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Job summary

Main area
IT
Grade
Band 4
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
264-6247443-COR
Employer
Kettering General Hospital NHS Foundation Trust
Employer type
NHS
Site
Kettering General Hospital
Town
Kettering
Salary
£25,147 - £27,596 per annum
Salary period
Yearly
Closing
23/05/2024 08:00

Employer heading

Kettering General Hospital NHS Foundation Trust logo

Service Desk Analyst

Band 4

Job overview

An exciting opportunity has arisen at Kettering General Hospital NHS Foundation Trust for a Service Desk Analyst.

The primary purpose of the role is to provide First Line support services for ICT users and systems throughout the Trust and its peripheral sites.

The post holder will be an integral team member of the ICT Service Desk Support Team who provide a customer sensitive and responsive support, fault resolution, advice and technical support services, which ensures the maximum availability, performance and utilisation of information systems for the Trust directorates customers / clients.

The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.

Main duties of the job

To provide a call logging and 1st Line incident resolution service and a local service to customers installing, supporting, and developing the use of Digital facilities throughout the Trust.

Provision of a 1st Line support to the Trusts 4500+ users.

To ensure the digital services are delivered to agreed SLAs.

To work as part of a small technical project team across the Digital portfolio to deliver new services and service improvements.

Assisting by providing technical advice, information and support.

Interact with IM&T CAB and be aware of all changes and when they are taking place.

The post holder will work under the supervision of the Service Desk Team Leader.

Working for our organisation

Kettering General Hospital NHS Foundation Trust is one of the largest employers in the area and we are on an exciting journey. Our mission is to provide safe, compassionate, and clinically excellent patient care, by being an outstanding employer for our people. We have entered into a Group Model with neighbouring Northampton General Hospital and have become University Hospitals of Northamptonshire.
 
Our Excellence Values:
Compassion
Respect
Integrity
Courageous
Accountable

Detailed job description and main responsibilities

For further information on the advertised role, please refer to the job description located under the Supporting Documents heading. The full person specification can be accessed under the Shortlisting Criteria section of the document.

Person specification

Qualifications

Essential criteria
  • Diploma in IT or higher/ or equivalent
  • GCSEs in English Language (or equivalent) and Mathematics at grade C or above
  • NVQ II in Customer Care or IT related subject
  • European Computer Driving License or equivalent IT qualification
Desirable criteria
  • ITIL Foundation in Service Management
  • CompTIA A+
  • CompTIA N+
  • MCSA in Window 10 – installing & Troubleshooting

Experience

Essential criteria
  • Experience of providing telephone support to customers in a busy office/call centre or similar environment
  • Experienced in using guidelines alongside own initiative when dealing with customer’s requests and queries
Desirable criteria
  • Experience of delivering ICT service desk support
  • Working in an ITIL environment
  • Familiar with basic PC hardware components and functionality

Key Competencies

Essential criteria
  • Able to communicate effectively with customers from a wide range of backgrounds
  • Understanding and experience of the application of customer service philosophy
  • Be able to perform all duties and tasks with reasonable adjustment, where appropriate, in accordance with provisions
  • Ability to approach change positively
  • Desire to improve the service they provide
  • Demonstrate commitment to working out of hours when dealing with major incidents and planned work
  • Able to work successfully and remain calm under pressure
  • Able to demonstrate a flexible, innovative and positive approach
  • Commitment to continuous professional development
  • Have a strong “can do” attitude with a strong customer focus
  • An understanding of, and commitment to Equal Opportunities, and the ability to apply this to all situations
Desirable criteria
  • Understanding of the capabilities of ICT to meet business needs
  • Able to plan own work on a day to day basis

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyAge positiveDisability confident leaderInvestors in People: GoldImproving working livesMindful employer.  Being positive about mental health.

Documents to download

Apply online now

Further details / informal visits contact

Name
riner rani
Job title
Deputy Head of IT
Email address
[email protected]
Telephone number
07872423901
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