Official Specifications
Role Overview & Mandate
Executive Summary
An exciting opportunity within the ICT Directorate for a ICT Senior Customer Service Desk Analyst (Desktop Engineer) on a permanent basis is now...
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An exciting opportunity within the ICT Directorate for a ICT Senior Customer Service Desk Analyst (Desktop Engineer) on a permanent basis is now available. The post is located in Queens Hospital, Romford. The post holder will achieve this by providing face to face and remote 2nd line level technical support for all ICT incidents and requests to the ICT Service Desk.
The level of support provided to the ICT user base will ensure that maximum uptime of localised ICT systems is maintained, which will enable Barking, Havering and Redbridge staff to make the best use of ICT systems during their daily work. The post holder will primarily provide telephone support to users, consistently delivering a “client-focused” service which promotes excellent customer service and effective working relationships.
Full training will be provided for this role and if you would like further information please contact Mark Archer, ICT Service Delivery Manager by either telephone 01708 435 000 Ext. 6969 or email mark.archer2@nhs.net.
Previously unsuccessful applicants for this role need not apply.
This role is to work as part of the ICT Customer Service Desk team providing a high quality 2nd Line IT support, to all staff and customers, the ICT Customer Service Desk is the first point of contact for all staff of NHS organisations when accessing BHRUT. The post holder will ensure all analysts and junior analysts gain accurate information from callers, and utilise knowledge skills and judgment to provide a resolution where possible and will be required to assist the Service Desk.
The Senior ICT Customer Service Desk Analyst has responsibility to co-ordinate the escalation of all non-resolved incidents and service requests.
This post is a technical post requiring IT knowledge. The hours worked currently are between 07:30 to 17:00 Monday to Friday on a shift pattern although there is sometimes a requirement to work outside of these hours either at evenings or weekends in order to reduce system and network downtime.
Under the leadership of our Chair Jacqui Smith and Matthew Trainer, our Chief Executive, we provide care for the residents of three of the most diverse London boroughs. More than half of our 7,500 strong workforce are from black, Asian and minority ethnic groups and most live in Barking and Dagenham, Havering and Redbridge. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.
Our services include all the major specialties of large acute hospitals, operating from two main sites - King George Hospital in Goodmayes and Queen’s Hospital in Romford. We also provide outpatient services at Brentwood Community Hospital, Barking Hospital, Loxford Polyclinic, and Harold Wood Polyclinic. We have two of the busiest emergency departments in London.
As we recover from Covid-19, we’re proud to be leading the way nationally in reducing the time our patients wait to get the treatment they need. The pandemic provided the drive for our teams to innovate and change.
We know we have more work to do to improve waiting times for urgent and emergency care, and our performance against the four-hour emergency access standard remains challenged, in comparison to many other London trusts.
We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We’re also pleased to be part of the NEL Cancer Alliance.
For further information on this role, please see the attached detailed Job Description and Person Specification.
The person specification listed below is not the full specification requirements for the role. Please ensure you review the full specification on the job description prior to submitting your application.
Applicants are advised to read all the information on the advert and the supporting information before completing and submitting an application. As you complete your application please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.
All new staff appointed at the Trust are subject to a 6 month probationary period.
Applications should be made online, however, queries regarding the application process or assistance with completion of the form (for applicants with a disability) can be made to Stefan Heins, Recruitment Advisor, on 01708435000 ext 5933. Further details regarding the post may be obtained by contacting the manager as per the contact details above.
The level of support provided to the ICT user base will ensure that maximum uptime of localised ICT systems is maintained, which will enable Barking, Havering and Redbridge staff to make the best use of ICT systems during their daily work. The post holder will primarily provide telephone support to users, consistently delivering a “client-focused” service which promotes excellent customer service and effective working relationships.
Full training will be provided for this role and if you would like further information please contact Mark Archer, ICT Service Delivery Manager by either telephone 01708 435 000 Ext. 6969 or email mark.archer2@nhs.net.
Previously unsuccessful applicants for this role need not apply.
This role is to work as part of the ICT Customer Service Desk team providing a high quality 2nd Line IT support, to all staff and customers, the ICT Customer Service Desk is the first point of contact for all staff of NHS organisations when accessing BHRUT. The post holder will ensure all analysts and junior analysts gain accurate information from callers, and utilise knowledge skills and judgment to provide a resolution where possible and will be required to assist the Service Desk.
The Senior ICT Customer Service Desk Analyst has responsibility to co-ordinate the escalation of all non-resolved incidents and service requests.
This post is a technical post requiring IT knowledge. The hours worked currently are between 07:30 to 17:00 Monday to Friday on a shift pattern although there is sometimes a requirement to work outside of these hours either at evenings or weekends in order to reduce system and network downtime.
Under the leadership of our Chair Jacqui Smith and Matthew Trainer, our Chief Executive, we provide care for the residents of three of the most diverse London boroughs. More than half of our 7,500 strong workforce are from black, Asian and minority ethnic groups and most live in Barking and Dagenham, Havering and Redbridge. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.
Our services include all the major specialties of large acute hospitals, operating from two main sites - King George Hospital in Goodmayes and Queen’s Hospital in Romford. We also provide outpatient services at Brentwood Community Hospital, Barking Hospital, Loxford Polyclinic, and Harold Wood Polyclinic. We have two of the busiest emergency departments in London.
As we recover from Covid-19, we’re proud to be leading the way nationally in reducing the time our patients wait to get the treatment they need. The pandemic provided the drive for our teams to innovate and change.
We know we have more work to do to improve waiting times for urgent and emergency care, and our performance against the four-hour emergency access standard remains challenged, in comparison to many other London trusts.
We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We’re also pleased to be part of the NEL Cancer Alliance.
For further information on this role, please see the attached detailed Job Description and Person Specification.
The person specification listed below is not the full specification requirements for the role. Please ensure you review the full specification on the job description prior to submitting your application.
Applicants are advised to read all the information on the advert and the supporting information before completing and submitting an application. As you complete your application please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.
All new staff appointed at the Trust are subject to a 6 month probationary period.
Applications should be made online, however, queries regarding the application process or assistance with completion of the form (for applicants with a disability) can be made to Stefan Heins, Recruitment Advisor, on 01708435000 ext 5933. Further details regarding the post may be obtained by contacting the manager as per the contact details above.
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