JOB DESCRIPTION. Service Desk Analyst

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1 JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Responsible to: Department and Base: Service Desk Analyst Service Desk Manager IM&T - IT Operations & Infrastructure Date this JD written/update: 05/09/08 Job Reference Number: SS JOB PURPOSE Member of a team responsible for providing first line technical fixes and logging customer requests received via telephone and . Providing advice and support to customers and co-ordinating requests on behalf of customers with colleagues and external companies. Provide support to Service Desk and IM&T Colleagues, performing service analysis and providing service statistics for management reporting, call management, asset management and covering the Service Desk telephone. 3. ORGANISATIONAL POSITION

2 4. SCOPE AND RANGE of Post The postholder is responsible for the supply of IM&T Services. Responsible for monitoring and coordinating 24 by 7 customer support and core NHS Borders Service delivery. Incorporation of ITIL Processes within day to day work. (ITIL is a best practice framework for Service Management.) There are in the region of 1900 direct and many 100 s of indirect users of IM&T services. The Service Desk handle in excess of 20,000 calls annually with an annual growth rate of 20%. There are over 110 clincial and non-clinical systems within NHS Borders area wide network and more than 34 desktop applications. The Service Desk team deal with the management, update and maintenance of around 2000 PCs throughout NHS Borders. (IM&T are responsible for around printers, scanners and other IT related equipment. Also responsible for the support and maintenance of mobile computing comprising of PDAs, laptops and a wide range of external IT related devices.) The postholder will be responsible for managing and training junior staff as required. 5. MAIN DUTIES/RESPONSIBILITIES IM&T IT Services Group To ensure an efficient and cost effective Business management and Customer Service to NHS Borders and the NHSiS. Service Desk Analyst 1. Communicate effectively with business clients, as a peer within IM&T Team and with Health Information, Projects & Development or IT Services teams as appropriate. 2. Assist in developing and providing management reports on a daily, weekly, or monthly basis, and produce adhoc analysis upon request. 3. Provide a central point of contact for all service requests, ensuring that all requests are dealt with in a timely & effective manner, in line with agreed levels of service. 4. Assist in collation and production of performance metrics for all IM&T functions. 5. Ensure that request are logged, monitored and re-assigned to the IM&T department or departments as appropriate. 6. Assist in the maintenance and ongoing asset management of NHS Borders IM&T equipment utilising the Service Desk s Service Management System and IM&T Change Management process. 7. Monitor delivery against agreed service levels for internal IM&T functions, and external service providers.

3 8. Responsible for monitoring customer satisfaction with the IM&T service. 9. Manage customer relationships, and general communication with customers, on behalf of all IM&T functions. 10. Responsible for providing initial 1 st line diagnosis of technical problems, and resolve where possible. 11. Assist in maintenance of the national staff directory for NHS Bordersfor over 4000 staff. 12. Assist with the administration of procurement of goods and services on behalf of all IM&T functions. 13. Responsible for maintaining Data Quality levels for core information sources. 14. Responsible for administrative and user account management tasks for some clinical and non-clinical systems, i.e user accounts, mailboxes, specialist systems. 15. Assist in developing and maintaining procedures and processes in line with Industry standard best practice. 6. SYSTEMS AND EQUIPMENT The postholder will have a clear vision of how the IT Services Group should support and improve health services. The postholder will be expected to demonstrate experience in using systems to support business processes in the areas of; Customer Satisfaction Measuring and Monitoring Change and Problem Management co-ordination Escalation Processes Procurement and Supply Chain co-ordination IT Security and Data Confidentiality awareness Contribute to a positive learning culture and utilising of elearning The postholder is expected to have up to date knowledge and skills in the areas of Systems Hardware, Software, Developments and Information Management within a healthcare environment. Equipment/Applications The postholder will attain and maintain, appropriate knowledge in more than 110 clinical and non-clinical systems and 34 desktop applications in use within NHS Borders. These systems and applications include, but is not limited to the following: Desktop PC Applications a. MS Office Applications b. MS Project c. Intranet/Internet Explorer d. MindManager Systems Applications a. MS Service Management Server b. Dameware

