ICT Service Desk Analyst - Second Line

Job Description

PHSO are looking for an enthusiastic ICT Service Desk 2nd Line Analyst with experience of end user support to join our ICT team. Youll have the opportunity to work with a wide array of stakeholders and be tasked with a mix of business-as-usual and project-basedduties.Client DetailsThe Parliamentary and Health Service Ombudsman is an independent national service. They make fair and final decisions on complaints about the NHS in England, UK Government departments and some other public organisations. PHSOs are at the forefront of stampingout social injustice and changing lives for the better. Their investigations lead to widespread improvements in public services and give people a voice when they feel they have not been treated fairly. PHSOs work is driven by its values of independence, fairness,excellence, and transparency. Currently going through an exciting period of growth, the organisation is looking to create an even more vibrant working environment and welcomes applications from candidates with diverse backgroundsDescription

• Responsible for managing complex issues and service requests following triage activities carried out by first line service desk staff
• Reviews and updates incidents & service requests with progress and advises users of actions taken on a regular basis
• Responsible for the day to day management of end user devices, escalating issues to internal ICT functions and external parties where necessary and owning through to successful conclusion
• Install and upgrade software and perform regular maintenance to keep end user devices updated and working efficiently, following release management processes and patching
• Inventory management process, maintaining up to date the stock records on the asset management system.
• Complete tasks as required to ensure systems are proactively monitored
• Provide end user support for Windows Operating System, VMWare Horizon, VPN connectivity, Apple IoS, Active Directory, Outlook, Office365, SharePoint, MS Dynamics, Teams, Teams-enabled meeting room equipment, Mobile Devices and MFDs escalating to internalteams or external suppliers where necessary
• Works alongside first line service desk analysts to transfer knowledge using a shift left approach
• Publishing suitable support documentation to assist staff with requests for information & provide end user staff training if required.
• Provide suitable written procedural guidance for any knowledge transferred
• Assist in the maintaining of the software and hardware asset register to support the audit process
• Provide the appropriate resources for starters, movers and leavers
• Testing new or upgraded applications and hardware working alongside other ICT functions
• Supporting projects as required

Generic Duties

• Contribute to the teams delivery against agreed service level targets and quality standards
• Provide excellent customer service to all internal and external stakeholders and customers
• Continuously seek to enhance our reputation internally and identify opportunities to promote our service
• Ensure all legislative, regulatory, policy, process, procedures and guidance requirements of PHSO are adhered to and appropriately evidenced to the roles line manager
• Support the creation of local operating procedures to ensure a consistent delivery of service across the team
• Escalate issues where appropriate
• Take decisions in accordance with the roles delegated authority
• Complete any other duties commensurate with the role

ProfileEssential

• Previous experience of working within an ICT Service Desk function at 2nd line or ICT operation responsible for end user device management and support
• Experience in autopilot and remote end-user device management
• Previous experience of working in a customer-focused ICT service provider environment
• Excellent analytical and triage skills and an informed, evidence-based approach
• Good planning and organisational skills
• The ability to meet targets and deadlines
• Excellent communication skills, including verbal & written
• Knowledge of a wide range of technologies including: Intune, Autopilot, Windows Operating Systems, Active Directory, Outlook, Teams, Microsoft Office, Office365, SharePoint, Apple mobile devices, MFDs and Telephony
• The ability to manage own workload prioritising where necessary
• Demonstrate dedication and a strong sense of customer service
• Provide balance between customer needs and client operational interests

Desirable

• An ITIL qualification
• An MCP or A+ Certification
• Knowledge or understanding of the role of an Ombudsman function
• An awareness of public administration (central government in particular) or the NHS and the context in which it operates
• Previous experience of working on projects
• Experience in laptop rollout and operating system upgrades

Job Offer

• Salary £31,934
• Civil Service Pension scheme (minimum 26.6% employer contribution)
• Generous basic holiday entitlement of 30 days. We also offer an additional 2.5 extra-statutory holidays on top of the normal public and bank holidays
• Flexible working
• Access to a wide variety of internal and external well-being support, 24/7 assistance programmes and health advice
• access to Headspace mindfulness and wellbeing app

PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation. Further information on the EDI Strategy, Employee Networks, and participationin the Disability Confident Scheme can be found in our job pack.Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closes