Job summary
An opportunity has arisen for a highly motivated individual to join the ICT Service Desk as an ICT Service Desk Technician. The team provides 1st/2nd line support as our first point of contact to circa 9000 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 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.
This vacancy will follow the Trusts 3 month probationary employment policy.
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.
Job description
Job responsibilities
Accurately document all support calls and emails, gathering as much information as quickly as possible to correctly diagnose faults. 'Own' the calls following them through reporting to closure ensuring that service level agreements are met.
Provide advice, assurance, training and support to users in both standard desktop software and clinical systems.
Follow escalation channels ensuring that the correct route to resolve the call is followed. If calls are passed to third party resolver groups, the post holder is required to monitor the call with the third party and ensure its correct and timely resolution.
Keep the user informed of developments throughout the calls lifecycle, the Service Desk is the communication channel between the users and IT services.
Inform users of policies and procedure in use at both local and national levels, support all new initiatives and projects, providing information and assurance to end users.
Provide and receive technical information where communications barriers exist, IT users may not have had IT training or experience and the post holder requires an ability to convey complex information in easily understandable plain English.
Provide assurance to end users in area of expertise and knowledge. Professional communication and interpersonal skills both face to face and over the telephone are essential.
Good knowledge of computer systems and services currently in use with Southern Health, and knowledge of key users and support groups for further direction and guidance to enable supporting end users. The post holder will have completed or working towards completion of a recognised IT qualification e.g. Comptia A+ or has equivalent knowledge in previous roles. The post holder will have worked in previous roles delivering high levels of customer service both over the phone and face to face.
Using the information provided by the users the post holder will use their knowledge and judgement to decide the best course of action for supporting the user. Information provided by the users may be sketchy and incomplete, by analysing the information provided a decision has to be made on the correct resolver group for the call or whether the Service Desk Analyst can resolve the call over the phone.
Plan tasks to fit with the call demands on the Service Desk and will need to manage their time to chase up calls with resolver groups and third parties and not impact on availability. Account creation, training and reporting needs to be performed in off peak times. The role requires the organisation of all available data and resources to meet requirements, In periods of high demand all information available needs to be recorded and organised efficiently.
Use of telephony equipment and computer terminals, an ability to record information in service management tools using keyboard input whilst still maintaining communication with the end user over the telephone.
Accurately records all communication from end users and provides information as necessary to further support services within the Trust. Maintains all communication channels with the user and escalates calls to senior IT staff as required. Maintains and creates IT system accounts and system rights. Responsible for the correct and safe use of IT systems and services as well as providing user assurance. Incident logging and analysis of call statistics, responsibility for prioritisation and categorisation of incidents/calls according to impact on patient care and severity and to determine when an incident is classed as a major incident or system failure. Undertake other duties as required.
Frequent sitting or standing in restricted positions, the post holder is working in a service desk environment and will be based at a desk on the phone for a long period of time.
In busy periods or high demand due to major system failures prolonged concentration is required and the ability to accurately and concisely record information under pressure. The ability to react to unplanned demand and still provide a professional service is required.
The role holder may be required to be part of the IT on call rota.
Any other duties commensurate with the grading of the post.
Job description
Job responsibilities
Accurately document all support calls and emails, gathering as much information as quickly as possible to correctly diagnose faults. 'Own' the calls following them through reporting to closure ensuring that service level agreements are met.
Provide advice, assurance, training and support to users in both standard desktop software and clinical systems.
Follow escalation channels ensuring that the correct route to resolve the call is followed. If calls are passed to third party resolver groups, the post holder is required to monitor the call with the third party and ensure its correct and timely resolution.
Keep the user informed of developments throughout the calls lifecycle, the Service Desk is the communication channel between the users and IT services.
Inform users of policies and procedure in use at both local and national levels, support all new initiatives and projects, providing information and assurance to end users.
Provide and receive technical information where communications barriers exist, IT users may not have had IT training or experience and the post holder requires an ability to convey complex information in easily understandable plain English.
Provide assurance to end users in area of expertise and knowledge. Professional communication and interpersonal skills both face to face and over the telephone are essential.
Good knowledge of computer systems and services currently in use with Southern Health, and knowledge of key users and support groups for further direction and guidance to enable supporting end users. The post holder will have completed or working towards completion of a recognised IT qualification e.g. Comptia A+ or has equivalent knowledge in previous roles. The post holder will have worked in previous roles delivering high levels of customer service both over the phone and face to face.
Using the information provided by the users the post holder will use their knowledge and judgement to decide the best course of action for supporting the user. Information provided by the users may be sketchy and incomplete, by analysing the information provided a decision has to be made on the correct resolver group for the call or whether the Service Desk Analyst can resolve the call over the phone.
Plan tasks to fit with the call demands on the Service Desk and will need to manage their time to chase up calls with resolver groups and third parties and not impact on availability. Account creation, training and reporting needs to be performed in off peak times. The role requires the organisation of all available data and resources to meet requirements, In periods of high demand all information available needs to be recorded and organised efficiently.
Use of telephony equipment and computer terminals, an ability to record information in service management tools using keyboard input whilst still maintaining communication with the end user over the telephone.
Accurately records all communication from end users and provides information as necessary to further support services within the Trust. Maintains all communication channels with the user and escalates calls to senior IT staff as required. Maintains and creates IT system accounts and system rights. Responsible for the correct and safe use of IT systems and services as well as providing user assurance. Incident logging and analysis of call statistics, responsibility for prioritisation and categorisation of incidents/calls according to impact on patient care and severity and to determine when an incident is classed as a major incident or system failure. Undertake other duties as required.
Frequent sitting or standing in restricted positions, the post holder is working in a service desk environment and will be based at a desk on the phone for a long period of time.
In busy periods or high demand due to major system failures prolonged concentration is required and the ability to accurately and concisely record information under pressure. The ability to react to unplanned demand and still provide a professional service is required.
The role holder may be required to be part of the IT on call rota.
Any other duties commensurate with the grading of the post.
Person Specification
Qualifications
Essential
- Educated to GCSE level, or equivalent qualifications.
Person Specification
Qualifications
Essential
- Educated to GCSE level, or equivalent qualifications.
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.
