First Line Support Analyst

Working within a dynamic team of highly skilled individuals in a Service Desk environment to provide First Line technical support and exceptional levels of Customer Service. Processing all enquiries to the Service Desk in an efficient and professional manner and ensuring that all users receive a seamless high-quality service. The First Line Support Analyst will be expected to participate in a rota to ensure the Service Desk's core operating hours, including extending operating hours and out of hours are covered, and also train and support users in the use of Trust systems and ICT skills to enable them to be proficient in their job roles. The role is office based.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Assist in the support of corporate computer systems covering routine housekeeping/ maintenance tasks, configuration management, incident management, change management and problem management. Enrol users on corporate systems, as directed, fully testing functionality prior to release.

Assist in problem determination and resolution on ICT equipment and services, liaising with Second Line/Third Line technical teams as well as other ICT teams and other internal and external parties as necessary to rectify such faults.

Provide First Line technical and user support for all Trust-wide systems and use remote support tools as appropriate to troubleshoot, resolve faults, and assist users with any queries.

Provide support for the implementation of all new systems ensuring a consistent standard of service delivery, First Line technical support, user support and training assistance.

Ensure all service requests (via telephone, voicemail, email, forms) are dealt with efficiently, logged in a timely manner with the appropriate category, priority and assignment, and annotated with a comprehensive description of the problem in accordance with the documented Service Desk procedures.

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK. We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do. Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare. We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Responsibilities

Ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service levels. Ensure users are kept informed and any outstanding service requests are escalated to the relevant line manager.

Ensure the accuracy and integrity of the IT Service Management (ITSM) system is maintained at all times by making sure any new registrations or amendments to existing user details are updated accurately and in a timely manner.

Use the ITSM as the Trust's ICT asset management system, and to use the system for the production of management reports, as required.

Ensure that any system failures are escalated appropriately in line with Service Desk documented procedures. Also ensure that accurate and timely communication is maintained with users, notifying them of changes that affect the operation of supported systems.

Understand the operation of all supported systems such that effective support can be given to users in line with the requirements of the National Service Desk criteria.

Participate in a rota to ensure the full cover of the Service Desk, both in providing hours which will include extended hours, unsocial/out of hours support, as required.

Handle all communications to the Service Desk efficiently, courteously and in a professional manner providing each user with a call reference number and any other relevant information.

Assist in the operation of networked computer systems including system shutdown and start-up procedures.

Assist in the installation, configuration, commissioning, testing and troubleshooting of 'desktop' end-user Information & Communications Technology (ICT) equipment.

Be conversant with the principles, configuration and use of the Trust's standard computer operating systems, such as Microsoft Windows and UNIX technologies.

Participate in developing documentation for ICT policies, procedures and system configurations, documenting all project work to departmental standards.

Ensure ICT equipment conforms to the appropriate safety standards.

To be able to work independently, guided by standard operating procedures with minimum supervision and be proficient in word processing, spreadsheets and databases.

Participate in the training of fellow members of staff and students and new starters within the Service Desk in the use of ICT equipment and application software, as required.

Participate in appropriate training and development activities.

Participate in yearly appraisals in order to set and achieve objectives and personal development plans.

Participate in giving presentations of systems to users and other interested parties as required.

Keep abreast of current developments within the IT industry.

Deal with all related administration duties as deemed appropriate to the nature and grade of the post, ensuring that all documentation is accurate.

Ensure that all Trust wide standards are maintained and monitored to improve the quality of total care to all who come into contact with services provided by UHCW NHS Trust.

Undertake other tasks commensurate with this grade and nature of the post as allocated by the Supervisor or Manager.

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