First Line Support Analyst | University Hospitals Coventry And Warwickshire Nhs Trust

A position within the ICT department has become available, we are looking for candidates who have First Line technical skills and an exceptional level of Customer Service.
Working within a dynamic team of highly skilled individuals in a Service Desk environment to provide First Line technical support and exceptional levels of Customer Service. Processing all enquiries to the Service Desk in an efficient and professional manner and ensuring that all customers receive a seamless high quality service.
The First Line Support Analyst will be expected to participate in a rota to ensure the Service Desks core operating hours, including extending operating hours and out of hours are covered and also train and support customers in the use of Trust systems and ICT skills to enable them to be proficient in their job roles.
Please note interviews for this vacancy will take place week commencing 4th March 2024.
Assist in the support of corporate computer systems covering routine housekeeping/ maintenance tasks, configuration management, incident management, change management and problem management. Enrol users on corporate systems, as directed, fully testing functionality prior to release.
Assist in problem determination and resolution on ICT equipment and services, liaising with second line/third line technical teams as well as ICT teams and other internal and external parties as necessary to rectify such faults
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence®designated organisation – please click the link for further details about this prestigious award.Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Key Result Areas and Performance
• Assist in the support of corporate computer systems covering routine housekeeping/ maintenance tasks, configuration management, incident management, change management and problem management. Enrol users on corporate systems, as directed, fully testing functionality prior to release
• Assist in problem determination and resolution on ICT equipment and services, liaising with Second Line/Third Line technical teams as well as other ICT teams and other internal and external parties as necessary to rectify such faults
• Provide First Line technical and user support for all Trust-wide systems and use remote support tools as appropriate to troubleshoot, resolve faults, and assist users with any queries
• Provide support for the implementation of all new systems ensuring a consistent standard of service delivery, First Line technical support, user support and training assistance
• Ensure all service requests (via telephone, voicemail, email, forms) are dealt with efficiently, logged in a timely manner with the appropriate category, priority and assignment, and annotated with a comprehensive description of the problem in accordance with the documented Service Desk procedures
• Ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service levels. Ensure that users are kept informed and any outstanding service requests are escalated to the relevant line manager
• Ensure the accuracy and integrity of the IT Service Management (ITSM) system is maintained at all times by making sure any new registrations or amendments to existing user details are updated accurately and in a timely manner
• Use the ITSM as the Trust’s ICT asset management system, and to use the system for the production of management reports, as required
• Ensure that any system failures are escalated appropriately in line with Service Desk documented procedures. Also ensure that accurate and timely communication is maintained with users, notifying them of changes that affect the operation of supported systems
• Understand the operation of all supported systems such that effective support can be given to users in line with the requirements of the National Service Desk criteria
• Participate in a rota to ensure the full cover of the Service Desk, both in providing hours which will include extended hours, unsocial/out of hours support, as required
• Handle all communications to the Service Desk efficiently, courteously and in a professional manner providing each user with a call reference number and any other relevant information
• Assist in the operation of networked computer systems including system shutdown and startup procedures
• Assist in the installation, configuration, commissioning, testing and troubleshooting of ‘desktop’ end-user Information & Communications Technology (ICT) equipment
For further details of the role please see the attached job description
This advert closes on Friday 9 Feb 2024