Job summary
The opportunity has arisen for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter-personal skills are required.
You will be part of the Digital Support Desk team, on the front line of the IT department answering phone calls from users and logged requests via our IT Self Service portal. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives. Alongside the other main responsibility of overseeing the procurement function of all things related to IT with the other Digital Customer Support post holders.
The post holder will be based at either our Estuary Point HQ site in Speke, Liverpool or Broughton HQ, Preston site and will be responsible for supporting & delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI's and targets for individuals and contributing to the whole team performance.
Main duties of the job
Key areas of responsibility will include:
To provide excellent standards of customer services at all times to users across North West Ambulance Service NHS Trust.
To operate the Trusts Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate.
Digital Support Desk is the first point of contact for over 7,000 customers that may experience problems or have queries relating to critical systems which support the delivery of patient care.
To classify, investigate, diagnose and, where possible resolve, at the first point of contact, IT incidents reported to the Digital Support Desk.
Oversee user management processes for starters/leavers/modifications and ensure accurate reporting is available.
Oversee all aspects of ICT procurement & supplier management within the ICT Service Management Tool.
You will be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.
The successful candidates should have a good standard of education and sufficient relevant experience.
About us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Job description
Job responsibilities
Please ensure that you have read the full Job Description and Person Specification before applying for this post.
Job description
Job responsibilities
Please ensure that you have read the full Job Description and Person Specification before applying for this post.
Person Specification
Qualifications and Education
Essential
- Educated to "A" level in relevant area or equivalent industrial based qualifications such as MCP or equivalent appropriate infrastructure supporting role.
- Proven practical experience of delivering IT services in an integrated Microsoft environment including Windows Server, Windows client, Exchange and Office.
- Experience of working with third parties, including outsource providers, to deliver quality IT services.
- Working knowledge of Active Directory.
Desirable
- Experience in VMWare VSphere and VMWare VDi is desirable.
Skills and Abilities
Essential
- Ability to maintain confidentiality and deal with situations in a sensitive manner.
- Able to communicate across wide demographic boundaries in an appropriate manner.
- Respects and applies patient confidentiality at all times.
- Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
- Good understanding of the need for and value of systems and procedures and how to implement these effectively in a highpressure environment while maintaining an effective overview of potential technical risks before they become issues.
- Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies.
- Builds relationships and trust with 'customers', colleagues and suppliers in order to ensure quality services are delivered and maintained.
Desirable
- Strong management, motivational and leadership skills.
Knowledge and Experience
Essential
- Proven experience in a minimum of 6 of the following technologies: Windows 2012/2016 server o Windows 10 Client E Active Directory Services / AD Premium including Desktop Deployment IIS6/7 Server Proxy Servers SQL 2012/2016 Server MS Office 365 Industry-standard anti-virus Enterprise Solutions TCP/IP NAS/SAN Storage technologies LAN/WAN technologies.
Desirable
- Experience of: SCCM Microsoft InTune Producing meaningful reports Understanding of KPI's & metrics CISCO Switches/Routers TCP/IP Industry-standard firewall technologies HTML/ASP/XML SMTP/E-Mail gateway security and management solutions VMWare.
Personal Attributes
Essential
- Flexible and highly motivated.
- Project a professional image.
- Prioritises work of self.
- Plans ahead for short and medium term.
- Monitors own performance against key performance indicators. Handles issues simultaneously.
- Handles issues simultaneously.
- Works hard and achieves personal targets.
- Focuses on the task and is not deterred by minor setbacks.
- Looks for opportunities for self- development wherever possible.
- Not deterred even by apparently serious difficulties.
- Applies new concepts where solutions do not already exist.
- Looks outside own area when suggesting new ways of working.
- Demonstrates a positive customer attitude on the telephone, in writing and face-to-face.
- Regularly works as part of cross-Directorate teams.
- Has knowledge of best practice in own field.
- Ability to travel between sites across Cheshire and Merseyside, Cumbria and Lancashire and Greater Manchester on a regular basis.
- Be part of an on call team covering critical systems out of hours.
- Ability to respond to ICT on call incidents in a timely manner and travel to key sites to resolve issues.
Person Specification
Qualifications and Education
Essential
- Educated to "A" level in relevant area or equivalent industrial based qualifications such as MCP or equivalent appropriate infrastructure supporting role.
- Proven practical experience of delivering IT services in an integrated Microsoft environment including Windows Server, Windows client, Exchange and Office.
- Experience of working with third parties, including outsource providers, to deliver quality IT services.
- Working knowledge of Active Directory.
Desirable
- Experience in VMWare VSphere and VMWare VDi is desirable.
Skills and Abilities
Essential
- Ability to maintain confidentiality and deal with situations in a sensitive manner.
- Able to communicate across wide demographic boundaries in an appropriate manner.
- Respects and applies patient confidentiality at all times.
- Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
- Good understanding of the need for and value of systems and procedures and how to implement these effectively in a highpressure environment while maintaining an effective overview of potential technical risks before they become issues.
- Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies.
- Builds relationships and trust with 'customers', colleagues and suppliers in order to ensure quality services are delivered and maintained.
Desirable
- Strong management, motivational and leadership skills.
Knowledge and Experience
Essential
- Proven experience in a minimum of 6 of the following technologies: Windows 2012/2016 server o Windows 10 Client E Active Directory Services / AD Premium including Desktop Deployment IIS6/7 Server Proxy Servers SQL 2012/2016 Server MS Office 365 Industry-standard anti-virus Enterprise Solutions TCP/IP NAS/SAN Storage technologies LAN/WAN technologies.
Desirable
- Experience of: SCCM Microsoft InTune Producing meaningful reports Understanding of KPI's & metrics CISCO Switches/Routers TCP/IP Industry-standard firewall technologies HTML/ASP/XML SMTP/E-Mail gateway security and management solutions VMWare.
Personal Attributes
Essential
- Flexible and highly motivated.
- Project a professional image.
- Prioritises work of self.
- Plans ahead for short and medium term.
- Monitors own performance against key performance indicators. Handles issues simultaneously.
- Handles issues simultaneously.
- Works hard and achieves personal targets.
- Focuses on the task and is not deterred by minor setbacks.
- Looks for opportunities for self- development wherever possible.
- Not deterred even by apparently serious difficulties.
- Applies new concepts where solutions do not already exist.
- Looks outside own area when suggesting new ways of working.
- Demonstrates a positive customer attitude on the telephone, in writing and face-to-face.
- Regularly works as part of cross-Directorate teams.
- Has knowledge of best practice in own field.
- Ability to travel between sites across Cheshire and Merseyside, Cumbria and Lancashire and Greater Manchester on a regular basis.
- Be part of an on call team covering critical systems out of hours.
- Ability to respond to ICT on call incidents in a timely manner and travel to key sites to resolve issues.
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).
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