Job summary
Due to the promotion of the current post holder, an exciting opportunity has arisen within the IT Service Desk that supports Trust staff in everyday support issues.
This post is crucial in supporting staff with FAQ's, common difficulties, and time-sensitive queries. This role aims to solve problems at the first point of contact so that Trust staff can continue with their day as soon as possible.
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.
All calls are to be logged on the Trusts Sunrise Help Desk system and assigned to the correct support team. There will also be a responsibility for processing user set up and password requests including the audit and processing of leavers and associated tasks.
Main duties of the job
You will need to provide good customer support to all users and to communicate with people at all levels both in writing and on the phone.
An example of the Operative Rota is below, however times may vary between the hours of 8am - 8pm - dependent on service needs.
Week 1 :
Monday - Thursday 9am - 5pm
Saturday & Sunday 9am - 5pm.
Week 2 :
Tuesday - Friday 8am - 4pm.
Week 3:
Monday - Friday 8am - 4pm.
Week 4:
Monday - Friday 12pm - 8pm.
In addition to the advertised pay, this post will attract enhancement payments for the weekend working, in line with agenda for change terms and conditions.
About us
Mid Cheshire Hospitals NHS Foundation Trust (MCHFT) provides good quality, safe and effective healthcare to the people of Cheshire and beyond.
The Trust, which manages Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford, was established as an NHS Trust in April 1991 and became a Foundation Trust in April 2008.
We employ almost 5,000 members of staff, provide around 540 hospital beds, with a range of services including accident and emergency, maternity, outpatients, therapies, and children's health.
The Trust is also part of Central Cheshire Integrated Care Partnership (CCICP), a unique local health partnership that provides a range of community services for people across South Cheshire and Vale Royal.
During the Coronavirus pandemic, the Trust was recognised nationally for its Be Safe Be EquiPPEd campaign, which aimed to make the Trust as safe as possible for staff and patients, through supporting the correct use of PPE.
The results in the 2020 national NHS Staff Survey showed improvements in all elements of the safety culture theme, with 92% of respondents feeling their role made a difference to our patients. We were also recognised nationally for our workforce health and wellbeing initiatives.
At Mid Cheshire, we value our staff and appreciate that in order to give our patients the best quality, compassionate care, we also need to look after our colleagues.
Job description
Job responsibilities
Work as part of a team to resolve IT user issues. Ensure the helpdesk system and content are up-to-date. Investigate and resolve issues for users and systems including:Desktops, Printers, Laptops & Networking Maintain Active Directory, to ensure user information is optimal and secure. Participate and manage office moves to facilitate a seamless transition. Log and resolve any 1st time fixes such as password resets, account lockouts and general advice. Escalate difficult or high impact problems, ensuring regular updates are communicated to staff. Adhere to and contribute to IT Policies and procedures. Support with asset tracking to ensure they are up to date. Creating and maintaining documentations such as installation guides and FAQs. Facilitate teamwork by documentation management and sharing of work practices.
Job description
Job responsibilities
Work as part of a team to resolve IT user issues. Ensure the helpdesk system and content are up-to-date. Investigate and resolve issues for users and systems including:Desktops, Printers, Laptops & Networking Maintain Active Directory, to ensure user information is optimal and secure. Participate and manage office moves to facilitate a seamless transition. Log and resolve any 1st time fixes such as password resets, account lockouts and general advice. Escalate difficult or high impact problems, ensuring regular updates are communicated to staff. Adhere to and contribute to IT Policies and procedures. Support with asset tracking to ensure they are up to date. Creating and maintaining documentations such as installation guides and FAQs. Facilitate teamwork by documentation management and sharing of work practices.
Person Specification
Knowledge
Essential
Practical skills
Essential
- Effective customer service skills
Skills
Essential
- Computer skills, especially Microsoft Office applications
- Good level of education e.g. NVQ/GCSE in a computer related subject
- Importance of equality, diversity and rights
- Demonstrate verbal and written communication skills
- Effective customer service skills
- Ability to use a wide variety of IT systems
- Ability to learn and adapt quickly
Desirable
- ECDL
- Knowledge of ITIL processes
- Ability to communicate effectively and professionally with all levels of staff within the Trust
Person Specification
Knowledge
Essential
Practical skills
Essential
- Effective customer service skills
Skills
Essential
- Computer skills, especially Microsoft Office applications
- Good level of education e.g. NVQ/GCSE in a computer related subject
- Importance of equality, diversity and rights
- Demonstrate verbal and written communication skills
- Effective customer service skills
- Ability to use a wide variety of IT systems
- Ability to learn and adapt quickly
Desirable
- ECDL
- Knowledge of ITIL processes
- Ability to communicate effectively and professionally with all levels of staff within the Trust
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).
