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Job description

An opportunity has arisen for a permanent 1st level support analyst to join the IT Service Desk (Band 4 subject to AfC evaluation).

You’ll be part of a small busy team dealing with all the trust’s IT support needs so a good understanding of technology is essential. You should have worked in a similar role and be able to demonstrate experience of dealing with users over the phone, via email and face to face. A commitment to a high standard of customer service is essential together with an awareness of ITIL. A calm and friendly presence and the ability to translate IT jargon into clear English are also important attributes. If you want to be a key member of the IT team that supports a world-leading hospital then we would like to hear from you.

The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.

Interviews will be held week commencing 22nd May.

Take ownership of incidents logged with the Service Desk and resolve or escalate these as necessary, providing clear communication with the customer until a successful resolution has been reached.

Ensure that our internal customers receive an excellent service from the IT Service Desk which enables them to work productively. Managing the customer appointments and walk ins to resolve any issues as quickly as possible.

Perform troubleshooting and support for Moorfields’ systems and devices. This will include but is not limited to the following:

• Desktops
• Laptops
• Thin Clients
• Printers
• Active Directory
• Exchange

Administer Active Directory including the creation, deletion and resetting of users, distribution lists, email accounts and group memberships, setting up new folder shares and applying security permissions. Developing and maintain the library of user guides, seeking ways to improve services and sharing these with the team .

The Moorfields IT department is a supportive and cooperative team dedicated to enabling the work of the whole Trust across 16 sites. We deal with both highly specialised ophthalmology support systems and familiar office products in a complex Microsoft environment. You will have the opportunity to learn and develop your IT and customer service skills on a daily basis.

PROBATIONARY PERIOD

This post will be subject to a probationary period of 6 months.

During the probationary period, your suitability for continued employment will be assessed and provided a satisfactory standard is achieved and maintained, your employment will be confirmed. The probationary period may be extended or your employment terminated either during or at the end of probation, in line with the trust Probationary Policy. For the duration of the probation period, the notice period will be in line with contractual obligations on either side.

Please refer to the accompanying job description and person specification specification in the online recruitment system. Please ensure that your application meets the requirements as outlined in the personal specification.