Job summary
Providing 1st line support for clinical and administrative colleagues using IT services, including satellite sites within the community.
Being the first point of contact in IM&T for all staff across the organisation in the provision of an IT Service Desk.
Deliver an efficient, friendly, effective and professional first line call logging/problem solving service.
Main duties of the job
Ensuring that the IT Service Desk operates as a highly professional service that meets the needs of the Trust
Servicing requests for assistance from users in a pleasant and professional manner
Ensuring that requests for assistance are properly logged, assigned and responded to in a timely manner according to agreed SLA's and procedures.
Responding to requests for assistance by providing first line support to enable callers to solve their problems; or by forwarding details to second line support or advising third party suppliers
About us
Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.
As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.
We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.
Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.
We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties
Job description
Job responsibilities
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.
If you have applied for this position in the last 6 months and were unsuccessful, please do not re-apply.
Due to the changes in visa requirements from April 2024 and the new minimum salary criteria, this role doesn't qualify for sponsoring a work visa.
Job description
Job responsibilities
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.
If you have applied for this position in the last 6 months and were unsuccessful, please do not re-apply.
Due to the changes in visa requirements from April 2024 and the new minimum salary criteria, this role doesn't qualify for sponsoring a work visa.
Person Specification
Qualifications
Essential
- NVQ level 3 or equivalent experience
- Microsoft Certified Desktop Support Technician (or achieve this within one year of appointment)
Desirable
Competencies
Essential
- The ability to communicate in a pleasant and efficient manner with people at all levels in the organization
- Team player - proven ability to work co-operatively as part of a team
- Good administrative and organisational skills
- Efficient and conscientious record keeper
- Ability to work unsupervised
- Able to work calmly under pressure
Experience
Essential
- Experience of Call Centre/Helpdesk/Service Desk or other telephone based customer service.
- Experience of working in an IT Support environment
- Working knowledge of Windows 7, XP, Office 2003/2007/2010
- Experience of diagnosing PC hardware, operating systems and applications software problems/issues
- Working knowledge of operating systems and applications software, both off the shelf and proprietary/bespoke.
- Working knowledge of Incident logging and call handling systems.
Person Specification
Qualifications
Essential
- NVQ level 3 or equivalent experience
- Microsoft Certified Desktop Support Technician (or achieve this within one year of appointment)
Desirable
Competencies
Essential
- The ability to communicate in a pleasant and efficient manner with people at all levels in the organization
- Team player - proven ability to work co-operatively as part of a team
- Good administrative and organisational skills
- Efficient and conscientious record keeper
- Ability to work unsupervised
- Able to work calmly under pressure
Experience
Essential
- Experience of Call Centre/Helpdesk/Service Desk or other telephone based customer service.
- Experience of working in an IT Support environment
- Working knowledge of Windows 7, XP, Office 2003/2007/2010
- Experience of diagnosing PC hardware, operating systems and applications software problems/issues
- Working knowledge of operating systems and applications software, both off the shelf and proprietary/bespoke.
- Working knowledge of Incident logging and call handling systems.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
