service desk analyst Nottingham, England
Job description
Job Purpose:
To support the delivery of the highest possible standard of information technology service provision to the Trust, this post will provide first and second line technical support with the aim to ensure all incidents are resolved and service requests fulfilled within SLA. The post will provide a customer focused service and will be proactive in identifying and implementing improvements.
Main responsibilities:
· Be part of the department rota providing first and second line support ranging from telephone remote support to field-based visits to minimise the disruption caused by device, application or user
· Ensure all processes within own area of expertise are followed
· Administer incidents and service requests, ensuring records are kept accurate and up to date
· Be responsible for recording and reporting the necessary data to allow the production of Key Performance Indicator information and support of the Service Level Agreements
· Be responsible for ensuring work area is customer focused, promoting the customer service ethic and acting as the customer advocate
· Carry out configuration of new Information Technology hardware.Assist in the receipt, testing and pre-deployment configuration of IT desktop devices (PCs, printers, telephones and other equipment)
· Create and test PC image configuration files for each new Desktop PC and Laptop model
· Install and configure desktop devices (PCs, printers, telephones and other equipment)
· Be responsible for formally handing over new IT equipment to end users providing support and guidance as required
· Maintain records relating to the installation or movement of IT equipment, including the Trust’s Configuration Management database and appropriate network documentation
· Action Service Requests for software upgrades to IT desktop devices ensuring minimum impact to users
· Assist the Infrastructure Team with swap out and basic configuration of equipment, including network patching and maintenance
· Identify and create new knowledge articles
· Identify service improvements and input into the development and implementation of Service Improvement Plans
· Undertake maintenance of IT desktop devices to minimise the disruption caused by deterioration and failure
· Diagnose hardware/software incidents and problems escalating to external agencies where appropriate
· Utilise the Trust’s Remote Management software to assist with remedial work
· Be responsible for own workload, managing own time and tasks to best efficiency
· Assist in the periodic audit of IT assets and associated records
· Assist with control of equipment stock levels, liaising with other staff on order requirements and asset disposal
· Assist Infrastructure Engineers as appropriate
Other Duties
· Act as a key member of the Team and contribute to furthering the aims and objectives of the service
· Be responsible for ensuring specialist knowledge is kept up to date, attending training and gaining qualifications when appropriate
· Ensure that system integrity with regard to Patient Confidentiality and data security in line with ISO27001, the General Data Protection Regulations, Freedom of Information Act 2000 and the Caldicott Report is not breached
· Perform any duties as may be directed by the Technical Support Team Leader
· The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time
· Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults
· This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement
Monday - Friday, NG8 office based, shift pattern of 8am-4pm and 10am-6pm
£10.29ph / 37.5hours per week
This role is a temporary on going role with an immediate start!
Job Types: Full-time, Temporary contract
Salary: £11.75 per hour
Benefits:
- Casual dress
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Nottingham: reliably commute or plan to relocate before starting work (required)
Experience:
- system administration: 1 year (preferred)
Work Location: One location
About Tate Recruitment
CEO: David Clubb
Revenue: Unknown / Non-Applicable
Size: 51 to 200 Employees
Type: Subsidiary or Business Segment
Website: www.tate.co.uk
Year Founded: 1985
