Service Desk Analyst Redruth, England
Job description
Support our NHS colleagues by joining our IT Service Desk team in Cornwall! We provide a first line service desk to more than 12,000 clinicians and support staff across Cornwall and the Isles of Scilly, recording and triaging around 140,000 requests and incidents a year.
Our Service Desk team work under pressure every day, so friendliness, great rapport with customers and a robust sense of humour are a definite requirement of this job!
If you have existing skills in standardOffice 365, or better still,N365administration via the nationalNHSmail portal, we want to hear from you. Teams,Active Directory/Azure, office or other productivity apps support or knowledge are a definite bonus, alongside experience of working in afront line support role.
In return we can offer you the satisfaction of knowing you're supporting amazing NHS colleagues in their vital work, as well as a job of huge variety within a team of great people.
Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.
Ensure all incidents and service requests are recorded accurately, categorised, prioritised and progress managed on the Service Desk system.
Aim to respond to and fix incident and service requests within service targets and permission parameters at first point of contact, whilst maintaining a fast and efficient service.
Process requests from all channels into the Service Desk as directed by the Team Leader or Deputies, eg ACD queues (direct telephone calls), Self-service Portal requests, Service Desk email account etc.
Analyse situations / information to identify and resolve a wide range of problems, particularly regarding first line support for e-mail, applications and systems software, data communications, telecommunications, technical infrastructure and end user devices.
Investigate enquiries and queries from staff and provide assistance and advice as required.
Provide front line remote management services to resolve incidents where possible and within reasonable timescales.
Advise staff and customers on relevant systems and signpost to related policy and further resources.
Ensure all calls not resolved at first point of contact are passed on to the relevant second level or on call support staff for resolution, in a manner according to their urgency, fully updated with actions taken at first point of contact.
Progress follow up calls on behalf of customers, escalating where service level targets have been breached or unacceptable delays have been experienced.
Ensure all follow up contacts to the Service Desk regarding logged incidents are accurately updated within the help desk system.
Where volumes and staffing allows, undertake second line analysis and support for network and email account administration, including but not limited to: network account creation / amendments / moves / deletions; email account, system held distribution group and resource management; share and permission creations / amendments / removals; NHS mail administration; access control for remote working, secure devices and centrally delivered applications; plus troubleshooting and investigating incidents with all of the above.
Occasionally coordinate Service Desk high severity incident responses, in the absence of direct supervision.
Ensure all person identifiable data is handled according to the IT security and Information Governance policies.
Occasionally participate in feedback or testing of IM&T systems or upgrades proposed for use in the organisation.
Be responsible for building security when first/last on site, including locking and unlocking the building, ensuring the alarm is set or disarmed.
