Digital Service Desk Analyst

The post holder will be reporting to the Service Desk Manager. The post holder will provide ‘first line’ technical support to the Trusts IT users, located across all sites:
Ensures IM&T information is processed in accordance with policies & procedures.
Investigates enquiries and queries from users, and provides assistance and advice as required.
May develop or adapt software/web pages/information reports or install/maintain a range of hardware and software, or assist in the analysis/interpretation of datasets or provide training.
Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.
Ensure compliance with Health & Safety obligations within own spheres of responsibility.
To be aware of, and to adhere to, all Trust policies and procedures.
Within own sphere of responsibility, ensure the Service Desk (first line support) achieves targets (eg Service Level Agreements) defined by Service Desk Manager.
Analyse data to create reports to highlight any service level exceptions to the Service Desk Manager.
Is required to manipulate data to provide regular management reports using the Trust’s IM&T Service Management Tools.
Under the guidance of the Service Desk Manager send trust wide communications when and where necessary to communicate outages and scheduled work to other IT staff.
Responsible for the development and maintenance of their own Personal Development Plans (PDP). To ensure that the appraisal meetings be conducted at fixed, regular intervals in coordination with their line manager.
Coordinate major incidents to ensure that all relevant parties are kept up to date.
Working Conditions and Additional Information
The post holder may be required to work at any of the Trust’s sites in line with service needs.
1. Key Responsibilities of the Role
1.1. The post holder will be required to log and manage incoming calls through to resolution. The role is office based and will, therefore, involve communication via telephone and email. It is possible that the post holder may be asked to travel to the Trust’s other sites for work purposes.
1.2. The post holder is expected to have the aptitude to understand and work on computer hardware and software in varying configurations. The post holder will have gained or be working to achieve MCP or equivalent qualifications.
1.3. Through personal example, open commitment and clear action, to value and celebrate the diversity of the Trust’s communities, ensuring equality of access and treatment in employment and service delivery. To always demonstrate a positive can-do attitude and drive the ‘can-do’ attitude across the IM&T Department.
1.4. Providing technical advice to users and team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
1.5. Use technical knowledge to interpret user requirements, troubleshoot calls, provide advice, and fault resolution on first contact in accordance with the IM&T Service Level Agreement.
1.6. Ensure that efficient resolution of faults and user feedback are addressed as a matter of priority.
1.7. The post holder is required to issue case/job numbers to all users every time a request for assistance is made.
1.8. Maintain ownership of calls and communication with users to achieve response targets defined by the Digital Service Desk Manager.
1.9. Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.
1.10. Assist in the monitoring of Trust infrastructure, raising support calls and escalating when appropriate.