ICT Service Desk Manager

ICT Service Desk Analyst

Full time

£13.57 per hour

Ballymoney

JOB SUMMARY:

The post holder will work as part of the team providing first line support and technical services in relation to the timely logging and resolution of ICT Incidents and Service Requests within the facilities of Northern Health & Social Care Trust. The ICT Service Desk Support Analyst will ensure that all relevant policies and procedures are followed, that work is undertaken according to priorities and predetermined standards

KEY RESULT AREAS / MAIN RESPONSIBILITIES

• Participate in the operation of the ICT Service Desk, this will include providing first line assistance in completing incidents and work requests and logging incidents and service requests to Operations Support, Data Centre and Network & Security teams

• Ensuring that relevant protocols and procedures are adhered to any incidents and work requests assigned to other Service Groups and/or third parties are followed up and closed in a timely manner. The ICT Service Desk Technician will work to ensure that response time and resolution time objectives are met as defined in appropriate SLAs.

• Attend training sessions in the use of the service desk system and ensuring that all appropriate documentation is maintained and there is ongoing compliance with all HSC and Trust policies and procedures.

• Comply with all relevant legislation, policies and procedures for data security and confidentiality, in order to preserve the integrity of all trust information and prevent the unauthorised access to Trust information systems. The post holder will liaise with other sections and departments as necessary in the reporting and managing of security incidents.

ESSENTIAL CRITERIA

HND or relevant professional qualification in an ICT discipline and have worked for at least 6 months in an ICT related technical role*

OR

Have worked for at least 1 year in an ICT related technical role**

AND

ITIL foundation certificate or in the absence of same, can demonstrate knowledge of the principles and be willing to secure certification within 6 months of appointment

Other

Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by the Trust which will permit them to carry out the duties of the post.

To apply send cv via link