4 c. MS Exchange Administration d. MS User Manager e. Active Directory f. MailSweeper g. SCI Products h. EPEX i. Emergency Care Summaries Service Management System for logging and Tracking, Calls, Change Requests and Asset information Customer Satisfaction Monitoring System Prince 2 Methodology awareness ITIL Service Management awareness IT Security Best Practice Awareness FOI Awareness Awareness of Network Management and network Configuration Awareness of System Backup/Disaster Recovery Best Practice 7. DECISIONS AND JUDGEMENTS General Line Management is with the Service Desk Manager. IT Services Group The post holder is a Service Desk Analyst within the IM&T department with responsibility for all customer facing operational processes and systems under the management control of NHS Borders IM&T. The post holder s workload derives from Service Desk activity within IM&T. This involves working with over 16 business systems teams. Objectives are identified with the Service Desk Manager. The objectives and appropriate timescales are agreed the postholder then works as part of a team to achieve them. If the postholder encounters any serious system/business issues that cannot be resolved, the Service Desk Manager or the Senior IT Services Manager are readily available to provide advice and support. The postholder is responsible for supporting the Service Desk Manager in the day-to-day operation of the Service Desk within IM&T. 8. COMMUNICATIONS AND RELATIONSHIPS With the Service Desk Manager and Senior IT Services Manager Direct reporting on both an informal and formal basis to the Service Desk Manager and Senior IT Services Manager to update on Customer Service status, problems, incidents or opportunities.

5 Internal to IM&T Assist in reporting on both an informal and formal basis to IM&T management to update on systems status on a daily, weekly, monthly and quarterly basis as agreed with our customers. Member of Service Desk Team, with joint team responsibility for the cohesive and cooperative performance of this team. The Service Desk Manager has responsibility for service desk teams. The team capture and process all initial IM&T Work Take On and Projects processes as per the IM&T project management process. As Service Desk Analyst there will be significant levels of communication with team members and all other areas of IM&T. This will also involve communicating to all users of IM&T Services within NHS Borders. Assist in liaison with the other IM&T functions to ensure that a coherent and integrated IM&T service is delivered to business needs and requirements (aligned with both internal and with external information and IM&T systems, mechanisms and industry practices). Frequency varies from weekly to daily. Regular meetings with Service Desk Manager, colleagues and staff side representatives on routine matters through to matters requiring specific negotiation and influence by the job holder (e.g. changes to working practices, changes to business processes that impact significantly on staff or staff numbers). Attend staff meetings (where appropriate) range from weekly (group) review through to annual (Group away day). Internal to NHS Borders As a Service Desk Analyst there will be significant levels of communication with the IM&T customer community and all other areas of NHS Borders. Outwith NHS Borders Assist in liaison and negotiation with NHS Borders customer base (involving functional specialists up to and including Head of Department levels) on matters of delivery of demand management and customer service, up to and including giving guidance and exercising experience, expertise and negotiating skills to influence decisions relating to both routine matters and problems, analysis or other major changes. Contact frequency will vary depending on the activity. 9. PHYSICAL DEMANDS OF THE JOB Remain calm in the face of adversity Ability to use a computer on a daily basis, approximately 6 hrs per day on average Ability to use a telephone call forwarding, answer machine, call waiting Ability to drive will be required to undertake travel on a regular basis to local meetings Ability to carry small loads, often bulky or awkward. 10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Ability to negotiate with Service Desk customers for prioritisation of calls requests. Contribute to managing and prioritising work, often in complex and contentious environments, in the context of the various service activities including ongoing support, project activities, preventive maintenance tasks and service management. Shifting business importance and assessment of the balance between measurement of the systems and high-profile sensitive issues associated with medical systems.

6 Ability to communicate on multiple levels with customers, IM&T management and teams. Monitoring progress of IM&T services, with ability to foresee problem areas. 11. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB The candidate must demonstrate experience of working with Information Management & Technology, of which 3 years will have been directly involved in an IM&T frontline facing role. The post holder should be educated to Higher level or equivalent. Demonstrate a track record in the provision of IM&T Services and customer services. Relevant professional qualifications for example, ITIL Service Management, Professional Customer Services/Development and or equivalent. Broad and in-depth IM&T knowledge underpinned by wide experience in the associated disciplines of IT Support Services, IT security, Web Developments, Data Confidentiality, IT Service Desk and Training environments would be invaluable. Experience requirements are as follows: - Relevant experience in one or many of the aforementioned areas, preferably in a Service Desk / Helpdesk environment experience in a specific skill set, Service Management or Customer Account Management, would be an advantage demonstrable experience of team working Prince 2 Methodology awareness ITIL Service Management awareness Demonstrate the ability to deliver to performance and team targets Demonstrate the ability to maintain high morale within a high pressure environment Experienced in customer interaction and analytical skills Commitment to achieving high quality customer service and support quality care Partnership working and relationship building with clinicians, managers, stakeholder groups, as well as partner organisations Understanding of contribution of IM&T to patient care

