Job summary
IT Service Desk Technician - Band 3
An exciting opportunity has arisen for a dynamic individual who is keen to be at the forefront of IT innovation within the NHS. You will be part of a dedicated, hardworking team delivering first point of contact for all Bolton Hospital issues and queries, providing excellent customer services and first time fixes.
Previous applicants need not apply.
Main duties of the job
IT Service Desk Technician
Here at Bolton NHS Foundation Trust our non-clinical and clinical teams work hand-in-hand to ensure the best care for the people of Bolton. This includes our dedicated in-house IT team and we have an opportunity for someone, with the right technical skills, and a real passion for innovation and brilliant customer service, to join that team as IT Systems Engineer.
Based at the Royal Bolton Hospital site, you will help provide technical support services to 7,500 users over 25 sites, ensuring that those services are efficient and responsive to the needs of the Trust. This is a busy service giving you exposure to a wide range of technical infrastructure and advanced technologies; building on that exposure we will ensure that the role provides you with a comprehensive and structured career path and development plan.
The requirements for the role are outlined in the attached Job Description and Person Specification and we would ask you to consider these before applying for the role. Most importantly you will be a great communicator and team player; and someone who fits in really well with our established team who are seen as subject experts providing a helpful and friendly service.
We hope the above has encouraged you to join a high-performing IT team in an equally high-performing Trust! We look forward to hearing from you.
About us
An inclusive, supportive environment with a friendly atmosphere.
This is the perfect way to start your career in IT.
The Trust is a great place to work, evidenced by the most recently NHS Staff Survey results where our staff ranked us as the best NHS place to work in Greater Manchester. We are really proud of this and ensure that everyone in the Trust is both seen and heard. It has been a challenging time for the NHS with the national pandemic response at the forefront of our minds and activities, but we are coming out of pandemic pressures with renewed energy and it is a truly exciting time for the Trust with investment and development of the IT Infrastructure of which this role will be a key part.
Job description
Job responsibilities
1. Answer telephone calls within a specified response time2. Provide excellent customer service when dealing with service users via telephone and electronic mail and in person.3. Record all incidents reported by users on the service desk software ensuring that:
All contact details are checked and verified An accurate description of the incident is recorded onto the service desk call logging system An appropriate priority is assigned to the incident All updates from the service user or assigned officer are recorded accurately and in a timely manner.4. Develop your IT knowledge and requirements to provide 1st Line support and fault diagnosis to the GP service users or IT software and hardware. Targets to be agreed within your Appraisal.5. Provide first time fixes and resolutions to simple ICT related incidents and requests where appropriate via telephone and face to face.6. Liaise and communicate effectively with users, and internal and external contacts as required7. Provide the interface between the service user and 2nd / 3rd line support and third party suppliers.8. Identify gaps in the asset database; checking and amending registers which could include adding or removing equipment details to ensure that the asset register is up to date9. Undertake data entry onto requisitions systems to assist with the purchase of hardware and software equipment as requested10. Monitor the progress of the open calls ensuring that they are resolved in accordance with agreed criteria as specified in the departments standard of work.11. Monitor open calls against agreed SLAs (Service Level Agreements), and chase progress with engineers as appropriate.12. Manage the service user experience and their expectations by updating them on the status of their reported incident.13. Agree with the service user when a full resolution has been implemented that the call can be closed and to close the call.14. Obtain feedback from users in order to support the departments culture of continuous improvement.15. Assist the department team leads and managers with the production of performance statistics to aid service improvement.16. Contribute to ongoing development of service desk by proposing changes to working practices and procedures and forward end user views on opportunities for enhancement17. Identify trends in incidents to the department team leads and managers in order that potential problems can be identified and escalated as appropriate.18. Liaise with third party suppliers where incidents have been escalated to obtain feedback of resolution progress in order to keep the service user updated on progress.19. Receive complaints either in writing or verbally and to refer to the managers for escalation and resolution.20. Participate in the disaster recovery plan21. Participate where required in IT projects.22. Participate in working across shift patterns, to cover between 08:00 and 20:30 and weekends.23. Provide guidance and knowledge sharing to new starters or less experienced colleagues.24. Use the library of knowledge for reference when supporting service users.25. Undertake other duties as required to support the service at the request of the department managers.
