Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The IT Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. IT Service Desk provide the first point of contact for technical issues in the form of requests and incidents and provides first-line support, which includes troubleshooting and resolving issues within their remit. The IT Service Desk Analyst t is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service, TechZone) and the life cycle management of incidents, queries and problems, including directing requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting of user’s details, problems and resolutions and other pertinent information in the log. The Analyst will be expected to proactively manage targets, ensure effective and efficient responses in a high call volume environment, and contribute to increasing the delivery of first-line fixes. The staff member is also expected to be an excellent communicator who can support our users in a friendly and open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff. The Analyst is required to cover out-of-hours on-call support on a rotational basis. Main duties of the job Responsible for upholding a professional relationship with internal and external clients. Responsible for call answering on the IT Service Desk, monitoring the IT Service Desk email inboxes, recording all Incidents and Requests with the appropriate information, prioritisation and classification, and updating incident data. Monitoring incidents and requests, item requests coming through the channel and ensuring stock levels are kept to the required allocation to meet customer demand. Responsible for first-line resolution of Incidents (current target is 75% first-time fix target, with the future aim to be 85% in line with ITIL best practice) which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required. This will regularly involve enticing and translating technical information from non-technical users. Allocate unresolved Incidents to other resolving groups to ensure timely management of an incident. Play an active role in ensuring clinical and non-clinical Priority 1 incidents are managed according to the agreed process. Responsible for the ownership, tracking, management and escalation of all Incidents within scope to ensure they are resolved within the appropriate SLA. Responsible for providing timely and accurate information to GSTT Users, obtaining closure sign-off of all Incidents through customer callbacks, and performing customer satisfaction surveys as required. Working for our organisation The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, and especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King’s College London (KCL) and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalised into a shared service operating model deployed across GSTT, KCH and RBH. Detailed job description and main responsibilities In addition to the above, please see the following: Responsible for keeping senior operations staff up to date on all systems issues, liaising with third-party providers as required, ensuring work meets GSTT standards, and warranty management within the Service Desk application. To maintain and uphold standards of the Trust’s services and associated systems in line with NHS best practices. Responsible for ownership, management and adherence to ITIL best practice processes and GSTT IT Security policies To remain focused on providing a quality service with the team and IT, promoting the main objective of supporting the Trust in providing quality care to its patients. Provide training to end users regularly. Ensure that IT equipment is safely used by customers. Provide mentoring and coaching to Junior Service Desk Analysts. Responsible for updating and maintaining IT Knowledgebase. Responsible for updating and maintaining Service Desk processes Person specification Experience Essential criteria Experience of working in a service management-focused environment maintaining service in line with Service Level Agreements Experience in effectively supporting a large scale, complex IT&T environment. Experience in supporting hardware and software packages when appropriate Experience in remote fixes via Desktop support, RDP or other terminals Desirable criteria Ability to use internal systems in relation to the role Knowledge/Qualifications Essential criteria Practical knowledge of Active Directory management/administration Practical knowledge of Microsoft Office 365 applications Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st line user queries/resolutions Knowledge of ITIL awareness and understanding, with the ability to follow processes and procedures Practical knowledge of VPN’s and 2 - factor authentication configuration Practical knowledge of logging call ITIL V3 Foundation qualification Degree in an IT specialism or equivalent relevant technical experience Desirable criteria Practical knowledge of Bitlocker Practical knowledge of NHS.net Practical knowledge of Service Now Customer Service Qualification Skills Essential criteria In depth Knowledge of Windows Desktop Operating Systems First class customer facing soft skills delivered in a call centre environment Ability to maintain professional standards of quality of work, personal presentation and personal conduct Able to prioritise workloads and resource them in response to changing demands and requirements The ability to work in a fully flexible working environment Able to work independently and on own initiative A logical approach to problem solving A willingness and proven ability to learn Flexibility is essential as taking part of on call out of hour’s rota is necessary to support the needs of the business. Passion for new emerging Technologies Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Mahesh Munaweera Job title IT Service Desk Team Lead Email address [email protected] Telephone number 02071887188 Additional information