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Digital Service Desk Analyst

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East of England Ambulance Service NHS Trust

2mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Norwich

AI generated summary

  • You must ensure IM&T compliance, assist users, monitor service desk performance, analyze data for reports, communicate outages, and maintain personal development plans.
  • You will manage user inquiries, maintain IT compliance, analyze data for reports, monitor changes, coordinate incidents, and ensure first-line support meets service targets.

Requirements

  • Ensures IM&T information is processed in accordance with policies & procedures.
  • Investigates enquiries and queries from users, and provides assistance and advice as required.
  • May develop or adapt software/web pages/information reports or install/maintain a range of hardware and software, or assist in the analysis/interpretation of datasets or provide training.
  • Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.
  • Ensure compliance with Health & Safety obligations within own spheres of responsibility.
  • To be aware of, and to adhere to, all Trust policies and procedures.
  • Within own sphere of responsibility, ensure the Service Desk (first line support) achieves targets (eg Service Level Agreements) defined by Service Desk Manager.
  • Analyse data to create reports to highlight any service level exceptions to the Service Desk Manager.
  • Is required to manipulate data to provide regular management reports using the Trust’s IM&T Service Management Tools.
  • Under the guidance of the Service Desk Manager send trust wide communications when and where necessary to communicate outages and scheduled work to other IT staff.
  • Responsible for the development and maintenance of their own Personal Development Plans (PDP). To ensure that the appraisal meetings be conducted at fixed, regular intervals in coordination with their line manager.
  • Coordinate major incidents to ensure that all relevant parties are kept up to date.

Responsibilities

  • Ensures IM&T information is processed in accordance with policies & procedures.
  • Investigates enquiries and queries from users, and provides assistance and advice as required.
  • May develop or adapt software/web pages/information reports or install/maintain a range of hardware and software, or assist in the analysis/interpretation of datasets or provide training.
  • Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.
  • Ensure compliance with Health & Safety obligations within own spheres of responsibility.
  • To be aware of, and to adhere to, all Trust policies and procedures.
  • Within own sphere of responsibility, ensure the Service Desk (first line support) achieves targets (eg Service Level Agreements) defined by Service Desk Manager.
  • Analyse data to create reports to highlight any service level exceptions to the Service Desk Manager.
  • Is required to manipulate data to provide regular management reports using the Trust’s IM&T Service Management Tools.
  • Under the guidance of the Service Desk Manager send trust wide communications when and where necessary to communicate outages and scheduled work to other IT staff.
  • Responsible for the development and maintenance of their own Personal Development Plans (PDP). To ensure that the appraisal meetings be conducted at fixed, regular intervals in coordination with their line manager.
  • Coordinate major incidents to ensure that all relevant parties are kept up to date.

FAQs

What is the primary responsibility of a Digital Service Desk Analyst?

The primary responsibility is to provide first line technical support to the Trust's IT users located across all sites.

Who will the Digital Service Desk Analyst report to?

The Digital Service Desk Analyst will report to the Service Desk Manager.

What kind of support will the analyst provide to users?

The analyst will investigate enquiries and queries from users, providing assistance and advice as needed.

Are there opportunities for software or web development in this role?

Yes, the role may involve developing or adapting software, web pages, or information reports, as well as maintaining a range of hardware and software.

What obligations regarding Health & Safety must the Digital Service Desk Analyst adhere to?

The analyst must ensure compliance with Health & Safety obligations within their own spheres of responsibility.

How is the performance of the Service Desk monitored?

The analyst is responsible for ensuring the Service Desk achieves targets defined by the Service Desk Manager, including Service Level Agreements.

Will the Digital Service Desk Analyst need to create reports?

Yes, the analyst will analyze data to create reports that highlight any service level exceptions to the Service Desk Manager.

How often should Personal Development Plans be updated?

The Digital Service Desk Analyst is responsible for the development and maintenance of their own Personal Development Plans, which should be discussed in appraisal meetings at fixed, regular intervals with their line manager.

Can I contact someone for more information about the job?

Yes, you can contact Neil Reid, the Digital Service Desk Manager, at neil.reid@eastamb.nhs.uk or by telephone at 07709 717798 for further details or informal visits.

Is there an emphasis on diversity in applications?

Yes, EEAST positively encourages applications from under-represented groups, including individuals from Black, Asian, or other ethnic groups, those with a Disability, or LGBTQ+ individuals who meet the specific criteria.

Does EEAST offer flexible working opportunities?

Yes, EEAST welcomes flexible working requests to support employees in achieving a balance between work and other priorities.

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East of England Ambulance Service NHS Trust

Outstanding care, exceptional people, every hour of every day #WeAreEEAST

Science & Healthcare
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

Official LinkedIn for East of England Ambulance Service NHS Trust. Account monitored Mon-Fri 9-5. Not for emergencies, please dial 999 if you need an ambulance. We provide 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport in - Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire. We receive more than one million emergency calls each year.