IT Service Desk Analyst

Job Summary We are looking to recruit an enthusiastic IT professional to join our IT Service Desk. The role provides first line IT support to the trust of all aspects of computing, including PCs, laptops, mobile phones, etc. Excellent communication skills and a customer focus are also key attributes that the successful candidate must be able to demonstrate due to the constant interaction and support required in supporting colleagues through this process. This is an exciting opportunity to work in a challenging but rewarding environment, helping the Trust to deliver the best possible care. We offer a hybrid working approach but you will be expected to work from the office certain days of the week. Main Duties of the Job To provide a first line of contact for dealing with customer queries received by the service desk. To ensure accurate and timely recording of the Trust's logging system and to assign the call to the appropriate specialist or group. To use excellent interpersonal and communication skills to manage call resolution to the wide variety of personnel throughout the Trust. To assist and deputise, where appropriate, for the Service Desk Team Lead and Service Standards Manager across a range of information service issues. To promote at all times a positive image of people with mental health conditions and learning disabilities. To promote at all times a positive image of the Information Services department and the wider Trust. About Us We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby. From education and prevention to crisis and specialist care -- our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in, and cared for. We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families, and carers work together with us towards better mental health. We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it. We won't rest until everyone in our region has the mental health care they need to lead their best possible life. Date Posted : 31 December 2024 Pay Scheme : Agenda for Change Band : Band 4 Salary : £26,530 to £29,114 a year per annum Contract : Fixed term Duration : 18 months Working Pattern : Full-time Reference Number : 346-CORP-182-24 Job Locations : Flatts Lane Centre, Middlesbrough, TS6 0SZ Job Description Job Responsibilities As one of the Service Desk Analysts for the Trust, you are dealing with our colleagues from all aspects of the Trust. The analysts work with different teams and the ability to work well with others is key to our role. We have to be polite and professional at all times when working onsite. Qualifications Essential Educated to HND / HNC standard in an IT related subject or with equivalent experiential learning Customer Service qualification ECDL or equivalent experiential learning Key skills in literacy and numeracy Level 2 or O Level / GCSE in Maths and English grade C or above. Desirable Degree in an IT or Customer Service related subject. Helpdesk institute qualification/membership or equivalent. Computer hardware maintenance qualification CompTIA A+ or equivalent. Experience Essential Working in a service environment, communication with a wide range of customers. Experience in supporting and working with information systems. Experience of working in a customer led service. Desirable Computerised customer telephone support system. Experience of first point of contact customer service/support desk. Support desk report generation. Knowledge Essential Knowledge of one or more computer system(s), hardware or software and procedures to develop reports, documents and spreadsheets. Good knowledge of standard PC applications (e.g. PowerPoint, Word, Excel). Knowledge of customer care techniques. Range of knowledge across a broad range of IM&T areas. Skills Essential Ability to promote, access and utilise knowledge and information resources to improve service delivery. Standard keyboard skills. Personal Attributes Essential Able to work in accordance with the Staff Compact and Trust Values and Behaviours. Committed to continual quality and service improvement. Self-aware and committed to continual professional and personal development. Able to accept and respond positively to feedback from supervision. Committed to promoting a positive image of people with mental health conditions and learning disabilities. Committed to promoting a positive image of the Information Services Department and the wider Trust. Other Requirements Essential Ability to travel independently in accordance with Trust policies and service need. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. Employer Details Employer Name : Tees Esk and Wear Valleys NHS Foundation Trust Address : Flatts Lane Centre, Middlesbrough, TS6 0SZ Employer's Website :

https://www.tewv.nhs.uk/

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