Manchester University NHS Foundation Trust

Digital Service Desk Technician

Information:

This job is now closed

Job summary

Following a successful go-live last year of our new Trust Wide Electronic Patient Record system we're looking to expand our IT Service Desk with a number of vacancies to join us as a Digital Service Desk Technician. We're looking for talented people, with a passion for providing excellent customer service and a desire to help our trust provide high-quality care. This is a highly rewarding role where you'll Be the first point of contact for all IT-related issues, requests, and queries from our workforce and Support Services. Key duties include:

  • Accurately record and triage IT-related issues, requests, and queries received by telephone, electronically, or in person using the Trust's Service Desk system.
  • Monitor open tickets against agreed SLAs (Service Level Agreements) and chase progress with support teams as appropriate.
  • Manage the user experience and their expectations by keeping them updated on the status of their reported Tickets
  • Carry out basic troubleshooting activities and provide first-time fixes where possible

This is an ideal opportunity for anyone looking to make a first step into an IT career with the opportunity to gain experience and progress to many other roles within MFT IT.

Main duties of the job

  • Accurately record and triage IT-related issues, requests, and queries received by telephone, electronically, or in person using the Trust's Service Desk system.
  • Monitor open tickets against agreed SLAs (Service Level Agreements) and chase progress with support teams as appropriate.
  • Manage the user experience and their expectations by keeping them updated on the status of their reported Tickets
  • Carry out basic troubleshooting activities and provide first-time fixes where possible

About us

MFT is England's largest NHS Trust with a turnover of £2.5bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.

Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.

We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we've launched in September 2022.

We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable.

At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.

Details

Date posted

04 December 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year Per Annun

Contract

Permanent

Working pattern

Full-time

Reference number

349-COR-V5813427

Job locations

Trafford House

Southmoor Road

Wythenshawe

M23 9NR


Job description

Job responsibilities

The MFT Group Informatics service must respond quickly and flexibly to the demands of this new organisation, ensuring that we provide multiple services fit for purpose, whilst evolving our capability and tools to deliver an ambitious transformation change program for the future.

This exciting post will provide an opportunity for you to help develop, support, and drive forwardthe Group Informatics services

The post holder will work as part of the IT Service Desk, providing 1st line support on a wide variety of IT issues. The post holder will be expected to extract the relevant information from the end user to enable them to either resolve the call at the 1st point of contact or furnish the 2nd line support team with the detail they require to resolve the problem.

Main Duties:

  • Accurately record and triage IT-related issues, requests, and queries received by telephone, electronically, or in person using the Trusts Service Desk system.
  • Monitor open tickets against agreed SLAs (Service Level Agreements) and chase progress with support teams as appropriate.
  • Manage the user experience and their expectations by keeping them updated on the status of their reported Tickets
  • Carry out basic troubleshooting activities and provide first-time fixes where possible

To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.

COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.

Diversity Matters

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.

Were looking forward to hearing from you!

Job description

Job responsibilities

The MFT Group Informatics service must respond quickly and flexibly to the demands of this new organisation, ensuring that we provide multiple services fit for purpose, whilst evolving our capability and tools to deliver an ambitious transformation change program for the future.

This exciting post will provide an opportunity for you to help develop, support, and drive forwardthe Group Informatics services

The post holder will work as part of the IT Service Desk, providing 1st line support on a wide variety of IT issues. The post holder will be expected to extract the relevant information from the end user to enable them to either resolve the call at the 1st point of contact or furnish the 2nd line support team with the detail they require to resolve the problem.

Main Duties:

  • Accurately record and triage IT-related issues, requests, and queries received by telephone, electronically, or in person using the Trusts Service Desk system.
  • Monitor open tickets against agreed SLAs (Service Level Agreements) and chase progress with support teams as appropriate.
  • Manage the user experience and their expectations by keeping them updated on the status of their reported Tickets
  • Carry out basic troubleshooting activities and provide first-time fixes where possible

To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.

COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.

Diversity Matters

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.

Were looking forward to hearing from you!

Person Specification

Qualifications

Essential

  • Higher National Certificate / Diploma or equivalent or relevant experience
  • Evidence of Personal Development

Desirable

  • On the job skills
  • IT Skill level
Person Specification

Qualifications

Essential

  • Higher National Certificate / Diploma or equivalent or relevant experience
  • Evidence of Personal Development

Desirable

  • On the job skills
  • IT Skill level

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.

Employer details

Employer name

Manchester University NHS Foundation Trust

Address

Trafford House

Southmoor Road

Wythenshawe

M23 9NR


Employer's website

https://mft.nhs.uk/careers/ (Opens in a new tab)

Employer details

Employer name

Manchester University NHS Foundation Trust

Address

Trafford House

Southmoor Road

Wythenshawe

M23 9NR


Employer's website

https://mft.nhs.uk/careers/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

IT Service Desk Supervisor

Jake Spires

Jake.spires@mft.nhs.uk

01617012020

Details

Date posted

04 December 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year Per Annun

Contract

Permanent

Working pattern

Full-time

Reference number

349-COR-V5813427

Job locations

Trafford House

Southmoor Road

Wythenshawe

M23 9NR


Supporting documents

Privacy notice

Manchester University NHS Foundation Trust's privacy notice (opens in a new tab)