Band 4 ICT Service Desk Support Analyst

The post holder will work as part of the team providing first line support and technical services in relation to the timely logging and resolution of ICT Incidents and Service Requests within the facilities of Northern Health & Social Care Trust. The ICT Service Desk Support Analyst will ensure that all relevant policies and procedures are followed, that work is undertaken according to priorities and predetermined standards

• Participate in the operation of the ICT Service Desk, this will include providing first line assistance in completing incidents and work requests and logging incidents and service requests to Operations Support, Data Centre and Network & Security teams
• Ensuring that relevant protocols and procedures are adhered to any incidents and work requests assigned to other Service Groups and/or third parties are followed up and closed in a timely manner. The ICT Service Desk Technician will work to ensure that response time and resolution time objectives are met as defined in appropriate SLAs.
• Attend training sessions in the use of the service desk system and ensuring that all appropriate documentation is maintained and there is ongoing compliance with all HSC and Trust policies and procedures.
• Comply with all relevant legislation, policies and procedures for data security and confidentiality, in order to preserve the integrity of all trust information and prevent the unauthorised access to Trust information systems. The post holder will liaise with other sections and departments as necessary in the reporting and managing of security incidents.
• Assist as required, in the installation of hardware and software.
• Keep abreast of new developments in ICT in order to ensure that possible benefits to the Trust are identified and considered.
• Liaise closely with all third party hardware, software and service providers, ensuring compliance with all relevant service level agreements and/or /contracts.
• Follow all specified quality standards, processes and procedures (e.g. ISO20000, ISO27001, ITIL) in order that information reports generated from the service desk system are timely, relevant and accurate.
• Assist in maintaining departmental documentation on applications and ICT hardware
• To undertake such other duties as may be assigned from time to time.

• HND or relevant professional qualification in an ICT discipline and have worked for at least 6 months in an ICT related technical role*, * Have worked for at least 1 year in an ICT related technical role**, * ITIL foundation certificate or in the absence of same, can demonstrate knowledge of the principles and be willing to secure certification within 6 months of appointment