Job summary
Working within the Service Delivery Team, the post holder will be responsible for either first line or second line resolution of incidents logged with the Service Desk by computer users throughout the Trust for Telecoms related issues.
The post holder will be expected to triage all incidents and use his / her own skills to provide a resolution or temporary work around. Where a resolution cannot be provided and additional problem solving is required, the call will be assigned to a suitable analyst or team.
To perform assessments of requests for additional work, to ensure that all technical information necessary is gathered to enable a speedy completion of the job.
Responsible for advising Trust staff with technical specifications of IT equipment for purchasing purposes and update the Self Services pages where appropriate.
Assist with any ongoing projects within the IT Services department.
The post holder will be required to travel to other hospital sites or offices therefore travel is an essential part of this role.
To undertake this post, you must be able to drive and have access to a vehicle. Should you not meet this requirement due to a disability, you are of course able to apply and a discussion regarding whether reasonable adjustments could be made to the role would take place before any offer is confirmed.
Main duties of the job
- Staff will be providing first line support, by triaging calls coming into the Telecoms Team and providing telephone or remote support.
- Provide second line support, which includes attending all WWL Trust Sites, that we support which includes our main sites of Leigh, RAEI, Wrightington, Buckingham Row, but this list is not exhaustive.
- Assess requests for additional work, gathering appropriate technical information before logging, to ensure the work can be completed with the minimum interruption to the user.
- Assist with planned Service Requests
- Provide technical assistance to other members of the IT Services Department as and when required.
- Actively check for new updates, possible solutions to faults and general information on the internet with regards to anti-virus, software and hardware.
- To become fully conversant with the IT Services Department Service Charter. To become fully conversant with the computerised Call Logging system and ensure that the documentation database is maintained in accordance with the defined quality standards
About us
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values.
People at the Heart
Listen and Involve
Kind and Respectful
ONE Team
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.
At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated there is helpful advice and information available by contacting covid-19.vaccine@wwl.nhs.uk where you can also ask about how to access vaccinations.
Job description
Job responsibilities
- Monitor all calls within the required workload and ensure Service Level Agreements are met and highlight any possible delays to the Telecoms Manager.
- Produce reports and statistics from the Call Logging System, if required.
- Ensure data quality of IM&T Service Desk.
- Ensure all Incident / Service Request journals and resolution details are recorded effectively with an accurate account of events, and in a timely manner in-line with Service Level Agreements.
- To be the technical contact for suppliers responding to calls and to ensure that supplier response times are met. If deadline is missed then invoke the correct escalation procedure.
- Participate in hardware and software developments, networking upgrades and changes and ongoing projects within the IT Services Department.
- Excellent communication and team working skills with colleagues is essential. Also be able to work on own initiative as necessary.
- Communicate effectively, building good working relationships with users, departmental managers and external suppliers.
- To ensure any calls which cannot be resolved immediately, are escalated to the Telecoms Manager.
- To ensure any calls not directly resolved by the Telecoms Team are escalated to the relevant IM&T Department staff, Trust business division or external supplier, within timescales identified by the Service Charter / Trust business division.
Job description
Job responsibilities
- Monitor all calls within the required workload and ensure Service Level Agreements are met and highlight any possible delays to the Telecoms Manager.
- Produce reports and statistics from the Call Logging System, if required.
- Ensure data quality of IM&T Service Desk.
- Ensure all Incident / Service Request journals and resolution details are recorded effectively with an accurate account of events, and in a timely manner in-line with Service Level Agreements.
- To be the technical contact for suppliers responding to calls and to ensure that supplier response times are met. If deadline is missed then invoke the correct escalation procedure.
- Participate in hardware and software developments, networking upgrades and changes and ongoing projects within the IT Services Department.
- Excellent communication and team working skills with colleagues is essential. Also be able to work on own initiative as necessary.
- Communicate effectively, building good working relationships with users, departmental managers and external suppliers.
- To ensure any calls which cannot be resolved immediately, are escalated to the Telecoms Manager.
- To ensure any calls not directly resolved by the Telecoms Team are escalated to the relevant IM&T Department staff, Trust business division or external supplier, within timescales identified by the Service Charter / Trust business division.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent professional qualification/s within I.T
- ECDL qualified or equivalent
Desirable
- MCP (Microsoft Certified Professional) or equivalent experience
- ITIL Foundation or equivalent experience
Experience
Essential
- Relevant I.T. experience in a Service Support environment
Desirable
- Experience of working in the NHS
- Experience in Project Work
Skills
Essential
- Communicating effectively & in writing
- Communicating effectively by word of mouth
- Acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.
- Taking innovative approaches to problem solving and devising inventive and creative solutions.
- Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
- Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly.
- Establishing relationships and maintaining contacts with people from a wide variety of backgrounds.
- Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
- Working co-operatively (rather than competitively) with others to achieve a common goal.
