Job summary
We are looking to recruit a service desk engineer to support the digital services department.
The Digital Service Desk represents the front door to digital Services and so is a highly customer focussed interface seeking to resolve many of our user issues at the time when they first call. Where a first-time fix is not possible the digital service desk will manage the handover of the call to one of the IT services group or to the correct third-party organisation.
Main duties of the job
The primary role of the post holder is to interact with the user, identify and record the problem, where possible provide advise such that the incident is resolved as part of the call.
The post holder will be expected to provide a calm and professional persona even where the user calling is agitated or upset.
The post holder will also fully document the call ensuring that sufficient information is recorded to allow the incident to resolved by other members of the Service Desk, any of the WSH digital Engineering Team or by the allocated third-party service provider.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Job description
Job responsibilities
Take calls from users in calm and professional manner recording all the required information as specified in the IT Service Desk standard operating procedure.
Review calls received through the Self-service portal, contacting the user where necessary to ensure that all the required information is recorded as specified in the IT Service Desk standard operating procedure.
Assess the nature or any request and determine the priority of the incident, highlighting high impact requests to the Service Desk Manager.
Provide specialised support for Desktop PCs, Laptops, Tablets, Smartphones and peripheral devices. This service must be provided to tight deadlines meeting response and fix targets.
Have knowledge of Microsoft products included Windows 7,10, Office 2010 or later. Have a willingness to train and understand the Trusts clinical software packages to a level of being able to support the end user.
Be pro-active in managing calls. Ensure that users whose incidents have not been updated within the last 24 hours are identified. Liaise with the assigned responder group and ascertain the progress of the incident. Ensure that such updated are recorded on the IT Service Desk and feedback to the user.
Support the deployment of Endpoints via the Mobile Device Management (MDM) system providing connectivity for required Trust owned and Bring Your Own Device (BYOD) equipment and endpoints.
Be allocated Incidents and Service Requests and will be responsible for the resolution of these Incidents to include escalation to other teams and third-party suppliers as required. The post holder will be required to proactively monitor their own job queues and other monitoring tools provided as part of the Trust infrastructure.
Further information is contained with the job descriptions.
Job description
Job responsibilities
Take calls from users in calm and professional manner recording all the required information as specified in the IT Service Desk standard operating procedure.
Review calls received through the Self-service portal, contacting the user where necessary to ensure that all the required information is recorded as specified in the IT Service Desk standard operating procedure.
Assess the nature or any request and determine the priority of the incident, highlighting high impact requests to the Service Desk Manager.
Provide specialised support for Desktop PCs, Laptops, Tablets, Smartphones and peripheral devices. This service must be provided to tight deadlines meeting response and fix targets.
Have knowledge of Microsoft products included Windows 7,10, Office 2010 or later. Have a willingness to train and understand the Trusts clinical software packages to a level of being able to support the end user.
Be pro-active in managing calls. Ensure that users whose incidents have not been updated within the last 24 hours are identified. Liaise with the assigned responder group and ascertain the progress of the incident. Ensure that such updated are recorded on the IT Service Desk and feedback to the user.
Support the deployment of Endpoints via the Mobile Device Management (MDM) system providing connectivity for required Trust owned and Bring Your Own Device (BYOD) equipment and endpoints.
Be allocated Incidents and Service Requests and will be responsible for the resolution of these Incidents to include escalation to other teams and third-party suppliers as required. The post holder will be required to proactively monitor their own job queues and other monitoring tools provided as part of the Trust infrastructure.
Further information is contained with the job descriptions.
Person Specification
Education & Qualification
Essential
- NVQ3 or A-Level Education or equivalent experience
- Willingness to work towards further IT qualifications (ITIL, MCP CompTIA)
Desirable
- Microsoft Professional Qualification (MCP, MCSA or Similar)
- Professional Membership (e.g. BCS)
- Additional Professional Qualification (e.g. Citrix, Cisco, VMware etc)
- ITIL Foundation
Experience & Knowledge
Essential
- Basic knowledge of personal computers, network technologies and back office applications.
- Windows Operating Systems (from 7 to the latest available)
- Tablet devices (MS, Android, Apple)
- Experience in the use of Microsoft Office including Excel, Outlook and Word
- Experience in Customer Service
Desirable
- Experience managing customer expectations and service deadline
- Experience working within an ICT environment that operates under the ITIL Service Management framework.
Skills & Abilities
Essential
- Excellent communication skills in particular verbal on the telephone and face to face.
- Good interpersonal skills and the ability to handle users who may be frustrated or disgruntled
- Excellent problem-solving skills
- Excellent organisational and planning skills
- Ability to work without supervision and use initiative
- IT skills including the use of Word, Excel and e-mail
- Good time management skills with the ability to prioritise work
- Ability to work under pressure and prioritise effectively
- Flexible approach to working tasks
- Ability to work as part of a team as well as working on own
Personal qualities
Essential
- Accountability - Takes responsibility for own actions and promotes good team working
- Openness - Shares information and good practice appropriately
- Mutual respect - Treats others with courtesy and respect at all times
Desirable
- Mutual respect - Treats others with courtesy and respect at all times
Person Specification
Education & Qualification
Essential
- NVQ3 or A-Level Education or equivalent experience
- Willingness to work towards further IT qualifications (ITIL, MCP CompTIA)
Desirable
- Microsoft Professional Qualification (MCP, MCSA or Similar)
- Professional Membership (e.g. BCS)
- Additional Professional Qualification (e.g. Citrix, Cisco, VMware etc)
- ITIL Foundation
Experience & Knowledge
Essential
- Basic knowledge of personal computers, network technologies and back office applications.
- Windows Operating Systems (from 7 to the latest available)
- Tablet devices (MS, Android, Apple)
- Experience in the use of Microsoft Office including Excel, Outlook and Word
- Experience in Customer Service
Desirable
- Experience managing customer expectations and service deadline
- Experience working within an ICT environment that operates under the ITIL Service Management framework.
Skills & Abilities
Essential
- Excellent communication skills in particular verbal on the telephone and face to face.
- Good interpersonal skills and the ability to handle users who may be frustrated or disgruntled
- Excellent problem-solving skills
- Excellent organisational and planning skills
- Ability to work without supervision and use initiative
- IT skills including the use of Word, Excel and e-mail
- Good time management skills with the ability to prioritise work
- Ability to work under pressure and prioritise effectively
- Flexible approach to working tasks
- Ability to work as part of a team as well as working on own
Personal qualities
Essential
- Accountability - Takes responsibility for own actions and promotes good team working
- Openness - Shares information and good practice appropriately
- Mutual respect - Treats others with courtesy and respect at all times
Desirable
- Mutual respect - Treats others with courtesy and respect at all times
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.
