ICT systems to achieve a first time fix wherever possible and where this is not possible assign calls to ICT support staff or external support companies,

To monitor calls, give users regular updates and escalate calls that are of a serious nature or about to breach the department SLA targets.

Manning of the ICT Service Desk, answering and logging all calls and emails, providing first line support to callers where appropriate, and forwarding calls on to relevant staff or other support organisations for resolution. Providing feedback to callers on problem resolution status. To act as the single point of contact for all ICT related incidents and record all incidents on the departments incident tracking system.

Take ownership of incidents from initial logging until final resolution and ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service parameters. Ensure that customers are kept informed, and any outstanding service requests are escalated to the relevant line manager.

Initially investigate incidents with a view to achieving a 'first time fix.' either using remote connection tools or visiting the end user where appropriate.

The Queen Elizabeth Hospital (QEH) King’s Lynn is located near some of the most beautiful scenery in the UK, along the north Norfolk coast, and not far from Sandringham House.

We provide a comprehensive range of specialist, acute, obstetrics and community-based healthcare services to around 331,000 people across west and north Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire. We have more than 4,000 staff and volunteers, approximately 530 beds, and a helipad for air ambulances. We work with neighbouring hospitals for the provision of tertiary services, including as part of regional partnership and network models of care, such as the trauma network. Some specialist services and clinics are provided in community facilities, such as the North Cambridgeshire hospital in Wisbech.

In February 2022, the significant progress that has been made at QEH in just three years since 2019 was recognised by the Care Quality Commission who rated the Trust as ‘Good’ in all of the core services they inspected, and recommended the Trust moves out of the recovery support system (formerly special measures). We have an absolute determination to continuously improve care and services for our patients and their families.

Please see attached Job Description and Person Specification for further information about this role.

Corporate Services: http://www.qehkl.nhs.uk/document/divisional-booklets/Introducing_Corporate_Services.pdf