- Taking receipt of IT Service Desk support requests (primarily telephone but also email, written and in person) and logging them within the Trust's Service Desk tool.
- Take ownership of and responsibility for the requests and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) in operation.
- Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
- GSCE A-C in Maths and English, or evidence of successful secondary education
- ITIL Qualification
- Evidence of successful further education (at 16+ level) related to IT
- Evidence of successful higher education (at 18+ level) related to IT
- Ability to interpret technical and non-technical data which may be incomplete
- Problem solving skills requiring supplementary research
- Ability to prioritise workload in order to deliver results
- Comprehensive knowledge of current information systems and technologies
- Practical experience using or supporting at least two of the of the following: Windows 10, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, IT Ticketing Systems
- Technical experience relevant to the area of specialism
- Practical experience working within a support team
- Experience working in a high stakes or large corporate environment
- Experience with NHS systems and processes
- Experience working to deadline
- Written communication
- Administrative and organisational skills
- Customer focused
- Team focused
- Ability to document procedures/processes
- Ability to present a range of technical terms and concepts to non-technical system users in a clear concise way
- Previous training skills or willingness to learn training skills
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Band 4 IT Service Desk Analyst- Bath - Avon & Wiltshire Mental Health Partnership NHS Trust
Description
Job summary
Do you have experience working on an IT Service Desk or in a similar IT Support role? If so, this may be the job for you...
An opportunity has arisen for an IT Service Desk Analyst to join the Trust's busy IT Service Desk. The successful candidate will become a key member of our team, and play a crucial role in ensuring smooth operations and excellent user support.
Applicants must be within commuting distance of Bath up to 35 miles.
This is a 6 month Fixed Term Contract post.
Main duties of the job
The role involves acting as a central point of contact within the IT Department, providing first and second line IT support to the Trust's user base to enable them to make effective use of available software and hardware.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care. We provide services from a range of locations to approximately million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job descriptionJob responsibilities
Candidates should have excellent communication skills, a good working knowledge of IT applications and practical experience of some or all of the following: Windows 10, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, and IT Ticketing Systems.
The successful candidate will be expected to carry out the following duties;
A) Technical Administration:1) To ensure that all required system administration activities are carried out in a structured and timely manner.
B) Service Desk:1) To assist in the delivery of a professional IT Service Desk function. This to be the central hub for all requests for IT To provide excellent customer service at all times ( call answering and on emails).
C) Other:1) Receives requests for support or advice from users and other IT staffmembers, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in Where necessary, liaises with and/or refer support requests to other IT staff members as well as IT department staff in other Investigates faults, user problems and other requests for support and/orinformation and takes the most appropriate actions in order to reach a satisfactory Monitors the progress of requests for support and ensures that users and other interested parties are kept Maintains the Trust's desktop hardware and software to required Ensures that systems used by the IT department, such as the inventory of assets and Service Desk call system, are kept up to date and as accurate as Ensures that all work is carried out and documented in accordance with required standards, methods and Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff ( Operations, Implementations, management etc.) regarding any recurring problems or faults being Provides expert guidance/advice and acts as a mentor to less experienced Implements policies for own work area and proposes changes to working practices or procedures for own work Undertakes such other duties as may reasonably be required of youcommensurate with your general level of responsibility and the general scope of the post, as determined by the IT Service Desk Manager.
Person SpecificationQualification
Essential
Desirable
Skills
Essential
Desirable
Experience
Essential
Desirable
Communication
Essential
Desirable
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Band 4 IT Service Desk Analyst- Bath professionals in Bath
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Isaac McCardle
Highly driven and creative individual.