Job summary
Reporting to the Customer Services Manager, you will provide 'first line' technical support to the Trust's IT users, located across a number of sites. Candidates will be required to log and manage incoming calls through to resolution.
The role is predominately office based, and will involve communication via telephone, email and face-to-face. It is possible that you may be asked to travel to the Trust's other sites for work purposes.
Main duties of the job
Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to work efficiently and professionally under pressure. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.
Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. Candidates will have gained or be working to achieve MCP or equivalent qualifications.
Through personal example, open commitment and clear action, to value and celebrate the diversity of the Trust's communities, ensuring equality of access and treatment in employment and service delivery. To demonstrate a positive can do attitude at all times and drive the 'can do' attitude across the Digital Health Department.
About us
Due to the internal promotion of the existing post holder, the James Paget University Hospital has an exciting opportunity for an additional candidate to join our Digital Health Service Desk Team on a permanent basis, to work in a vibrant and dynamic environment.
The successful candidate will be required to provide an exceptional level of desk side and remote support to the James Paget Hospital's customer base, contributing to the delivery of the Digital Health strategy.
We are looking for an individual with a good level of hardware and software knowledge, particularly in relation to PC hardware and Microsoft operating systems and software. The successful candidate will be suitably qualified, or working towards, an IT-related qualification. The ability to troubleshoot software, hardware and network faults is required, along with strong customer service experience, the ability to prioritise workloads, and to be pro-active and flexible with managing those workloads is essential.
The James Paget delivers its services in accordance with ITIL best practice, so familiarisation of ITIL V3 or V4 is advantageous as the candidate is responsible for maintaining an accurate CMDB, and to deliver services within predefined SLA's.
Job description
Job responsibilities
- Providing technical advice to customers and Team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
- Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contactin accordance with the Service Desk Service Level Agreement.
- Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
- To provide advice to customers within the Trust on the efficient use of computer systems.
- Using own judgement, gather detailed, complex and sensitive information and where appropriate input this accurately into the chosen Service Desk tool.
Job description
Job responsibilities
- Providing technical advice to customers and Team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
- Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contactin accordance with the Service Desk Service Level Agreement.
- Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
- To provide advice to customers within the Trust on the efficient use of computer systems.
- Using own judgement, gather detailed, complex and sensitive information and where appropriate input this accurately into the chosen Service Desk tool.
Person Specification
Experience and Knowledge
Essential
- Customer service experience
- Excellent keyboard skills
- Excellent verbal and written communication skills
- Excellent knowledge of Microsoft Word, Excel and Outlook
Desirable
- Working on an IT Service Desk following the ITIL framework
Education
Essential
- English and Maths GCSE at A-D/9-4 or equivalent
- Level 3 or above qualification in ICT or equivalanet
Desirable
Skills, Abilities and Competencies
Essential
- A level of understanding regarding one or more computer systems (hardware or software)
- Able to manipulate data in line with Trust policies and procedures
- Able to update technical knowledge of the Trust's infrastructure in order to support the Trust's strategy
- Ability to troubleshoot, resolve or escalate customer issues across a range of software and hardware
- Ability to deal with problems and situations that require both controlled and sensitive resolution
- Ability to manage own time to balance reactive and proactive workload
- Building customer service - able to provide stakeholders with a positive experience of the service delivered. Understand how customer service role fits within Trust's policies
- Awareness and understanding of the importance of confidentiality
Desirable
- Able to make decisions and escalate where necessary
- Knowledge of NHS working practices
Personal Qualities
Essential
- Developing and managing self - able to enhance own skills and performance in the context of the organisation
- Developing and maintaining relationships - able to make working relationships harmonious and productive
- Attention to detail
- Understands importance of customer service and the role of good communication
- Works well under pressure
Behavioural Qualities
Essential
- Courteous and respectful
- Kind and helpful
- Responsive communication
- Effective and professional
Person Specification
Experience and Knowledge
Essential
- Customer service experience
- Excellent keyboard skills
- Excellent verbal and written communication skills
- Excellent knowledge of Microsoft Word, Excel and Outlook
Desirable
- Working on an IT Service Desk following the ITIL framework
Education
Essential
- English and Maths GCSE at A-D/9-4 or equivalent
- Level 3 or above qualification in ICT or equivalanet
Desirable
Skills, Abilities and Competencies
Essential
- A level of understanding regarding one or more computer systems (hardware or software)
- Able to manipulate data in line with Trust policies and procedures
- Able to update technical knowledge of the Trust's infrastructure in order to support the Trust's strategy
- Ability to troubleshoot, resolve or escalate customer issues across a range of software and hardware
- Ability to deal with problems and situations that require both controlled and sensitive resolution
- Ability to manage own time to balance reactive and proactive workload
- Building customer service - able to provide stakeholders with a positive experience of the service delivered. Understand how customer service role fits within Trust's policies
- Awareness and understanding of the importance of confidentiality
Desirable
- Able to make decisions and escalate where necessary
- Knowledge of NHS working practices
Personal Qualities
Essential
- Developing and managing self - able to enhance own skills and performance in the context of the organisation
- Developing and maintaining relationships - able to make working relationships harmonious and productive
- Attention to detail
- Understands importance of customer service and the role of good communication
- Works well under pressure
Behavioural Qualities
Essential
- Courteous and respectful
- Kind and helpful
- Responsive communication
- Effective and professional
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.
