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Home  /  Roles recruiting  /  Digital Support Analyst

Digital Support Analyst x3

£29,553 per annum

Job purpose

To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites. 

 

The IT Service Desk Analyst is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting/escalating them to the appropriate specialist support groups.

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Key areas of responsibility

Main duties include:

  • To provide high quality first-line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.

  • Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.

  • To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.

  • To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.

  • Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues.

  • Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides & policies.

  • To create and maintain user network accounts in Active Directory and other supported applications.

  • Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.

  • Be responsible for managing own workflow (with the ability to concentre with interruptions) through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.

  • ·Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the marketplace.

  • Undertake any other duties which may be reasonably required by their line manager.

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Employee specification

Key

Essential (E), Desirable (D), Application Form (A),​ Interview (I), References (R), Certificate (C)

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Education / Qualifications

  • Degree level education or equivalent specialist knowledge acquired through relevant experience (E, A, C)

  • Qualification in Customer Service / Telephone training (D, A, C)

  • Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification (D, A, C)

  • ITIL Foundation Certificate in IT Service Management (D, A, C)

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Experience

  • Experience of working on an IT Service Desk or similar technical support environment (E, A, I)

  • Experience of operating within Service Level Agreements and following working policies and procedures (E, A, I)

  • Use of Service Management and Helpdesk software (E, A, I)

  • Proven computer software and hardware (E, A, I)

  • troubleshooting knowledge and experience in a professional environment (E, A, I)

  • Excellent knowledge of PC architecture and peripherals (E, A, I)

  • Proficient in the use of Active Directory (E, A, I)

  • Knowledge and experience of troubleshooting Microsoft & Apple technologies (E, A, I)

  • Knowledge of remote access, configuration and deployment tools e.g. SCCM (E, A, I)

  • The Ability to flexibly cover the assigned hours of support (E, A, I)

  • Experience of working in Healthcare (D, A, I)

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Skills/ Abilities / Knowledge

  • Good level of IT skills in a wide range of areas (E, A, I)

  • Excellent communication skills - able to demonstrate effective listening, verbal and can demonstrate good standard of written communication (E, A, I)

  • Contribute to training and support documentation (E, A, I)

  • Ability to communicate technical information to others clearly (E, A, I)

  • Strong organisational skills (E, A, I)

  • Willingness to share knowledge and support others (E, A, I)

  • Excellent customer service skills (E, A, I)

  • Supportive, patient, caring attitude with attention to detail and accuracy (E, A, I)

  • Able to work effectively under pressure and able to manage own workload while working to changing demands of the environment work (E, A, I)

  • Demonstrates ability to work (E, A, I)

  • Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions (E, A, I)

  • Demonstrates a strong desire to improve performance and make a difference by focusing on goals (E, A, I)

  • Able to manage time/priorities effectively in order to meet deadlines (E, A, I)

  • Demonstrable commitment to and focus on quality, promotes high standards to consistently improve patient outcomes (E, A, I)

  • Demonstrable skill to work together to serve our community through delivering safe and excellent clinical care (E, A, I)

  • Value diversity and difference, operates with integrity and openness (E, A, I)

  • Treating others with compassion, empathy and respect (E, A, I)

  • Share information openly and effectively with patients, staff and relatives (E, A, I)

  • Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others (E, A, I)

  • Uses evidence to make improvements, increase efficiencies and seeks out innovation (E, A, I)

  • Actively develops themselves and others (E, A, I)

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Other requirements

  • Ability to work independently in a busy environment, often with frequent interruptions (E, A, I)

  • Clear thinking and logical approach to technical problem solving (E, A, I)

  • Approachable, patient, caring, adaptable, flexible and able to cope with uncertainty (E, A, I)

  • Willing to engage with and learn from peers, other professionals and colleagues and demonstrates a desire to improve performance and make a difference by focusing on goals (E, A, I)

  • Professional, calm and efficient manner (E, A, I)

  • Displays great attention to detail and accuracy (E, A, I)

  • Highly motivated with the ability to influence and inspire others (E, A, I) 

  • Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role (E, A, I)

  • Enthusiastic, innovative and self-motivated (E, A, I)

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