Job description
Job responsibilities
1. Answer telephone calls within a specified response time2. Provide excellent customer service when dealing with service users via telephone and electronic mail and in person.3. Record all incidents reported by users on the service desk software ensuring that:
All contact details are checked and verified An accurate description of the incident is recorded onto the service desk call logging system An appropriate priority is assigned to the incident All updates from the service user or assigned officer are recorded accurately and in a timely manner.4. Develop your IT knowledge and requirements to provide 1st Line support and fault diagnosis to the GP service users or IT software and hardware. Targets to be agreed within your Appraisal.5. Provide first time fixes and resolutions to simple ICT related incidents and requests where appropriate via telephone and face to face.6. Liaise and communicate effectively with users, and internal and external contacts as required7. Provide the interface between the service user and 2nd / 3rd line support and third party suppliers.8. Identify gaps in the asset database; checking and amending registers which could include adding or removing equipment details to ensure that the asset register is up to date9. Undertake data entry onto requisitions systems to assist with the purchase of hardware and software equipment as requested10. Monitor the progress of the open calls ensuring that they are resolved in accordance with agreed criteria as specified in the departments standard of work.11. Monitor open calls against agreed SLAs (Service Level Agreements), and chase progress with engineers as appropriate.12. Manage the service user experience and their expectations by updating them on the status of their reported incident.13. Agree with the service user when a full resolution has been implemented that the call can be closed and to close the call.14. Obtain feedback from users in order to support the departments culture of continuous improvement.15. Assist the department team leads and managers with the production of performance statistics to aid service improvement.16. Contribute to ongoing development of service desk by proposing changes to working practices and procedures and forward end user views on opportunities for enhancement17. Identify trends in incidents to the department team leads and managers in order that potential problems can be identified and escalated as appropriate.18. Liaise with third party suppliers where incidents have been escalated to obtain feedback of resolution progress in order to keep the service user updated on progress.19. Receive complaints either in writing or verbally and to refer to the managers for escalation and resolution.20. Participate in the disaster recovery plan21. Participate where required in IT projects.22. Participate in working across shift patterns, to cover between 08:00 and 20:30 and weekends.23. Provide guidance and knowledge sharing to new starters or less experienced colleagues.24. Use the library of knowledge for reference when supporting service users.25. Undertake other duties as required to support the service at the request of the department managers.
Person Specification
Qualifications
Essential
- A Level / Diploma Level 3 or 1st Line Support Experience
- Demonstrate commitment to ongoing personal development
- Good standard of basic education
Desirable
- HND Computer Studies or equivalent
- ITIL Foundation Qualification
Experience
Essential
- Experience of working within an office environment.
- Proven experience of working in a customer focused environment.
- Good knowledge of the MS Office Suite of products
Desirable
- Experience in delivering IT facilities
- Experience of working within service desk environment
- Experience of call management using a call logging system, providing excellent user experience and managing expectations.
- Experience of working within the NHS
- Ability to provide an effective desktop support service.
- Good knowledge of Windows Desktop platforms such as Windows 7 and 10
Skills
Essential
- Ability to organise self to work on own initiative and judgement whilst working within set guidelines with moderate levels of supervision and management.
- Ability to work to deadlines, prioritise tasks and manage in a busy pressurised climate
- Good interpersonal and communication skills (written, verbal, electronic).
- Must have good attention to detail.
- Have a customer oriented approach.
- Ability to listen and diagnose correctly in order to ensure that incidents are dealt with effectively
- Ability to handle people in a courteous and sensitive manner taking account of individual needs and concerns
- Good organisational skills
- Maintain a positive attitude and commitment to learning and undertaking new tasks and procedures
Desirable
- Ability to communicate complex information to all levels of staff.
- Proven track record of working as part of a team.
Knowledge
Essential
- Good knowledge of the MS Office Suite of products.
- Broad understanding of IT Technologies
Desirable
- Knowledge of current NHS Information Technology issues, standards and procedures.
Other
Essential
- Flexibility of working hours
- Well motivated
- Able to work on own initiative.
Person Specification
Qualifications
Essential
- A Level / Diploma Level 3 or 1st Line Support Experience
- Demonstrate commitment to ongoing personal development
- Good standard of basic education
Desirable
- HND Computer Studies or equivalent
- ITIL Foundation Qualification
Experience
Essential
- Experience of working within an office environment.
- Proven experience of working in a customer focused environment.
- Good knowledge of the MS Office Suite of products
Desirable
- Experience in delivering IT facilities
- Experience of working within service desk environment
- Experience of call management using a call logging system, providing excellent user experience and managing expectations.
- Experience of working within the NHS
- Ability to provide an effective desktop support service.
- Good knowledge of Windows Desktop platforms such as Windows 7 and 10
Skills
Essential
- Ability to organise self to work on own initiative and judgement whilst working within set guidelines with moderate levels of supervision and management.
- Ability to work to deadlines, prioritise tasks and manage in a busy pressurised climate
- Good interpersonal and communication skills (written, verbal, electronic).
- Must have good attention to detail.
- Have a customer oriented approach.
- Ability to listen and diagnose correctly in order to ensure that incidents are dealt with effectively
- Ability to handle people in a courteous and sensitive manner taking account of individual needs and concerns
- Good organisational skills
- Maintain a positive attitude and commitment to learning and undertaking new tasks and procedures
Desirable
- Ability to communicate complex information to all levels of staff.
- Proven track record of working as part of a team.
Knowledge
Essential
- Good knowledge of the MS Office Suite of products.
- Broad understanding of IT Technologies
Desirable
- Knowledge of current NHS Information Technology issues, standards and procedures.
Other
Essential
- Flexibility of working hours
- Well motivated
- Able to work on own initiative.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
