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Job description

The post-holder will be a key member of the Service Desk Team; providing first line IT support for KHFT staff face to face, by phone, by e-mail or remotely on the desktop and office systems environment comprising of Microsoft operating systems including Office 365 and Team, applications and other KHFT applications including CRS (Cerner Millennium).

The Service Desk Analysts are responsible for logging and resolving the majority of incidents at first contact and escalating/facilitating the resolution of incidents via 2ndand 3rdline support groups such as the Corporate Applications Team, Data Quality, EPR, Development team, Network Services, Training and BT / Cerner where necessary.

The Service Desk is also responsible for administering the following deployed in the Trust.

The activities include but are not restricted to:

• Active Directory/Exchange
• Access Control
• Administration of Office 365
• IT Service Management tools
• Hardware inventory
• Assisting with the Software licence compliance database
• Assisting with IT Purchasing records

Kingston Hospital NHS Foundation Trust IM&T Department is looking for a customer-focused analyst to join their busy IT Service Desk.

This post will be required to provide first line IT support for around 3,500 Trust staff and carry out various administrative functions as part of a team that currently operates from 8am until 6pm, working on a shift rota.

The ideal candidate will have experience supporting Cerner Millennium front end processes and be familiar with the operation of hospital information systems. They will have practical experience of using and supporting end user technologies, in particular Microsoft Active Directory and MS Office 365. NHSMail Local Administrator knowledge would be a bonus.

The successful candidate will be well organised, have an analytical approach to problem solvingand will have great communication skills; customer service experience is essential to this role as is an enthusiasm for technical IT work, reliability under pressure and the desire to learn.

Kingston Hospital NHS Trust has five key values and we want to employ and work with people who share these values and demonstrate behaviours that support them. They are:

Caring – Design and deliver care around each individual patient’s needs and wants.
Safe – Make the safety of patients and staff our prime concern as safety comes first
Responsible – All staff take responsibility for the hospital, its services and reputation
Value Each Other – Value each other's contribution
Inspiring - We always strive to empower each other to develop and deliver improvements to benefit our patients

KEY RESPONSIBILITIES:1) Providing advice & expertise:
a) Provide detailed personal issue resolution, advice and guidance to users on IM&T supported systems, products and services as available within KHFT.
b) Assist users in making more effective use of Trust systems, products and services.
c) Interpret technical or procedure manuals on behalf of non-technical users and provide appropriate advice or referral.
d) Ensure that documentation relating to IM&T supported systems, products and services is available and accessible to all who need it.

2) Solving Incidents & Problems:
a) Deliver 1st line support services to help users to recover or continue operation swiftly in
relation to IM&T supported systems, products and services, including initial diagnoses and provision of advice on known solutions where applicable.
b) Provide remote resolution of infrastructure incidents for desktops, printers, software and peripherals.
c) Investigate complex incidents, diagnosing underlying causes and propose, discuss and evaluate potential solutions with service providers.
d) For all calls that cannot be resolved internally, provide an effective interface between users and service providers, including external commercial suppliers where applicable, including supplying all necessary diagnostic information and providing timely updates to users.
Referencing guidelines where they exist, use judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.

3) Providing a service to Customers:
a) Ensure that calls and requests are handled according to agreed procedures, answering in a confident manner with the prescribed greeting.
b) Respond to service desk requests from customers via phone, e-mail, self-service or face to face contact.
c) Deliver all support services to the targets specified in the IM&T Services catalogue (including, but not limited to, call handling, incident resolution and problem solving, advice and administration).
d) Pro-actively monitor and seek to resolve all calls in the queue in a timely manner.
e) Help to provide a professional, customer-focused IT Support service to Users throughout the Trust.
f) Contribute to the User Support service improvement planning process.
4) Security & Maintenance
a) Follow and produce/update written procedures in support of routine activities associated with the role. Use these to support appropriate training / coaching of other members of the team.
b) Actively promote security best practice to users.
c) Record and report all Security Incidents.
5) Systems Administration
a) Provide network and Active Directory and e-mail account administration (including creation and modification of public folders, distribution lists, secure folders etc.; management of starters, leavers, transfers and Honorary contracts; deletions of inactive user accounts) and ensure access control is managed in accordance with KHFT security policies.
b) Provide password administration (including resets in accordance with procedures and Trust policy).
c) Assist with the management and maintenance of the IT Service Desk system as well as the timely update of accurate Service Desk and Configuration Management data.
d) Assist with maintaining the Software licence compliance database as required
e) Assist with administering IT purchasing records in support of the IM&T Infrastructure Team.