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IT Desktop Analyst

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Gloucestershire Health and Care NHS Foundation Trust

2mo ago

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

AI generated summary

  • You must resolve issues using your skills, handle calls efficiently, and ensure accurate recording and resolution within agreed SLAs.
  • You will provide high-quality IT support, serve as the main contact for staff, resolve technical issues, and ensure all calls are logged and handled within agreed SLAs.

Requirements

  • 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

Responsibilities

  • 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 duration of the contract for the IT Desktop Analyst position?

The contract is fixed for up to 12 months.

What type of support does the IT Desktop Analyst provide?

The IT Desktop Analyst provides customer-facing support to resolve technology queries, issues, and manage incidents and service requests through to resolution.

Where will the IT Desktop Analyst be required to travel?

The IT Desktop Analyst will need to travel to various sites across Gloucestershire to provide support to clinical and administrative staff.

What is the main responsibility of the IT Desktop Analyst regarding user communication?

The IT Desktop Analyst will act as a point of contact for users, managing issues through to resolution and providing real-time communications about the current status of IT systems and operations.

Is there an expectation for the IT Desktop Analyst to handle calls?

Yes, the IT Desktop Analyst is expected to deal with all calls received, ensuring they are recorded and handled appropriately within agreed service level agreements (SLAs).

What is the focus of the IT and Clinical Systems Service Desk?

The IT and Clinical Systems Service Desk coordinates the allocation and escalation of non-resolved incidents and service requests, procures hardware and software, and acts as the first point of contact for all staff within GHC.

What type of workplace culture does the Trust promote?

The Trust promotes a welcoming workplace culture that builds and celebrates civility, inclusivity, and diversity while providing a sense of belonging and trust.

How does the Trust gather feedback from its employees?

The Trust uses annual staff surveys, regular Pulse surveys, and other engagement opportunities to gather feedback about employees' experiences.

What percentages of staff recommend the Trust as a good place to work?

According to the latest staff survey, 72% of colleagues would recommend the Trust as a place to work.

Who can I contact for further details or an informal visit regarding this position?

For further details, you can contact Stew Grosvenor, IT Support Specialist - Community Support Lead, via email at Stew.Grosvenor@ghc.nhs.uk or by telephone at 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.