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Senior IT Service Desk Analyst

Guy's and St Thomas' Trust
£42,470
Full-time
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Description
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 Senior Analyst is responsible for maintaining communication channels with the customer and the IT department, providing the first point of contact for technology issues in requests and incidents, and providing first-line support, which includes troubleshooting and resolving issues within their remit. As the Senior Analyst, you are responsible for managing the life cycle of incidents, queries, and problems reported to the Service Desk from various channels. As the Senior Analyst, you will be expected to proactively manage targets and ensure effective and efficient responses in a high-call-volume environment. Your contribution to increasing the delivery of 'first-line fixes' will be a key measure of your success. Your excellent communication skills and commitment to outstanding customer service will provide a professional and efficient gateway into the DT& i directorate for Trust staff. The role will involve being an escalation point for Service Desk Analysts and Junior Service Desk Analysts and a close relationship with other operational teams within the 2nd and 3rd lines of the DT& i Department. The Senior 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 managing all 1st line escalations via other IT Service Desk analysts. This includes reviewing the escalation, assessing the next steps (Technical/process) and consulting the IT Service Desk Team Leads/IT Escalation Manager. Responsible for call answering on the IT Service Desk, monitoring the IT Service Desk Management queue within ServiceNow, recording of all Incidents and Requests with the appropriate information, prioritisation and classification, and updating of Incident data Liaise with other resolving groups on technical fixes, document fixes in the knowledge base, and train the Service Desk on newly acquired fixes. Reduce the number of aged and breached tickets in the Service Desk queue by Managing older tickets. Keep tickets up to date follow the 3-strike rule, and report any trends with breached and aged tickets to the Team Leaders. Responsible for ownership, management and adherence to ITIL best practice processes and adherence to GSTT IT Security policies and procedures Provide mentoring and coaching to Service Desk Analysts, Junior Service Desk Analysts and all Service Desk new starters. 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 all the main duties of the job stated above, you are required to uphold the standards of the Trust's services and associated systems in line with NHS best practices. Person specification Experience Essential criteria Significant technical experience of problem solving and fault tracing on an IT Service Desk Experience in effectively supporting a large scale, complex IT&T environment. Knowledge/Qualifications Essential criteria Practical knowledge of Active Directory management/administration Practical knowledge of Microsoft Office 365 applications Degree in an IT specialism or equivalent relevant technical experience Skills Essential criteria Flexibility is essential as taking part of on call out of hour’s rota is necessary to support the needs of the business. The ability to work in a fully flexible working environment 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
Expiry date: 03/09/2024
Senior IT Service Desk Analyst
Company
Guy's and St Thomas' Trust
Salary
£42,470
Job Type
Full-time
Location
London
Our Commitments
Living Wage Employer
Armed Forces Covenant
Disability Confident
Hiring Local
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Guy's and St Thomas' Trust

Healthcare and Veterinary Sciences
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About us
As part of one of the largest and most engaged workforces in the NHS you'll have access to our unrivalled training and development programmes. We want the best people to join us, learn with us and grow with us, so whether you're in a clinical or non-clinical role we’re committed to creating a supportive and inclusive culture in which you can progress and be your best. We are an inclusive organisation Promoting diversity, equality, accessibility and inclusion is at the heart of everything we do for our patients and how we make our trust a great place to work. We welcome people from all backgrounds. Our fair recruitment practices offer equal access to employment opportunities and our staff networks enable everyone's voice to be heard. We are committed to ensuring all of our 23,500 staff feel valued and have the support they need to do their job to the best of their ability. Our health and wellbeing programme is one of the most comprehensive in the NHS and provides a wide range of benefits and support to help in your professional, personal and family life.
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Our Commitments
Living Wage Employer
Disability Confident
Armed Forces Covenant
Hiring Local

Guy's and St Thomas' Trust

Healthcare and Veterinary Sciences
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Our Commitments
Living Wage Employer
Disability Confident
Armed Forces Covenant
Hiring Local