Job summary
- Main area
- Service Desk Analyst
- Grade
- NHS AfC: Band 6
- Contract
- Fixed term: 23 months (until 31 February 2027)
- Hours
- Full time
- Flexible working
- Home or remote working
- Job ref
- 980-HRA664-C
- Employer
- Health Research Authority
- Employer type
- NHS
- Site
- HRA
- Town
- Newcastle Upon Tyne
- Salary
- £37,338 - £44,962 per annum
- Salary period
- Yearly
- Closing
- 29/12/2024 23:59
Employer heading
Service Desk Analyst
NHS AfC: Band 6
The HRA is a Non Departmental Public Body with the remit to protect and promote the interests of patients and the public in health and social care research.Ìý We do this by supporting and promoting a robust and efficient regulatory and governance framework in the UK. We provide the Research Ethics Service (RES), Confidentiality Advice function, assessments and assurances on behalf of the NHS, and learning, guidance and advice for the research community.Ìý Our ambition is to make the UK a great place to do research, where more money invested in research goes into carrying out relevant, good quality research.
Our purpose is to ensure that research involving NHS patients and members of the public is approved through a proportionate and robust system, that they are provided with the information they need to help them decide whether they wish to take part, and that their opportunity to do so is maximised by simplifying the processes by which high quality research is assessed.Ìý We have already delivered significant improvements by centralising and simplifying the approval of research in the NHS in England, and are undertaking a range of significant programmes to deliver further improvements.
Job overview
This role will be part of the HRA Digital team, responsible for supporting users of the HRA’s portfolio of national information systems for health research, this includes IRAS and HARP.
The Service Desk Analyst will be part of a team working within the HRA Digital Directorate supporting the transition from an outsourced support provision to an in-house solution, working closely with the legacy support team to ensure a smooth transition.
Ìý
Main duties of the job
- Key elements of this role will include:
Providing first line technical support to investigate and resolve incidents and service requests from users, via a variety of channels, relating to the HRA national information systems in line with our KPIs. - Maintaining an excellent relationship with the user even in challenging situations.
- Co-ordinating resolution of issues with partners, suppliers and 2nd and 3rd line application support on IRAS application, managing the relationship with the user and ensuring they are kept informed.
- Keeping accurate records using a variety of IT service management tools.
- Providing reports on performance, e.g. against KPIs, to support the governance and continual improvement of services.
- Working with the test team to support User Acceptance Testing and adapt our processes, procedures and tools as new functionality goes live.
- Working with other members of the HRA Digital Directorate to ensure our service are continually improving and adapting to meet changing user requirements.
This role will require the post holder demonstrate and exercise a wide range of skills such as problem solving, good levels of communication and teamwork.
Working for our organisation
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for you, not just us and the work we do.
We’re committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives, and backgrounds create a stronger, more creative workplace that help us to deliver the best services.Ìý
We welcome applications which represent the rich diversity of our community. This includes:
• Ìý Ìýage
• Ìý Ìýdisability
• Ìý Ìýethnicity
• Ìý Ìýgender identity and expression
• Ìý Ìýreligion or belief
• Ìý Ìýsex
• Ìý Ìýsexual orientation
• Ìý Ìýother diverse characteristics
We have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
When applying to work here, speak to us about how we might be able to accommodate a flexible working arrangement – if it works for you, we’ll do our best to make it work for us.
Detailed job description and main responsibilities
This role sits within HRA Digital. The digital directorate is responsible for developing, delivering and supporting complex solutions within the HRA’s portfolio of UK-wide information systems for health and care research. This includes a major programme to build new systems, and to achieve the successful migration and eventual closure of current systems.
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
To find out more and to understand the full duties of the role, please refer to the job description attached.
In submitting your application with us, please note the following:
- We currently do not accept applications via recruitment agencies.
- We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
- Where applicants fail to demonstrate how they meet any one of the essential criteria of the person specification, the application will not be shortlisted. You will be considered based only on theÌý
information in your application form. CVs will not be considered. - The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
Person specification
Qualifications
Essential criteria
- Educated to Degree level or equivalent in a relevant field or a portfolio of equivalent experience demonstrating the ability to work at this level
Knowledge
Desirable criteria
- Knowledge of the Digital Services that the HRA or their partner organisations provide, e.g. IRAS, HARP, TOPS etc
Experience
Desirable criteria
- Demonstrable experience of producing technical documentation
Experience
Desirable criteria
- Demonstrable experience of using software to log and manage calls
Experience
Desirable criteria
- Experience of using a recognised service management methodology such as ITIL
Knowledge
Essential criteria
- Either specialist knowledge of Health Research processes or specialist knowledge of IT Service Desk processes
Experience
Essential criteria
- Significant experience providing front line support to resolve incidents, queries or requests for end-users/customers via a variety of channels where there was a need to explain complicated issues to a lay or non-technical audience in plain English.
Analytical and Judgemental Skills
Essential criteria
- Excellent organisational skills with the ability to prioritise and deliver resolutions in a pressurised environment balancing conflicting demands.
Interpersonal
Essential criteria
- Good oral and written communication skills with the ability to understand and interpret complex information. This requires: • Written English skills at a level to summarise complex issues into a document. • Verbal English skills to be able to articulate procedural issues and comprehend complex discussion.
Other
Essential criteria
- Commitment to inclusivity and valuing diversity
Interpersonal
Essential criteria
- Excellent end-user or customer focused approach, taking ownership of issues and accountability for their resolution.
Interpersonal
Essential criteria
- Ability to work within and contribute to a high performing team.
Documents to download
Further details / informal visits contact
- Name
- Philip Evans
- Job title
- Service Desk Manager
- Email address
- [email protected]
- Telephone number
- 02071048372
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