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IT Desktop Analyst

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Gloucestershire Health and Care NHS Foundation Trust

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Gloucester

AI generated summary

  • You need relevant qualifications, training, and experience as outlined in the Job Description/Person Specification.
  • You will resolve technology queries, manage incidents, ensure high-quality customer support, communicate system statuses, and record calls within agreed SLAs.

Requirements

  • The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

Responsibilities

  • The support service provides a customer facing service to resolve customers’ day to day technology queries, resolve issues and manage incidents, problems, service requests through to resolution.
  • The post holder will be part of the core hub that will manage real time communications with customers on the current status of IT Systems and Operations, liaising directly with any other team as required.
  • The desktop analyst will act as a point of contact for users. They will manage issues through to resolution.
  • To ensure the provision of a high-quality Customer focused IT Support Service providing a single point of contact to all staff of the trust staff in relation to all the services provided by the Service.
  • To ensure the provision of a high quality Customer focused IT and Clinical Support Service providing a single point of contact to all staff of the trust staff in relation to all the services provided by the Service.
  • Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
  • To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA’s.

FAQs

What is the primary role of the IT Desktop Analyst?

The primary role of the IT Desktop Analyst is to provide high-quality IT support as the first point of contact for all staff within the organization, managing technology queries, issues, and service requests through to resolution.

What kind of incidents does the Service Desk handle?

The Service Desk coordinates the allocation and escalation of non-resolved incidents and service requests, referring them to specialist IT/Clinical support and third-party suppliers.

Is travel required for this position?

Yes, the role requires traveling to various sites across Gloucestershire to provide support to clinical and administrative staff.

What responsibilities does the IT Desktop Analyst have concerning customer communication?

The Analyst will manage real-time communications with customers regarding the current status of IT systems and operations and liaise with other teams as needed.

How does the service ensure customer satisfaction?

The service aims to provide a high-quality, customer-focused IT Support Service that acts as a single point of contact for all staff, ensuring all calls are recorded and dealt with appropriately within agreed SLA’s.

What are the expectations regarding call management?

The expectations include dealing with all calls received, ensuring they are documented, and managing them to resolution either directly or by escalating to the appropriate team.

Are there opportunities for professional development within this role?

The position may provide opportunities for professional development, including training and experience requirements as outlined in the Job Description/Person Specification.

How does the organization support workplace culture?

The organization strives to create a welcoming workplace culture that promotes civility, inclusivity, and diversity, providing a sense of belonging and trust among its workforce.

How does the Trust rank in staff satisfaction compared to other providers?

In the latest staff survey, 72% of colleagues would recommend the Trust as a place to work, ranking it 1st for Provider Trusts in the South West region on this question.

Who can I contact for more information about the role?

For further details or informal visits, you can contact Stew Grosvenor, IT Support Specialist - Community Support Lead, at Stew.Grosvenor@ghc.nhs.uk or by calling 0300 421 8122.

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Gloucestershire Health and Care NHS Foundation Trust

Enabling people to live the best life they can

Science & Healthcare
Industry
501-1000
Employees
2019
Founded Year

Mission & Purpose

Gloucestershire Health and Care NHS Foundation Trust provides mental health, learning disability and community care services for the people of Gloucestershire. We also provide mental health and learning disability services in Herefordshire. The Trust was created in 2019 as a merger between 2gether NHS Foundation Trust and Gloucestershire Care Services NHS Trust.