Service Desk Analyst

To work as part of a team to ensure the effective performance of the computer information systems used at Wirral University Teaching Hospital.

The post holder will provide 1stline IT system and remote technical hardware and software support for staff throughout the Trust/Wider-organisations (using appropriate 3rdparty tools) to clinical and nonclinical staff who are involved in the use or proposed use of clinical and administrative systems and any associated equipment the end user may require to perform their role.

The service desk analyst will assist in supporting the 2ndline clinical & technical support teams. The post holder will be trained to perform 1st line fix where possible, are responsible for troubleshooting or escalating problems and challenges within the clinical information systems and end user desktop and infrastructure estate.

Main duties of the job

Be the first point of contact for all queries relating to the Digital Healthcare Team:

. Provide 1st levels of support to end users including password reset and initial account creation for general network, email, administrative and clinical systems including Millennium.. Managing customer requests via telephone, email, self-service, walk-in, triaging, categorising and escalating where necessary. Perform BAU (Business As Usual) regular tasks, checks, updates and documentation on clinical and non-clinical systems and report as required.. Advising customers on purchasing process. IT asset management administration. Access control administration to monitor network and clinical systems.. Assist in identifying communication processes to ensure timely, accurate and appropriate communications are provided throughout any projects lifetime and beyond.. Undertake testing and evaluation of products / solutions prior to deployment to ensure they are fit for purpose and fully document the findings, to ensure risks are minimised.. Responsible for escalating issues that are beyond the
control of the post holder to the subject matter expert.. Responsible for interrogating patient identifiable information within clinical systems to initially identify data quality issues.. Support customer engagement activities e.g. attend and set up events, demonstrations, presentations etc.. Initial point of contact for any 3rd party supplier or external NHS for wider contact to the Informatics team.

All new colleagues can expect to receive a warm and friendly Wirral welcome from the very first time they make contact with us. We are described as "competent and caring staff" by our patients.

Wirral University Teaching Hospital NHS Foundation Trust is situated on The Wirral peninsula which has a stunning coastline and beautiful countryside surroundings, with great activities for its residents.

We are one of the largest and busiest acute Trusts in the North West of England, comprising of the Wirral's only Emergency Department. We provide a high quality range of acute care services and employ over 6,000 staff, who serve a population of approximately 400,000 people across Wirral, Ellesmere Port, Neston, North Wales and the wider North West footprint.

We have approximately 855 beds trust-wide and our financial turnover is in excess of £337m.

The Wirral is easily accessible with excellent transport links including motorway, train, bus or ferry and within easy reach to the major cities of Liverpool, Chester and Manchester as well as neighbouring North Wales.