First Line Support Analyst

Job description

Job responsibilities

• Ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service levels. Ensure that users are kept informed and any outstanding service requests are escalated to the relevant line manager.
• Ensure the accuracy and integrity of the IT Service Management (ITSM) system is maintained at all times by making sure any new registrations or amendments to existing user details are updated accurately and in a timely manner.
• Use the ITSM as the Trusts ICT asset management system, and to use the system for the production of management reports, as required.
• Ensure that any system failures are escalated appropriately in line with Service Desk documented procedures. Also ensure that accurate and timely communication is maintained with users, notifying them of changes that affect the operation of supported systems.
• Understand the operation of all supported systems such that effective support can be given to users in line with the requirements of the National Service Desk criteria.
• Participate in a rota to ensure the full cover of the Service Desk, both in providing hours which will include extended hours, unsocial/out of hours support, as required.
• Handle all communications to the Service Desk efficiently, courteously and in a professional manner providing each user with a call reference number and any other relevant information.
• Assist in the operation of networked computer systems including system shutdown and startup procedures.
• Assist in the installation, configuration, commissioning, testing and troubleshooting of desktop end-user Information & Communications Technology (ICT) equipment.
• Be conversant with the principles, configuration and use of the Trusts standard computer operating systems, such as Microsoft Windows and UNIX technologies.
• Participate in developing documentation for ICT policies, procedures and system configurations, documenting all project work to departmental standards.
• Ensure ICT equipment conforms to the appropriate safety standards.
• To be able to work independently, guided by standard operating procedures with minimum supervision and be proficient in word processing, spreadsheets and databases.
• Participate in the training of fellow members of staff and students and new starters within the Service Desk in the use of ICT equipment and application software, as required.
• Participate in appropriate training and development activities.
• Participate in yearly appraisals in order to set and achieve objectives and personal development plans.
• Participate in giving presentations of systems to users and other interested parties as required.
• Keep abreast of current developments within the IT industry.
• Deal with all related administration duties as deemed appropriate to the nature and grade of the post, ensuring that all documentation is accurate.
• Ensure that all Trust wide standards are maintained and monitored to improve the quality of total care to all who come into contact with services provided by UHCW NHS Trust.
• Undertake other tasks commensurate with this grade and nature of the post as allocated by the Supervisor or Manager.

For further details of the role please see the attached job description.

Job responsibilities

• Ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service levels. Ensure that users are kept informed and any outstanding service requests are escalated to the relevant line manager.
• Ensure the accuracy and integrity of the IT Service Management (ITSM) system is maintained at all times by making sure any new registrations or amendments to existing user details are updated accurately and in a timely manner.
• Use the ITSM as the Trusts ICT asset management system, and to use the system for the production of management reports, as required.
• Ensure that any system failures are escalated appropriately in line with Service Desk documented procedures. Also ensure that accurate and timely communication is maintained with users, notifying them of changes that affect the operation of supported systems.
• Understand the operation of all supported systems such that effective support can be given to users in line with the requirements of the National Service Desk criteria.
• Participate in a rota to ensure the full cover of the Service Desk, both in providing hours which will include extended hours, unsocial/out of hours support, as required.
• Handle all communications to the Service Desk efficiently, courteously and in a professional manner providing each user with a call reference number and any other relevant information.
• Assist in the operation of networked computer systems including system shutdown and startup procedures.
• Assist in the installation, configuration, commissioning, testing and troubleshooting of desktop end-user Information & Communications Technology (ICT) equipment.
• Be conversant with the principles, configuration and use of the Trusts standard computer operating systems, such as Microsoft Windows and UNIX technologies.
• Participate in developing documentation for ICT policies, procedures and system configurations, documenting all project work to departmental standards.
• Ensure ICT equipment conforms to the appropriate safety standards.
• To be able to work independently, guided by standard operating procedures with minimum supervision and be proficient in word processing, spreadsheets and databases.
• Participate in the training of fellow members of staff and students and new starters within the Service Desk in the use of ICT equipment and application software, as required.
• Participate in appropriate training and development activities.
• Participate in yearly appraisals in order to set and achieve objectives and personal development plans.
• Participate in giving presentations of systems to users and other interested parties as required.
• Keep abreast of current developments within the IT industry.
• Deal with all related administration duties as deemed appropriate to the nature and grade of the post, ensuring that all documentation is accurate.
• Ensure that all Trust wide standards are maintained and monitored to improve the quality of total care to all who come into contact with services provided by UHCW NHS Trust.
• Undertake other tasks commensurate with this grade and nature of the post as allocated by the Supervisor or Manager.

For further details of the role please see the attached job description.