Job summary
- Main area
- Digital Services
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 394-Corp-6400602DT
- Employer
- The Hillingdon Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Mount Vernon Hospital
- Town
- Northwood
- Salary
- £29,460 - £30,390 per annum (incl. of HCAA)
- Salary period
- Yearly
- Closing
- Today at 15:00
Employer heading
IT Service Desk Analyst
NHS AfC: Band 4
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The Trust only accepts applications made through this site, please register when you click APPLY at the end of this advertisement. The Trust is able to offer hospital accommodation, pension scheme, on-site nursery (through third party provider), together with salary sacrifice schemes (including child care vouchers, ride to work) and a range of national and local staff discounts (subject to availability).
HSJ Best Places to Work 2015 Top 100
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Job overview
This post is only available to internal staff members.
An opportunity has arisen to join our IT Service Desk Team as a Band 4 IT Service Desk Analyst. You will provide an effective, responsive, user-friendly, and customer focused Service Desk technical support to all IT users within the Trust. You will also assist the Deputy Service Desk Manager with routine office functions and allocate help-desk calls requiring further assistance to the appropriate IT Service Desk Engineer, ensuring you provide the engineer with all available and relevant information on the problem. You will also need to attend IT related issues on site when required.
An interview date is yet to be confirmed.
Main duties of the job
- To respond promptly, efficiently and courteously to all user-requests for technical advice and assistance.
- To ensure that all calls are properly documented in the Service Desk management systems.
- To provide "talk-through" solutions by telephone to users, where appropriate.
- To rectify basic user faults at first contact including renewing account passwords
- To follow-up on calls where there is no evidence of satisfactory progress to resolution, to seek explanations for any delay and to report all delays to the Technical Operations Manager.
- To ensure that the departmental laptop and projector are properly booked out and returned in a working manner.
- Works towards set KPI’s, tasks and objectives.
- In the event of sickness or annual leave, provide adhoc cover for the IT Service Desk Engineers.
- To undertake and provide as and when required basic management reports and surveys.
- To undertake and complete requests for shared area access.
- Escalate any trends or any impacts on services to the Technical Operations Manager.
- To liaise with external application support providers and other NHS Trusts ie. East & North Herts, Royal Free and West Herts.
- To be able to communicate face-to-face with staff internally and externally.
- To be able to go out on site to assist users with any IT related issues/concerns.
Working for our organisation
The Hillingdon Hospitals NHS Foundation Trust is the only acute hospital in the London Borough of Hillingdon and offers a wide range of services, including accident and emergency, inpatient care, day surgery, outpatient clinics, and maternity services. The Trust’s services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit, and outpatient clinics.
The safety and well-being of our patients and staff is paramount and we are making urgent improvements to address this – particularly in infection prevention and control. We are making progress by working in partnership with local GPs, charities, community services, academic partners, our local authority, neighbouring hospitals, and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are focused on ensuring that our hospitals provide high quality, safe, and compassionate care, while we drive forward with the building of the new Hillingdon Hospital.
We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.
Detailed job description and main responsibilities
Please refer to the attached Job Description and Person Specification for a full list of role requirements and main responsibilities.
Person specification
Please refer to the Person Specification
Essential criteria
- Educated to Degree Level or significant experience providing technical support in a customer focused IT service management environment.
- Good knowledge of PC Hardware, Software and peripherals to include: • Microsoft operating systems (Windows 10). • Microsoft Office 365. • Anti-Virus software. • NHSmail. • SCCM Remote Control or equivalent remote desktop software. • TOPdesk or similar Service Desk ITSM product.
- Broad awareness of networks, servers and telecoms
- Experience delivering customer services, ideally in an IT Service Desk.
- Experience using a call logging, Service Desk or similar application to record information.
- Experience working on a Service Desk
- Ability to positively interact with all types of end-users including senior management and clinicians.
- Advanced problem solving skills
- Ability to develop high quality documentation such as training materials for service users and SOPs
- Ability to work as part of a team
- Ability to work independently and make informed decisions as to criticality of incident and whether to invoke call-out procedure
- Excellent telephone and inter-personal manner, ensuring a highly customer centred approach.
Desirable criteria
- ITIL certification to foundation level or standard industry technical certifications
- Knowledge of IT Service Management processes
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Zack Miller-Chapman
- Job title
- Deputy IT Service Desk Manager
- Email address
- [email protected]
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