Trainee Service Desk Analyst

NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an 'Outstanding' rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C's "compassionate, inclusive and effective leadership at all levels", the CQC observed that our staff are well supported to make positive changes and innovations.
Norfolk Community Health & Care NHS Trust is committed to continuing to create a modern and inclusive work environment. As part of this commitment we actively promote flexible working opportunities where possible, to meet the needs and wishes of our workforce to maintain and improve their wellbeing. The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.
We welcome applications from people who share our values and can help us deliver outstanding care in our local community., The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.
The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).
Customer Services comprises of a Service Desk team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.
This role is working within the Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10, Office 365 and a number of internal applications., To maintain and increase customer productivity by providing first line customer focused information and advice, solving technical incidents and problems., 1. Under supervision, providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers
2. Work as a part of the Service Desk function by working as an effective interface between the business and support teams
3. Supporting over 3750 customers, over 7000 technical hardware and ensuing a team effort of a 70% first time fix for approximately 4000 calls a month
4. Under supervision detecting, recording, classifying, prioritising all IT incidents and tasks, and escalating calls to an IT Service Desk Analyst where required
5. Under supervision recording allocated IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards
6. With guidance classifying calls accurately with the information provided and prioritise in line with the Service Level Agreement
7. With guidance, responsible for maintaining data quality\integrity of the Digital Services call management system
8. Communicate with customers to investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of incidents such as hardware, software, application, and network incidents with the objective of restoring normal service as quickly as possible, or escalate for further support where needed
9. Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services following agreed procedures
10. Under supervision provide advice and support for "how to" queries from customers
11. Monitoring and tracking incidents, escalating where necessary hieratical or functionally
12. With support, installing and configuring desktop software
13. Under supervision, administering IT accounts and system privileges in accordance with the security policy
14. Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date
15. Follow best practice guidance and standard operating procedures for the safe use of IT equipment, software installs, configuration and maintenance
16. Other Service Desk activities, as directed, to continuously improve service and strive for best practice
17. Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding
18. Presenting a positive image of Digital Services at all times and comply with all relevant trust Policies
Equal Opportunities - We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. Additionally, people with disabilities that fall under the Disability Confident Scheme will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification). All sites are Smoke Free.
Immigration Status - Norfolk Community Health & Care NHS Trust is a diverse employer and welcomes all job applications. However, potential applicants should note that although the Trust is registered with the Home Office as a sponsor organisation for migrant workers, sponsorship can only be offered against Skilled Worker visas. If you are an applicant from outside the UK and do not already hold a self-gained right to work, we recommend you check the Home Office eligibility requirements before making an application.
Please note: Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.
Redeployment - Please note that in the first instance priority for this vacancy will be given to NCH&C staff who are on the Trusts Redeployment Register.
DBS - If this post is subject to a Disclosure and Barring Service (DBS) check and you are not a current employee of Norfolk Community Health and Care NHS Trust or being recruited as an Apprentice then the cost of the DBS check will be automatically removed from your first month's salary. However if you are registered with the update service this may not be required.