Job summary
Provide effective and customer-focused technical, fault resolution to the staff based at Walsall Healthcare Trust, CCG and WHT community staff.
The Support Technician is the first point of contact of the IT Department with a day-to-day responsibility to provide first-class support to users of information technology.
The role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required.
To have ownership of calls through to resolution ensuring individual and departmental targets/KPIs are met.
Provide effective levels of customer service and communicate effectively with all staff at all levels, including Doctors, Practice Managers, Clinical Staff, and administration staffPLEASE NOTE, WE MAY CLOSE THIS VACANCY EARLY IF WE RECEIVE HIGH NUMBERS OF APPLICATIONS.
Main duties of the job
Providing responsive and effective hardware and software support in accordance with department service level agreements.
Ensure that individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently achieved.
Ensure high levels of customer care/satisfaction are achieved.
Ensuring the provision of the service; including Software and Hardware.
Scheduling the installation of equipment for users in accordance with Trust Standards and Service Levels. Ensuring there are relevant requirements such as desk space, power and network point provision.
Providing Line Manager and Team Lead with regular accurate information on the status of calls that have been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.
To aid and provide technical support on a daily basis on the IT Service desk. Answering calls to the service desk, logging them within the service desk call logging system and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.
Providing the users of the service with regular accurate information, ensuring adherence to escalation procedures when dealingwith complaints and dealing with 2nd line technical support staff.
Offering fault diagnosis on all calls reported to the helpdesk achieving an 85% first-line fix target
About us
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space
Job description
Job responsibilities
Provide effective and customer-focused technical, fault resolution to the staff based at Walsall Healthcare Trust, CCG and WHT community staff.
The Support Technician is the first point of contact of the IT Department with a day-to-day responsibility to provide first-class support to users of information technology.
The role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required.
To have ownership of calls through to resolution ensuring individual and departmental targets/KPIs are met.
Provide effective levels of customer service and communicate effectively with all staff at all levels, including Doctors, Practice Managers, Clinical Staff, and administration staff.
Respond and deal with all IT Faults, incidents, and requests that are raised to the team by telephone, email or via the DTS portal (Self Service Portal). Take ownership of calls taken or assigned by a team leader/manager.
To ensure that the systems that the clinical staff are reliant upon, for the provision of good patient care, are operational all of the time, and in the event of any failure resume operation as quickly as possible. This ensures that the care of the patients never suffers as a result of IT equipment or Systems failure.
The job reports to the IT Service desk manager, the post holder will be required to exercise good judgement in all situations. The post holder will also be expected to manage their own workload and take responsibility for the consequences of any action that may be taken
Job description
Job responsibilities
Provide effective and customer-focused technical, fault resolution to the staff based at Walsall Healthcare Trust, CCG and WHT community staff.
The Support Technician is the first point of contact of the IT Department with a day-to-day responsibility to provide first-class support to users of information technology.
The role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required.
To have ownership of calls through to resolution ensuring individual and departmental targets/KPIs are met.
Provide effective levels of customer service and communicate effectively with all staff at all levels, including Doctors, Practice Managers, Clinical Staff, and administration staff.
Respond and deal with all IT Faults, incidents, and requests that are raised to the team by telephone, email or via the DTS portal (Self Service Portal). Take ownership of calls taken or assigned by a team leader/manager.
To ensure that the systems that the clinical staff are reliant upon, for the provision of good patient care, are operational all of the time, and in the event of any failure resume operation as quickly as possible. This ensures that the care of the patients never suffers as a result of IT equipment or Systems failure.
The job reports to the IT Service desk manager, the post holder will be required to exercise good judgement in all situations. The post holder will also be expected to manage their own workload and take responsibility for the consequences of any action that may be taken
Person Specification
Qualifications
Essential
- IT Qualification (diploma or equivalent) in an IT based subject or relevant experience working within a Service Desk environment.
Knowledge and Experience
Essential
- Must have IT experience with relevant experience working within a Service Desk environment.
- Experience of ITIL and its principles, Service Delivery methodology.
- Excellent knowledge of Operating Systems, Hardware and office applications.
- Knowledge of software products and platforms used in a NHS environment.
- Experience working in a busy Service Desk environment.
- Experience in resolving technical and complex faults.
- Knowledge of Microsoft Applications, such as Active Directory.
- Knowledge of Office 365.
Desirable
- Experience in support printer installations and fault finding.
- Experience in hardware fault finding and trouble shooting.
Key Competencies
Essential
- Knowledge of Microsoft products and their use.
- Working knowledge of Active Directory
Desirable
- Knowledge of Hospital Systems, such as Careflow PAS, EMIS, Vitals, PACS, CRIS
- Knowledge of ITSM tools and their usage
Skills and Aptitude
Essential
- Ability to work under pressure, maintaining a calm manner.
- Demonstrate effective working skills.
- Ability to work as part of a busy team.
- Demonstrate effective communication skills, verbally and written.
- Ability to liaise with a diverse range of individuals with differing levels of technical understanding.
- Demonstrate effective organisational skills
- Demonstrate ability to work on own initiative
- Demonstrate knowledge of data protection
- Demonstrate effective telephone techniques
Person Specification
Qualifications
Essential
- IT Qualification (diploma or equivalent) in an IT based subject or relevant experience working within a Service Desk environment.
Knowledge and Experience
Essential
- Must have IT experience with relevant experience working within a Service Desk environment.
- Experience of ITIL and its principles, Service Delivery methodology.
- Excellent knowledge of Operating Systems, Hardware and office applications.
- Knowledge of software products and platforms used in a NHS environment.
- Experience working in a busy Service Desk environment.
- Experience in resolving technical and complex faults.
- Knowledge of Microsoft Applications, such as Active Directory.
- Knowledge of Office 365.
Desirable
- Experience in support printer installations and fault finding.
- Experience in hardware fault finding and trouble shooting.
Key Competencies
Essential
- Knowledge of Microsoft products and their use.
- Working knowledge of Active Directory
Desirable
- Knowledge of Hospital Systems, such as Careflow PAS, EMIS, Vitals, PACS, CRIS
- Knowledge of ITSM tools and their usage
Skills and Aptitude
Essential
- Ability to work under pressure, maintaining a calm manner.
- Demonstrate effective working skills.
- Ability to work as part of a busy team.
- Demonstrate effective communication skills, verbally and written.
- Ability to liaise with a diverse range of individuals with differing levels of technical understanding.
- Demonstrate effective organisational skills
- Demonstrate ability to work on own initiative
- Demonstrate knowledge of data protection
- Demonstrate effective telephone techniques
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).
