Junior IT Service Desk Analyst in317 Regent Point in317 Regent Point PUBLISHED
WED 13 NOV 2024
The position requires a commitment to maintaining system stability and effective communication with users regarding request statuses. The Trust encourages flexible working arrangements and will accommodate candidates' needs where possible. Successful applicants must also cover the cost of their DBS certificate through a salary deduction.
An exciting opportunity has arisen at The Newcastle upon Tyne Hospitals Foundation Trust for Junior IT Service Desk Analyst. The successful candidate will join an enthusiastic team reporting directly to the IT Service Desk Team Leader.
- Interview Date Monday 25 November 2024
- 37 Hours 30 Minutes/Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
- The post holder will be required to work as part of a proactive team of support staff responsible for delivering a high quality, customer-focused professional service.
- Ensure compliance with all national and local standards and protocols for IT Services, including hardware, software, documentation and service.
- To be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation.
- Ensure that calls are dealt with in a timely manner and within agreed service levels. To resolve as many calls as possible such as password resets via telephone, ensuring sufficient security checks are carried out to validate the identity of the caller.
- To ensure that all requests that cannot be solved by the Service Desk are logged to appropriate technical queue and are managed to successful resolution.
- Update system status pages of the intranet to keep customers informed regarding system failures and periods of planned down time.
- To seek advice from the Service Desk Team Leader where the situation or incident represents an exception to normal operating procedures.
- To undertake other duties, within the competence of the post holder, that may be required from time to time.
About us
The post holder will be required to: work in the Service Desk team as part of a 24 hours support model.
In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include: (but are not limited to)
- Receiving calls, first line customer liaison.
- Recording and tracking incidents and complaints.
- Keeping customer informed on request status and progress.
- Making initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels.
- Monitoring and escalating incidents and requests relative to the appropriate SLAs.
- Closing incidents and requests.
- Carrying out daily tasks within the Service Desk function.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
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