Service Desk Operator

University Hospitals Sussex NHS Foundation Trust (279)

This job is now closed

Job summary

We have an exciting opportunity to be part of our team.

The post holder will form part of the helpdesk team working to provide first line support to customers on all matters relating to IT provision.

The post holder will log all requests for support and either resolve the request directly or assign to other IT support teams as appropriate.

This role is a key customer support role, and the post holder will be required to always maintain a customer focus.

Previous applicants need not apply

Hours - full time, remote/hybrid working (there may be expectancy for some onsite working)

Main duties of the job

Answer and handle all requests in accordance with UH SUSSEX

Communicate clearly and positively with all service users in person, via the telephone and via

Work closely with the other members of the UH SUSSEX Unit, and with other staff to resolve customer requests.

Employees must adhere to the Trust's Policy and Procedure for Raising Issues of Concern regarding patient matters, health and safety, corruption, and

Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions as

Please see JD for full duties

About us

At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.

We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourWellbeing Programmefor staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves.

As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.

We look forward to receiving your application and the start of your journey with UHSussex.

Candidate Information Pack:

https://www.uhsussex.nhs.uk/resources/candidate-information-pack

Date posted

17 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum

Contract

Permanent

Working pattern

Full-time, Flexible working, Home or remote working

Reference number

279-6607755-DEC24

Job locations

Royal Sussex County Hospital

Brighton

BN2 5BE

Job description

Job responsibilities

As above, plus

1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.

2. Provide assistance and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.

3. Prioritise support requests and schedule them to the most appropriate member of senior teams.

4. Accurately log all details for each request on the helpdesk system.

5. Supports other helpdesk team members to resolve requests.

6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.

7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.

8. Generates reports from the helpdesk system as required.

9. Assists management with audits within department by partaking in areas of own remit.

10. To identify areas requiring service improvements where required and comment on policies and protocols as required.

More detail in the JD

Job description

Job responsibilities

As above, plus

1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.

2. Provide assistance and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.

3. Prioritise support requests and schedule them to the most appropriate member of senior teams.

4. Accurately log all details for each request on the helpdesk system.

5. Supports other helpdesk team members to resolve requests.

6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.

7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.

8. Generates reports from the helpdesk system as required.

9. Assists management with audits within department by partaking in areas of own remit.

10. To identify areas requiring service improvements where required and comment on policies and protocols as required.

More detail in the JD

Person Specification

Education and Experience

Essential

Good general level of education
ECDL or equivalent recent computing qualification or relevant customer service-related experience in a technical environment.
Basic PC maintenance
Experienced user of Microsoft operating systems and application software

Desirable

Appreciation of computer networks

Equality, Diversity & Inclusion

Essential

Evidence of having championed diversity in previous roles (as appropriate to role)
Evidence of having undertaken own development to improve understanding of equalities issues

Person Specification

Education and Experience

Essential

Good general level of education
ECDL or equivalent recent computing qualification or relevant customer service-related experience in a technical environment.
Basic PC maintenance
Experienced user of Microsoft operating systems and application software

Desirable

Appreciation of computer networks

Equality, Diversity & Inclusion

Essential

Evidence of having championed diversity in previous roles (as appropriate to role)
Evidence of having undertaken own development to improve understanding of equalities 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.