Service Desk Engineer

Job summary

An opportunity has arisen for a highly motivated individual to join the Service Desk as an Service Desk Technician. The team provides 1st/2nd line support as our first point of contact to circa 8500 users based across multiple sites via telephone, email and online portal.

The successful applicant will be required to provide effective 1st & 2nd line remote/telephone support for the users of all IT services and carry out various administrative functions as part of a team that currently operates from 8am until 5pm, working on a shift rota.

The ideal candidate will have experience providing 1st line technical support to end users, hold or be working towards an industry recognised IT qualification and also be familiar with ITIL, Microsoft Active Directory and Office 2016/365 applications.

The successful candidate will be well organised, have an analytical approach to problem solving and will have great communication skills; customer service experience is essential to this role as is an enthusiasm for technical IT work, reliability under pressure and the desire to learn.

Staff can look to work flexibly from home and within the office after training has been completed.

Main duties of the job

- To be the first point of contact for users experiencing difficulties with IT systems and services.

- To be responsible for the provision of professional, effective and customer-focused first line IT support to Southern Health computer users by telephone and email.

- Adhere to strict protocols and procedures in supporting staff and ensure that correct escalation channels are followed. Support staff are required to promote the correct use of IT resources within the organisation and provide training and user assurance.

- To be able to communicate with users who may be experiencing failures, resolving problems as quickly as possible and reassuring end users, good interpersonal skills are essential.

About us

Southern Health is one of the largest NHS Foundation Trusts in the UK, specialising in mental health and learning disabilities, as well as offering physical health community-based services.

As a Trust, our footprint spans more than 200 sites across Hampshire, wholeheartedly committed to providing the best possible healthcare, reaching a range of diverse communities.

- We function as a unified team, placing patients and staff at the forefront of all our endeavours.

- Our 7,000+ workforce is skilled and diverse, with a deep commitment to ongoing staff development. We offer customised training, leadership pathways, and a plethora of career opportunities.

- We respect and listen to your thoughts, ideas, and concerns via well-established network of staff groups to increase awareness and appreciation of equality, diversity, and inclusion.

Building on all this, we are currently working closely with other local NHS Trusts to integrate all our collective community, mental health, and learning disability services across Hampshire and Isle of Wight. Our new organisation is set to launch in April 2024 and will incorporate Southern Health, Solent, Isle of Wight and Sussex Partnership Trusts.

While the new Trust will be substantially bigger, it will continue to cater to the unique needs of different communities, streamlining services and making healthcare across the county more accessible.

Join us as we embark on this exciting journey to shape the future of healthcare in Hampshire.

Employer details

Employer name

Southern Health NHS Foundation Trust

Address

Moorgreen Hospital

Botley Road, West End

Southampton

Hampshire

SO30 3JB

Employer's website

https://www.southernhealth.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

Southern Health NHS Foundation Trust

Address

Moorgreen Hospital

Botley Road, West End

Southampton

Hampshire

SO30 3JB

Employer's website

https://www.southernhealth.nhs.uk/ (Opens in a new tab)

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