Senior Service Desk Analyst

Job summary Job Ref: IM&TS034Salary Scale:Band 5 (£29,970 - £36,843 depending on experience)Hours: , PermanentMembers of the Service Desk team provide both face to face and remote user and system support, covering corporately approved systems, applications and hardware used OUH Digital IT Services & Support's customer organisations.
The post-holder will be responsible for the resolution of incidents involving information systems and related equipment.
Main duties of the job The post-holder will be expected to act as the first point of contact for technical issues, resolving or re-routing support tickets as appropriate and according to service level agreements.
The post-holder will need to pro-actively contribute to the increasing number of first-time fixes performed by the Service Desk and comply with all Service Desk procedures.
Additionally, the post-holder will be expected to contribute towards the creation and maintenance of reports, technical procedure manuals, and standard operating procedures.
About us Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country.
It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
For more information on OUH please view OUH At a Glance by OUHospitals - Issuu Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family.
Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
Job description Job responsibilities Investigate issues and other requests for support, determining the correct course of action to take.Work closely with senior colleagues, making modifications to system parameters, developing work-arounds, producing additional documentation and escalating requests as required.Carry out routine operations that control data processing, peripherals and communications and networking equipment.
This includes start-up simple reconfiguration, shutdown and normal re-start procedures.Use the facilities of the tools and systems available, as directed, to monitor and report on regular activities which are subject to Service Level Management processes, Service Level Agreements or Operational Level Agreements.Assist users in making more effective use of desktop systems, products and services.Provide an effective interface between users and service providers including external commercial suppliers where applicable.Interprets technical or procedure manuals on the behalf of non-technical users and provide routine training in normal usage of systems, products and services, providing information on the full range of capabilities.Ensure effective communication to users and IM&T Services staff when new processes have been agreed and signed off by IM&T Services senior management.Actively promotes and identifies opportunities to maximise use of resources and streamlining of processes.Contribute to trouble-shooting team activities providing teaming resources and leadership.Ensure that professional integrity is undertaken at all times.
For further information and prior to your application, please refer to the attached job description and person specification.
Person Specification Educational Background Essential GCSE 'C' grade or equivalent in English & Maths A level or equivalent organisation experience relevant to the role NVQ Level 2 in administrations Desirable SDI Service Desk Analyst ITIL Foundation IT industry qualifications Technical Knowledge/IT Skills Essential Proficient knowledge of Microsoft Office Suite Knowledge of ITSM Tools Confident to learn new computer software applications Fast and accurate keyboard skills (30 wpm) Uses software to create reports, spreadsheets etc.
as required Aware of Programming Languages Familiar with corporate, industry and professional standards eg service desk procedures, ITIL, change management A good understanding of Windows Operating Systems Familiar with Active Roles Desirable Has achieved proficiency at level 2 in any SFIA skill Familiar with application systems Familiar with networking and communications Familiar with operating systems Familiar with operational service/architecture and IT infrastructure Knowledge & Skills Essential Experience of working in a customer focussed service environment Evidence of appropriately handling confidential material Analytical approach to problem solving in operational and project related activities Working to a high level of accuracy Ability to plan and organise tasks which may require adjustment to varied workloads Good oral communication skills Possesses a basic knowledge of IT and knowledge of several generic desktop software tools and where applicable, deeper knowledge of at least one of the software applications used within own organisation Experience of report writing Experience of procedure writing Experience of initiating and implementing organisational procedures Experience handling customers who are distressed/angry Experience of meeting service targets Desirable Minute taking Office experience Experience of working within an IT department of a large organisation Experience of training staff Communication & Relationships Essential Excellent interpersonal and team skills Excellent telephone manner Good listening skills Ability to relate appropriately to professional groups within and outside of the NHS Ability to accurately document work Good presentation skills Gently persuasive with evidence of negotiating skills Correct written and spoken use of English Showing customer focus and ability to manage challenging situations Analytical thinking Information acquisition; the ability to acquire accurate information Ability to establish relationships and maintaining contact with people from a variety of backgrounds, effectively being a sensitive communicator in different societies and cultures Desirable Training in telephone skills Training in customer care Familiar with customer service techniques Personal Attributes Essential Reliable Good timekeeping Positive attitude Practical approach Calm temperament Organised Ability to prioritise workload and work to deadlines Ability to remain focused on a task in a pressurised environment whilst dealing with changing priorities Logical approach Proactive problem solver with analytical skills Previous Experience Essential Office experience Previous experience of a Help Desk/User Support function Familiar with Customer Service Techniques Experience of system testing and testing techniques Experience of supporting IT system implementations Delivery of adult training teaching Experience of managing and controlling large documents and maintaining accurate records and documentation Experience of business process workflows Desirable Experience of either working in the health industry (public or private) or for a private company supplying health industry Experience of Electronic Patient Record (EPR) systems Developing training courses and materials Experience of creating and maintaining test scripts Facilitation of "open learning", catering for students with a wide range of ability and covering a wide range of software