Desirable
- Techniques for ensuring that full account is being taken of customers' real and stated needs in a delivery of products and services.
Knowledge
Essential
- Knowledge of ICT infrastructure (hardware, operating systems, local area networks etc.) used within own organisation.
- Knowledge of ICT infrastructure (hardware, operating systems, local area networks etc.) used within own organisation.
- Proficient in Configuration Management - The control and management of ICT assets (or configuration items) including hardware, software, documentation, services, supplier and network facilities by the use and application of strict change management and recording.
- Proficient in Operating Systems - 'Systems' software which controls activities such as input, output, dynamic resource allocation, and error report writing, within the operation of a computer configuration. Windows 10.
- Proficient in Desktop Software - The use of everyday desktop software i.e. Microsoft Office, Publisher.
- Proficient in Mobile Device (MDM) hardware and software management and mobile device life cycle management
- Hornbill - Call Logging and Support Management System
- Proficient in Hardware / Software Installations - Methods and techniques used in installing and removing hardware and software, including testing and fault diagnosis. Familiar with Network Protocols and Communications: - The planning and management of the interaction between two or more networking systems, computers. i.e. TCP/IP, Ethernet, Routers and Switches.
- Familiar with Corporate, Industry - i.e. Health and Safety issues to users and equipment.
- Familiar with Function or Department Operations - The activities, structure and position in the organisation of the functions or departments for which services are provided
Desirable
- Knowledge of Cisco CUCM Telecoms Software
- Hornbill - Call Logging and Support Management System
Other
Essential
- Phone skills to manage and handle phone based Incident and Service Requests.
- Autonomy; able to manage own workloads, plan the work of others and work autonomously.
- Must be prepared to be involved in Site Rota, working from Service Delivery Base of Leigh on Service Support Remote Desktop
- Must be able to facilitate cross site working to all WWL Trust Sites. To undertake this post, you must be able to drive and have access to a vehicle. Should you not meet this requirement due to a disability, you are of course able to apply and a discussion regarding whether reasonable adjustments could be made to the role would take place before any offer is confirmed.
- Working unsocial hours
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent professional qualification/s within I.T
- ECDL qualified or equivalent
Desirable
- MCP (Microsoft Certified Professional) or equivalent experience
- ITIL Foundation or equivalent experience
Experience
Essential
- Relevant I.T. experience in a Service Support environment
Desirable
- Experience of working in the NHS
- Experience in Project Work
Skills
Essential
- Communicating effectively & in writing
- Communicating effectively by word of mouth
- Acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.
- Taking innovative approaches to problem solving and devising inventive and creative solutions.
- Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
- Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly.
- Establishing relationships and maintaining contacts with people from a wide variety of backgrounds.
- Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
- Working co-operatively (rather than competitively) with others to achieve a common goal.
Desirable
- Techniques for ensuring that full account is being taken of customers' real and stated needs in a delivery of products and services.
Knowledge
Essential
- Knowledge of ICT infrastructure (hardware, operating systems, local area networks etc.) used within own organisation.
- Knowledge of ICT infrastructure (hardware, operating systems, local area networks etc.) used within own organisation.
- Proficient in Configuration Management - The control and management of ICT assets (or configuration items) including hardware, software, documentation, services, supplier and network facilities by the use and application of strict change management and recording.
- Proficient in Operating Systems - 'Systems' software which controls activities such as input, output, dynamic resource allocation, and error report writing, within the operation of a computer configuration. Windows 10.
- Proficient in Desktop Software - The use of everyday desktop software i.e. Microsoft Office, Publisher.
- Proficient in Mobile Device (MDM) hardware and software management and mobile device life cycle management
- Hornbill - Call Logging and Support Management System
- Proficient in Hardware / Software Installations - Methods and techniques used in installing and removing hardware and software, including testing and fault diagnosis. Familiar with Network Protocols and Communications: - The planning and management of the interaction between two or more networking systems, computers. i.e. TCP/IP, Ethernet, Routers and Switches.
- Familiar with Corporate, Industry - i.e. Health and Safety issues to users and equipment.
- Familiar with Function or Department Operations - The activities, structure and position in the organisation of the functions or departments for which services are provided
Desirable
- Knowledge of Cisco CUCM Telecoms Software
- Hornbill - Call Logging and Support Management System
Other
Essential
- Phone skills to manage and handle phone based Incident and Service Requests.
- Autonomy; able to manage own workloads, plan the work of others and work autonomously.
- Must be prepared to be involved in Site Rota, working from Service Delivery Base of Leigh on Service Support Remote Desktop
- Must be able to facilitate cross site working to all WWL Trust Sites. To undertake this post, you must be able to drive and have access to a vehicle. Should you not meet this requirement due to a disability, you are of course able to apply and a discussion regarding whether reasonable adjustments could be made to the role would take place before any offer is confirmed.
- Working unsocial hours
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.
