Job vacancy: Service Desk Analyst, NHS South Central and West Commissioning Support Unit, Bridgwater / Eastleigh / Ashford

Job summary

Main area: Digital, Data & Technology (DDaT)
Grade: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 891-CSU-7772EB

Employer: NHS South Central and West Commissioning Support Unit
Employer type: NHS
Site: Various
Town: Bridgwater / Eastleigh / Ashford
Salary: £25,147 - £27,596 Per Annum
Salary period: Yearly
Closing: 24/05/2024 23:59

Service Desk Analyst

Band 4

We want SCW to be a great place to work, where we all feel safe and can be our authentic selves. This means valuing and respecting everyone from all backgrounds and embracing equality, diversity, inclusivity & wellbeing across everything we do. We are committed to listening, learning and improving on our approach to ensure these principles remain at our heart, helping us all to thrive.

Detailed job description and main responsibilities

Please refer to the job description and person specification for further details and information regarding this role.

SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Person specification

Values & Behaviours

Essential criteria

Patient First – Customer Excellence
Aspirational
Collaborative
Insightful
Respectful

Education

Desirable criteria

Microsoft Desktop Support Technician Certificate (MCDST), Microsoft Certified IT Professional in Windows 7 (MCITP) or equivalent computer qualification of NVQ level 3

Knowledge & Experience

Essential criteria

Good general level of education to GCSE or equivalent, particularly in English and Mathematics
Evidence of continuing professional development
Evidence of general knowledge and experience in supporting hardware, operating systems and applications
Good understanding of PCs and peripheral hardware, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser Applications, Service Desk systems

Desirable criteria

ITIL Foundation Certificate
Knowledge of Primary Care and Clinical Commissioning environment

Skills & Capabilities

Essential criteria

Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required
Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
Able to work in a team with good interpersonal skills including tact and discretion
Ability to accurately follow documented procedures
Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
Excellent verbal and telephone communication skills
Demonstrate a commitment to undertake further training and development as agreed with line manager
Self-motivated with the ability to motivate and empower others to achieve specific goals
Drive, passion and enthusiasm, with the ability to relate well with other members of the team
Enhanced keyboard skills
Frequent manual handling of IT equipment including PCs, Servers and Racks
Ability to deal with variations in workload and an unpredictable work pattern
Frequent requirement to re-prioritise work and resources
Periods of intense concentration required when diagnosing and resolving complex IT service issues
Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job)
Regular requirement to work in pressurised environment and manage competing priorities with resource challenges

SCW offers agile and hybrid ways of working. Hybrid working is a type of flexible working where employees blend working from different locations. It offers the employee the ability to choose to work wherever and however they are most productive, whether it be in an office, at home, or a customer site. Office location can be flexible within the SCW estate and will be agreed upon offer of contract.

SCW staff that are in posts considered to be agile will not be expected to attend office space for general working but will be required on occasions to attend face to face meetings and collaborative working sessions that may require travel to their home base or other locations across the estate or customer sites.

Please feel free to contact the Recruiting Manager of this vacancy to discuss further the working arrangement.

Some of our sites have accessible parking provision which is free or paid for work purpose this not contractual entitlement.

We make every effort to contact all candidates to let them know the outcome of their application. However, if you haven't heard back from us within 2 weeks after the closing date, please assume that your application has not been successful.

This is an exciting time to join NHS South, Central and West.

SCW is an NHS support and transformation organisation that helps health and social care organisations deliver the best possible care to people. As partners of choice to more than 200 organisations that support millions of people, our mission is to help deliver the NHS Long Term Plan, improving the health and wellbeing of communities.

We’re supporting clients whose vision and quest for innovation requires us to be flexible, adaptable and open to adventure; giving us the freedom to work in new ways, looking at things from a different angle and challenging the norm.

We are an equal opportunities employer committed to attracting and retaining the best people in order to provide the best possible services to our customers. Our people enjoy challenging, rewarding roles, supporting our customers to improve their local health and care services.

We want our people to fulfil their potential so we offer a wide range of training, opportunities to gain qualifications, as well as access to coaching, mentoring schemes and employee wellbeing and support for a healthy work-life balance.

SCW were selected as an NHS Employers Diversity and Inclusion Partner for three consecutive years 2015-2018 and are now proud to be Alumni of this programme.

If you are successful in your application, we will value your experience, your contribution and we will give you the knowledge to succeed as part of your specialist team and as part of our organisation.

Our values

Patients First: our sole focus and inspiration is to help commissioners improve the quality of patient care, treatment and experience.

Aspirational: we deliver excellence, and celebrate innovation. This drives us towards becoming the best.

Collaborative: we build effective partnerships, whilst focusing on delivery. We work towards achieving shared goals.

Insightful: As experts in our fields, we understand the bigger picture and its complexities, we challenge convention, and we uncover opportunities.

Respectful: We treat everyone with respect and hope it will be returned. Recognising and valuing their knowledge, we involve our customers, teams and partners in decisions.

Please note SCW asks successful candidates to upload their Right to Work and Identity documents for digital verification. If you are unable to provide the required documents for the digital verification or do not have access to a smartphone or tablet, this will result in the verification being done face-to-face.