Job Title: Enablement Analyst
Starting: ASAP
Duration: 12 weeks – potential to be more long term
Hours: Monday to Friday, 9 – 5.30  
Location: Grays, Essex
Pay:  
£11.76ph PAYE  
£12.76ph PAYE Inclusive of holiday pay  
£13.76 Umbrella 

All rates are depending on skill, experience and pay type

 Job Summary: 

• Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust
• To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible.
• Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.
• Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions in 
• Support the MFA Enablement Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Team.

Duties:

• To provide troubleshooting and support through to resolution for NHSMail Multifactor Authentication (MFA) issues, as part of the NHSMail MFA enablement project.
• To record all incidents and service requests in order to provide good data for Incident and Problem Management
• To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
• Using initiative to resolve incidents, seeking advice as required in line with departmental policies and procedures
• To identify, record and report against non-trust items against which internal customers request service
• To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
• To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.
• To implement escalation procedures as appropriate

Technical Skills – Essential: 

• Experience of Service desk tool use
• Experience of NHSMail user administration
• ITIL awareness
• Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st and 2nd line user queries/resolutions
• Experience of remote fixes, via Remote Desktop Viewer, RDP or other terminal services
• Anti-virus/backup/window update checks/reporting

Person Specification: 

• Excellent communication skills both over the phone, via email and face to face
• Ability to maintain professional standards of quality of work, personal presentation and personal conduct.
• Good interpersonal skills
• Ability to work under tight deadlines
• Excellent organisational skills
• A logical approach to problem solving