Job summary
Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust - Responsible for delivering a compassionate, dignified and respectful service to patients at all times.
To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible.
Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.
Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions. Providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff.
Support the IT Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.
Main duties of the job
- To record all incidents and service requests in order to provide good data for Incident and Problem Management
- To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
- Using initiative to resolve incidents, seeking advice as required in line with departmental policies and procedures
- To identify, record and report against non-trust items against which internal customers request service
- To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
- To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.
- To maintain relationships with interfacing business functions and other IT functions
- To implement escalation procedures as appropriate
- To achieve maximum personal KPI's
- To assist the team in achieving the targets set for the department (SLA's)
- Participate in the out-of-hours on-call rota
- Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous
- Business awareness; display a working understanding of the trust and an appreciation of the business applications
- Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task
- Personal attributes; punctual, tenacious, persevering, use initiative
About us
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
- Season Ticket Loans
- NHS discounts for staff
- Excellent Training facilities and opportunities
- Buying and Selling annual leave scheme
- The opportunity to work bank shifts and expand knowledge and experience in other areas
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
Job description
Job responsibilities
Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust - Responsible for delivering a compassionate, dignified and respectful service to patients at all times.
To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible.
Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.
Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions. Providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff.
Support the IT Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.
KEY RESPONSIBILITIES
- To record all incidents and service requests in order to provide good data for Incident and Problem Management
- To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
- Using initiative to resolve incidents, seeking advice as required in line with departmental policies and procedures
- To identify, record and report against non-trust items against which internal customers request service
- To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
- To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.
- To maintain relationships with interfacing business functions and other IT functions
- To implement escalation procedures as appropriate
- To achieve maximum personal KPIs
- To assist the team in achieving the targets set for the department (SLAs)
- Participate in the out-of-hours on-call rota
- Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous
- Business awareness; display a working understanding of the trust and an appreciation of the business applications
- Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task
- Personal attributes; punctual, tenacious, persevering, use initiative
- Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests
TECHNICAL SKILLS
- Ability to use internal systems in relation to the role
- Knowledge of Automatic Call Distributor ACD telephone system
- Active Directory management/administration/maintenance
- Richmond IT Service Management System knowledge/experience
- ITIL awareness
- Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st and 2nd line user queries/resolutions
- Basic Cisco awareness to allow diagnosis through circuit IDs
- Experience of remote fixes, via Remote Desktop Viewer, RDP or other terminal services
- Anti-virus/backup/window update checks/reporting
Job description
Job responsibilities
Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust - Responsible for delivering a compassionate, dignified and respectful service to patients at all times.
To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible.
Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.
Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions. Providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff.
Support the IT Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.
KEY RESPONSIBILITIES
- To record all incidents and service requests in order to provide good data for Incident and Problem Management
- To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
- Using initiative to resolve incidents, seeking advice as required in line with departmental policies and procedures
- To identify, record and report against non-trust items against which internal customers request service
- To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
- To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.
- To maintain relationships with interfacing business functions and other IT functions
- To implement escalation procedures as appropriate
- To achieve maximum personal KPIs
- To assist the team in achieving the targets set for the department (SLAs)
- Participate in the out-of-hours on-call rota
- Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous
- Business awareness; display a working understanding of the trust and an appreciation of the business applications
- Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task
- Personal attributes; punctual, tenacious, persevering, use initiative
- Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests
TECHNICAL SKILLS
- Ability to use internal systems in relation to the role
- Knowledge of Automatic Call Distributor ACD telephone system
- Active Directory management/administration/maintenance
- Richmond IT Service Management System knowledge/experience
- ITIL awareness
- Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st and 2nd line user queries/resolutions
- Basic Cisco awareness to allow diagnosis through circuit IDs
- Experience of remote fixes, via Remote Desktop Viewer, RDP or other terminal services
- Anti-virus/backup/window update checks/reporting
Person Specification
Customer Service
Essential
- Must Demonstrate good customer service skills
Service Desk Experience
Essential
Desirable
Driving Licence
Essential
Qualifications
Essential
Desirable
Skills
Essential
Desirable
Person Specification
Customer Service
Essential
- Must Demonstrate good customer service skills
Service Desk Experience
Essential
Desirable
Driving Licence
Essential
Qualifications
Essential
Desirable
Skills
Essential
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Essex Partnership University NHS Foundation Trust
Address
Thameside House/Clough Road
Thurrock/Colchester
RM16 2PX
Employer's website
https://eput.nhs.uk/ (Opens in a new tab)
