AGENDA FOR CHANGE
NHS JOB EVALUATION SCHEME
1. JOB IDENTIFICATION
Job Title: Helpdesk Analyst
Reports to (insert job title): Helpdesk Team Leader
Department, Ward or Section: eHealth Services Infrastructure Services
CHP, Directorate or Corporate Department: Corporate Department - eHealth
Job Reference: CSEHTHRAIGINFS04
No of Job Holders: 3
Last Update (insert date): 28 February 2005
2. JOB PURPOSE
To answer helpdesk calls and record them on the NHS Highland’s helpdesk application (Track-it!). The
helpdesk receives calls via telephone and email.
Provide a first line support service for calls placed on the helpdesk. Where first line support is not
possible the helpdesk officer will divert the call to the appropriate support organisation on the Track-It!
application. This may be in-house or to an external supplier.
Be a focal point for customers of eHealth services with regard to problems and request for new work.
The post holder is not responsible for managing staff however on occasions the post holder may need to
supervise temporary or student staff members. The post holder has no budgetary responsibility
4. ORGANISATIONAL POSITION
Helpdesk Team Leader
Full Infrastructure organisational chart at end of job description.
5. ROLE OF DEPARTMENT
To provide IT Support Services within the eHealth Infrastructure function to the managed services
(SSU, Corporate Services, CHPs) component of NHS Highland in order to support NHS Highland’s
clinical, diagnostic and business functions in a timely, robust, safe and secure manner.
The infrastructure sections statistics
Helpdesk calls received approx 220 calls per day
Support handles approx 100 support calls per day
Manages 120 server
Supports 6000 PC’s/Laptops
Support 2000 peripheral devices (printers, scanners)
Support approx 6500 users
eHealth has been described as the development, application and implementation of technology to
improve effectiveness in healthcare. It includes the use of telemedicine and clinical systems used for
diagnosis and care pathways. It also applies to the policies and protocols that assure the confidentiality
and security of sensitive data and those aspects that support major change of
working practice - training, support and Organisational Development
6. MAIN TASKS, DUTIES AND RESPONSIBILITIES
1. Use the VIP call centre telephone system to answer helpdesk calls and record these on the
Track-It! application accurately and within agreed timeframes. These calls will also require to be
coded for audit purposes
2. In conjunction with the end user and using predefined criteria assign a priority to the call. In the
event of issue with defining a priority escalate to the Helpdesk Team Leader.
3. Provide a first line resolution service to end users where applicable. This will include calls that
need password resets, applications support, printer issues, rebooting of devices.
4. Process emails sent to the helpdesk email address and where necessary record these on the
5. Ensure that all calls that cannot be fixed by the helpdesk are diverted to the appropriate support
organisation. This may be in-house or an external supplier.
6. To provide pro-active feedback to users on the status of their call. This will be either call closed
or an update on how the call is progressing.
7. To conduct customer satisfaction surveys with users of eHealth services.
8. Monitoring outstanding calls on the Track-It! application to ensure that calls are closed within
agreed timescales. Where this is not possible calls are to be escalated to the Helpdesk Team
Leader, Support Manager or Head of eHealth Infrastructure Services.
9. To undertake continuing professional development (CPD) through research and attendance at
events e.g. training courses/seminars, ensuring that technical knowledge is kept up to date. To
participate in continuing dialogue with colleagues.
10. Update Hardware calls logged with ATOS Origin using the Vantive application.
11. To participate in programmes, ie, risk assessment, quality assurance etc.
7a. EQUIPMENT AND MACHINERY
Personal computer to undertake expert and end-user functions including routine and complex
manipulation and processing of data.
VIP Telephone system
Uses business systems such as MS Office, email, Internet & Intranet to access, process and
communicate operational and managerial information.
In addition the postholder is required to have expert knowledge of such systems and the specialised
Helpdesk Software system (TrackIT) in order to extract, analyse and summarise performance data
relating to the eHealth Infrastructure section.
Information that is processed may be of a highly confidential and sensitive nature.
VIP telephone system
Page one paging system
NHS Highland paging system
Numerous IT systems for purposes of 1st line support and password resets. Some examples of these
systems are as follows: Outlook, Internet, Results reporting, Final Discharge letter, Immediate discharge
letter etc. 1st line support may also involve dealing with hardware related matters.
ATOS Origin Vantive helpdesk system
8. ASSIGNMENT AND REVIEW OF WORK
The post holder is accountable to the Helpdesk Team Leader. The helpdesk workload is dictated mainly
by the volume of end users calls, however when the helpdesk is quiet the post holder is expected to
review outstanding calls and proactively update users.
Personal and departmental objectives will be agreed and monitored by the Helpdesk Team Leader.
9. DECISIONS AND JUDGEMENTS
The post holder is expected to undertake analysis of problems involving facts or situations and will be
required to give guidance and advice to all members of NHS Highland staff in relation to eHealth issues.
The post holder will occasionally be required to make decisions based upon uncertain information using
broad guidance and personal experience, but most tasks will be undertaken according to previously
determined procedures and protocols.
The post holder will be expected to occasionally escalate issues to the Helpdesk Team Leader.
10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Dealing with increasing volume of helpdesk calls in a pleasant & professional manner. To be customer
facing at all times even when dealing with difficult users.
To ensure that calls are logged quickly and accurately on the helpdesk application and that users are
informed of progress on their call through to resolution.
To ensure all calls are responded to by the correct organization in an appropriate time frame.
To provide a consistent first point of contact for NHS Highland users. Maintaining the departments
reputation as a leader in eHealth across the UK.
11. COMMUNICATIONS AND RELATIONSHIPS
The post holder is expected to communicate with work colleagues and customers in a professional &
courteous manner. The information communicated will include technical issues, training to colleagues as
well as equipment familiarisation sessions with customers. In summary the type of communications
required are listed below.
Within NHS Highland
All NHS Highland users of eHealth systems approx 6000
NHS Providers of IT services and facilities
3rd party suppliers
12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB
There are few physical demands of this post however very good telephony skills are required as well
as highly developed keyboard skills. The ability to use a computer while handling a call is essential.
The post attracts a high degree of mental and emotional stress in that it demands extended
concentration; frequent interruptions; and unpredictable and occasional unique problems.
The post holder deals with highly charged emotional situations often involving dissatisfied users
sometimes as the first point of contact with the eHealth service, such situations can, if not handled
sensitively, become unpleasant confrontations.
13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
A demonstrable positive and enthusiastic attitude to customer care
Proven Information Technology skills
Excellent interpersonal & communication skills
Ability to work under pressure
Good analytical skills
Highly developed telephone skills
Highly developed keyboard skills
Ability to multi-task with the ability to update computer systems while handling phone calls required.
A professional Information technology qualification such as HNC or Microsoft certified or A++
Experience of working within a helpdesk environment.
Experience of working within a support environment.
This post will work at A+/MCP/Modern Apprenticeship level.
14. JOB DESCRIPTION AGREEMENT
I agree that the above Job Description is an accurate reflection of my duties and
responsibilities at the date of signing.
Job Holder’s Signature: Date:
Manager’s Signature: Date: