Job summaryAn opportunity has arisen for a self-motivated, enthusiastic person to join the Plymouth IT Service Desk as a Service Desk Analyst, providing IT services to Derriford, Livewell, Sentinel and Harbour users.Specific duties include assisting with the development of IT apprentices, first time fixes for users when possible or triaging the call to the appropriate team for action. The creation of new Network and NHSmail accounts, issuance of Smartcards, suspending and reactivating accounts as required, plus processing leavers from the various Trusts. You will also be mentoring and developing the apprentices, who form the main IT Service Desk call handling team, answering questions to guide them in efficient call control techniques.The role is based at the Plymouth Science Park and involves working at Derriford Hospital and occasionally other sites.***Please note that applications from temporary workers who have been engaged with the Trust for a minimum of 3 months are welcome.***Main duties of the jobSpecific duties include assisting with the development of IT apprentices, first time fixes for users when possible or triaging the call to the appropriate team for action. The creation of new Network and NHSmail accounts, issuance of Smartcards, suspending and reactivating accounts as required, plus processing leavers from the various Trusts. You will also be mentoring and developing the apprentices, who form the main IT Service Desk call handling team, answering questions to guide them in efficient call control techniques.The role is based at the Plymouth Science Park and involves working at Derriford Hospital and occasionally other sites.The successful candidate will be able to demonstrate:Excellent customer serviceMeticulous attention to detailGood working knowledge of Microsoft Office packagesAn awareness of DPA and Information GovernanceAbility to work on own initiative and as a key team playerA high general standard of educationA keen interest in ITKnowledge of using data basesThe post holder will be communicating with all levels of staff across the Trusts, so being able to write clear, concise emails and have an excellent telephone manner is essential.For an informal discussion please contact Carla Hardie on 01752 (4)31131 or email carla.hardie@nhs.netAbout usWe are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.Job descriptionJob responsibilitiesService Desk Analyst Role:To accurately record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the D&I Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.To actively monitor telephony, email, voicemail, and online support queues to the service.To be courteous, helpful, flexible, and responsive to users at all times.Ensure response times are being maintained as far as is practicable.To carry out a range of First Point of Contact fixes (whilst the user is on the phone) for specific customer requests and fault reports, depending on the call type, following defined processes.To correctly forward technical/complex requests and fault reports and incidents to the relevant technical team, depending on the call type.Undertake any other Call Handling related duties as directed by the Service Desk and Installation Manager.Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties. Thus, any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice.Registration Authority Role:To identify all applicants for IT service to HM Governments eGIF level 3 standard (beyond reasonable doubt) to gain access to the network and authorised systems.To create new user IT network accountsTo create and issue Chip and Pin electronic smart cards to those who have suitably proven identities, ensuring that the access profile is appropriate and correctly authorised.To ensure all Registration Authority forms for NHS registration and EP series (electronic prescribing) are completed correctly in line with national and local procedures.To maintain secure filing systems, both paper-based and electronic holding the personal details of all applicants for audit and verification purposes, as required by the Data Protection Act, ISO 17799, local and national Registration process.Updating users smart card profiles in accordance with clinical sponsor requirementsTo receive and administer Registration Authority related communications.To handle and process post and correspondence relating to the Registration Authority.Adhere to the national and Local Registration Process as defined by the Registration Authority Manager.Escalate Registration Authority issues to the Service Desk and Installation Manager or Registration Authority Manager as appropriate.Liaise with other Registration Authorities and sponsors as requiredAssisting in the production of reports and documentation on RA activitiesTo undertake other duties as designated by the Service Desk and Installation Manager.Documenting all appropriate Registration Authority activities.COMMUNICATIONS & WORKING RELATIONSHIPS:This post involves communication and liaison with all levels of staff and IM&T users, both within the Trust and elsewhere in the NHS. It also involves communication and liaison with IM&T Department staff, external organisations, and other agencies.Communicate with all supported customers via the telephone or email in a calm, patient and tactful, diplomatic and sympathetic manner, even when callers are annoyed, angry or upsetMaintain a high standard of professional behaviour and continually work towards the improved and effective operation of the Service Desk.Build and sustain good relations and effective communications whilst maintaining an efficient and pleasant manner with all callers.Work collaboratively within the ICT team and participate in the induction and training of new staffReport directly to the Service Desk and Installation Manager for all operational mattersFor further details please see attached JD&PS.Person SpecificationKnowledge and ExperienceEssentialProven ability to use telephone equipment and follow correct telephone procedures, Computer literate and have a good general proven knowledge of IT technologyProven knowledge on AD network accountsProven knowledge on Smartcards and Registration Authority guidanceGood keyboard skillsAble to interpret and follow verbal and written instructionsProven ability to accurately record information given to comply with: the Data Protection Act o BS7799 (ISO 17799) o Caldicott principles o Freedom of Information Act o Computer Misuse Act o Access to Health Records Act o DOH GuidanceDesirableDemonstrable experience of working within an acute clinical environmentDemonstrable experience in a customer service or customer facing roleQualificationsEssentialProven minimum of the following GCSE grades, or equivalent qualification/ equivalent demonstrable experience:English - GCSE grade 4 and above (C and above) Maths - GCSE grade 4 and above (C and above)DesirableGeneral IT Skills qualification (e.g. ICT GCSE grade C, European Computer Driving Licence, IT NVQ Level 2, or higher.)Aptitiude and AbilitiesEssentialGood communication skills, written and verbal, with ability to demonstrate fluency, clarity, and effectiveness at all levelsAttention to detail and accuracyDisclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Employer detailsEmployer nameUniversity Hospitals Plymouth NHS TrustAddressPlymouth Science Park11 Research WayPlymouth,PL6 8BTEmployer's websitehttps://www.plymouthhospitals.nhs.uk/ (Opens in a new tab)