Senior Service Desk Analyst

£36483

Oxford University Hospitals NHS Foundation Trust, Oxford

Full time
Permanent
Onsite working

Posted today, 27 Nov | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: 35b7fd904d264cd4964b466f66afb4b5

Oxford University Hospitals NHS Foundation Trust

Full Job Description

Members 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., 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.,

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.

GCSE 'C' grade or equivalent in English & Maths
A level or equivalent organisation experience relevant to the role
NVQ Level 2 in administrations
SDI Service Desk Analyst
ITIL Foundation
IT industry qualifications, 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
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, 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
Minute taking
Office experience
Experience of working within an IT department of a large organisation
Experience of training staff, 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
Training in telephone skills
Training in customer care
Familiar with customer service techniques, 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, 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
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

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.