Job summary
We are looking to recruit a Senior 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 advice 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 when 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 be resolved by other members of the Service Desk, any of the WSH IT Engineering Team or by the allocated third party service provider.
This role will require you to be onsite at our Bury St Edmunds site to support customers and colleagues face to face.
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
Please see the full job description and person specification attached for more details on the job role.
Job description
Job responsibilities
Please see the full job description and person specification attached for more details on the job role.
Person Specification
Education & Qualification
Essential
- NVQ Level3 or A-Level qualification level of education
- Willingness to work towards further IT qualifications (ITIL, MCP CompTIA)
- Willingness to work towards a position when available to join our 2nd, 3rd or application support teams
Desirable
- Professional Membership (e.g. AMBCS)
Experience & Knowledge
Essential
- Extensive knowledge of personal computers, network technologies and back-office applications.
- Experience in the use of Microsoft Office including Excel, Outlook and Word
- Extensive experience of supporting mobile devices and use of Intune.
- Extensive knowledge of service desk tools (Call logging and triage applications)
- Experience in Customer Service
- Experience of taking on advanced technical tasks and seeing through to conclusion
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 - verbal on the telephone / face to face and written.
- 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.
- Willingness to undertake 2nd line tasks when required.
Desirable
- Experience with M365 and cloud-based technologies.
- Experience in coaching and mentoring.
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
Person Specification
Education & Qualification
Essential
- NVQ Level3 or A-Level qualification level of education
- Willingness to work towards further IT qualifications (ITIL, MCP CompTIA)
- Willingness to work towards a position when available to join our 2nd, 3rd or application support teams
Desirable
- Professional Membership (e.g. AMBCS)
Experience & Knowledge
Essential
- Extensive knowledge of personal computers, network technologies and back-office applications.
- Experience in the use of Microsoft Office including Excel, Outlook and Word
- Extensive experience of supporting mobile devices and use of Intune.
- Extensive knowledge of service desk tools (Call logging and triage applications)
- Experience in Customer Service
- Experience of taking on advanced technical tasks and seeing through to conclusion
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 - verbal on the telephone / face to face and written.
- 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.
- Willingness to undertake 2nd line tasks when required.
Desirable
- Experience with M365 and cloud-based technologies.
- Experience in coaching and mentoring.
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
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.
