NHSCT | Northern Ireland
Rate of Pay: £14.06 per hour
Hours: Full Time, 9:00am – 5:00pm, Monday to Friday

MPA Recruitment, Coleraine, are delighted to be recruiting on behalf of the Northern Health and Social Care Trust (NHSCT) for an experienced ICT Service Desk Analyst to join their team.

This is an excellent opportunity for an ICT professional with strong technical, communication and customer service skills to work within a busy healthcare environment, providing essential ICT support to Trust staff and services.

The successful candidate will be a confident problem solver with a calm, professional and customer-focused approach, able to manage competing priorities and provide effective technical support in a fast-paced environment.

The Role

As an ICT Service Desk Analyst, you will provide first-line ICT support, dealing with incidents and service requests while ensuring users receive a professional, responsive and timely service.

Key Responsibilities

• Provide first-line technical support, logging, investigating and resolving ICT incidents and service requests.
• Escalate more complex issues to the appropriate Operations Support, Data Centre and Network & Security teams.
• Monitor and follow up incidents to ensure they are resolved and closed within agreed SLA response and resolution times.
• Assist with the installation and maintenance of ICT hardware and software.
• Liaise with ICT colleagues, suppliers, BSO and other agencies to support effective service delivery.
• Maintain accurate service desk records, technical documentation and ICT application and hardware information.
• Work in accordance with ITIL, ISO 20000, ISO 27001 and relevant HSC and Trust policies and procedures.
• Maintain strict data security and confidentiality, supporting the reporting and management of security incidents.
• Keep up to date with developments in ICT and identify opportunities to improve services.
• Support the Trust's modernisation and reform through effective use of ICT, helping to maximise value for money.
• Participate in relevant mandatory and developmental training.

What We're Looking For

Essential Experience & Qualifications

Applicants must have either:

• An HND or relevant professional qualification in an ICT discipline, plus at least 6 months' experience in an ICT-related technical role; or
• At least 1 year's experience in an ICT-related technical role.

And:

• An ITIL Foundation Certificate, or demonstrable knowledge of ITIL principles with a willingness to achieve certification within 6 months of appointment.

Essential Skills & Abilities

You will need to demonstrate:

• The ability to understand and resolve complex technical issues.
• Excellent communication and interpersonal skills.
• The ability to explain technical information clearly and concisely.
• Strong customer service skills, including the ability to de-escalate challenging situations.
• A positive can-do attitude and the ability to work effectively as part of a team.
• The ability to remain calm, organised and professional while working under pressure.
• A logical and methodical approach to problem solving.
• The ability to work independently, use initiative and effectively prioritise workload.

Technical Knowledge

You should have knowledge of:

• ICT service delivery best practice, including ITIL and/or ISO 20000.
• Current ICT hardware and software.
• Windows 10.
• Microsoft Office applications including Outlook, Word, Excel and Access, covering Office 2016 through to Microsoft 365.
• ICT security, confidentiality and relevant policies and procedures.

Other Requirement

• A current full UK driving licence and access to a car is required, subject to the Trust's applicable disability exemption arrangements.

Why Apply?

This is a fantastic opportunity to use your ICT skills within an organisation where technology plays a vital role in supporting the delivery of health and social care services.

If you are technically minded, enjoy helping people resolve IT issues and are looking to develop your career within a public sector healthcare environment, we would love to hear from you.

Interested?

For further information or to discuss the role, please contact:

Samantha Rowland
Recruitment Consultant – MPA Recruitment, Coleraine

Telephone: 028 7035 7035
Email: [email protected]

Apply today to find out more about this excellent Band 4 opportunity with NHSCT.