Senior Service Desk Analyst

The post holder will be required to support the Service Desk & Desktop Support teams in the provision, management, maintenance and security of all customer IT systems, ensuring the continued operation and compliance with national and local policies while complying with contractual SLAs, whilst enthusiasm and the ability to provide a highly-personable service are key, it is hoped that the successful will possess specialist knowledge, expertise and experience in client and server technologies in a Microsoft Enterprise environment will be essential, You will be working closely with GP practices, Clinical Commissioning Groups and Commissioning Support Unit customers.

The IT teams work to the ITIL framework and you will be expected to deliver services to high standards within defined SLAs. Knowledge of NHS clinical systems is essential. The post holder will be responsible for supporting the Senior Desktop Engineer with day to day operations within the Desktop Support and Service Desk teams, including duties such as fault prioritisation, desktop support, Service Desk service level management, resource management and regular fault status updates for the Service Desk function.

The post holder must be able to:

• Plan, schedule, co-ordinate monitor and adjust the resources (human and physical), activities and priorities in order to deliver work packages to agreed objectives, standards and deadlines.
• Plan and prioritise incident management service fulfilment and problem management processes.
• Use time management and personal planning in order to maintain control of a complex workload recommendations to line management on technical and business issues.
• Provide analysis and advice to colleagues on the use of data to inform policy wide decisions.
• Plan, implement, document and review procedures and processes to improve 'Tier 2' technical functionality.

• Support the Service Desk incident management process and ensure the timely resolution of incidents in accordance with agreed SLA's
• Support the Service Desk service request fulfilment process in accordance with agreed SLA's
• Support the Service Desk problem management process and ensure the timely resolution of problems in accordance with agreed SLA's
• Support the Service Desk change management process and ensure the timely completion of request for change in accordance with agreed SLA's
• Perform maintenance of the Configuration Management Database with all system and service managed devices.
• Ensure the systems are operating effectively and that problems experienced are reported and resolved within the terms of the maintenance contracts.
• Resolve 'second level' system problems and queries through analysis and use of their knowledge, expertise and experience. This will include, but is not limited to, technical systems incidents problems, security breaches and application issues.
• Support staff and customers in understanding ways in which the system(s) will enable more efficient and effective healthcare delivery.
• Liaise with the business, supplier, software developer, customer, stakeholders and technicians to ensure that the products delivered are what are required.
• Support hardware and software refresh programmes compliance with, and enforce the Information Governance legislation (e. Data Protection Act 1998 and the Computer Misuse Act 1998) at all times.
• Identification and resolution of system errors.
• Roll out of system upgrades.
• Identification of product integration areas between mixed vendor products and services, such that a more unified management experience is available to the Service Desk, End Users and Support Teams.
• Work with IT Project Managers on the implementation and development of new systems under the direction of the IT Systems Specialists and IT Service Desk Manager.