7 For the post of IM&T Service Desk Analyst PERSON SPECIFICATION Below are the essential knowledge, training (including qualifications) and experience required to do this job. ESSENTIAL 1. The candidate must demonstrate experience of working with Information Management & Technology, of which 3 years will have been directly involved in an IM&T frontline facing role, of which 2 were preferably in a Service Desk / Helpdesk environment. 2. Educated to Higher level or equivalent professional qualification i.e. HNC, HND or ITIL Service Management 3. Demonstrate a track record in the provision of IM&T Services and Customer Service 4. Demonstrate broad and in-depth IM&T knowledge underpinned by experience in the associated disciplines of IT Support Services, including: ITIL Service Management Prince 2 Project Management IT Service Desk IT Security Web Developments Data Confidentiality 5. Demonstrate experience of team working 6. Demonstrate the ability to deliver to performance and team targets 7. Experience in customer interaction and Analytical Skills 8. Commitment to achieving high quality customer service and support quality care DESIRABLE 1. Demonstrate the ability to maintain high morale within a high pressure environment 2. Understanding of contribution of IM&T to patient care 3. Service Management or Customer Account Management Experience 4. Experience of partnership working and relationship building with clinicians, managers, stakeholder groups and partner organisations

8 TERMS AND CONDITIONS Grade and salary: Hours of work: Annual leave: Public Holidays: Superannuation: Band 4: 18,838-22,016 per annum Fixed term until 30 June hours per week 27 days per annum Details of other types of leave entitlement (such as sick leave) are set out in the Agenda for Change handbooks. 8 days per annum on dates designated by NHS Borders Details of other types of leave entitlement (such as sick leave) are set out in the Agenda for Change handbook. The post-holder is entitled to join the NHS superannuation pension scheme. If Unsuccessful: If you have NOT heard from us within 4 WEEKS of the closing date, then we regret that your application has not been successful on this occasion. However, we appreciate your interest in working with NHS Borders and your time and effort in completing the application form. We would welcome your application for future posts. Equal Opportunities: In NHS Borders, we believe that all staff should be treated equally in employment. We will not discriminate against any member of staff, or job applicant, on grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation. Trade Union membership. Disclosure checks: We carry out criminal record checks on new staff who fall within certain staff groups within NHS Borders, through Disclosure Scotland. We send out Disclosure Forms to all shortlisted candidates for these staff groups, and ask for these to be completed and returned at interview. If a successful-at-interview candidate forgets to bring their completed form to interview, then they will be required to return the form (and proofs of identity) within 7 days, otherwise the provisional job offer will be withdrawn. Unsuccessful candidates forms will be shredded. The Rehabilitation of Offenders Act does not apply to this post. Mandatory Induction Standards for Healthcare Support Workers in Scotland: Your performance must comply with the Mandatory Induction Standards for Healthcare Support Workers in Scotland and with the Code of Conduct for Healthcare Support Workers (in line with CEL 23 (2010)), both subject to amendment from time to time, which are attached. If, despite ongoing support, you fail to adhere to the Standards or to comply with the code, your performance will be managed in line with the NHS Borders Management of Employee Capability Policy and could result in the termination of your employment with NHS Borders. Tobacco policy: We have a Tobacco policy in place. When selecting staff, we do not discriminate against applicants who smoke, but staff must observe our policy on smoking. Hepatitis B: We offer Hepatitis B immunisation through our Occupational Health Service (OHS). If you think you may be at risk of contracting Hepatitis B through your job, you should ask for this immunisation at OHS.

9 If your work involves exposure-prone procedures, you must keep to the document Protecting Health Care Workers and Patients from Hepatitis B, and the NHSiS Management Executive Directive on this issue. You must be immune to Hepatitis B, and if you cannot prove that you are immune, OHS will investigate to find out whether you are Hepatitis B positive or not. Health and Safety at Work: You must take look after the health and safety of yourself and anyone else who may be affected by what you do at work. You must also co-operate with us to make sure that we keep to legal and organisational safety regulations. You can get more information from the NHS Borders Health & Safety Adviser. The closing date for completed application forms is: 5pm on Wednesday 16 October 2013

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