Job summary
To answer incoming calls in a professional, courteous and timely manner
Tolog all reported incidents or requests using the in-house call management software, ensuring best practice information gathering is completed and the record updated.
To attempt first time fix on any reported incidents, ensuring that details of all attempted fixes and their results, are recorded in the Digital Service Desk Management System.
To provide advice and support to Customers in regards to Trust systems and devices via face to face, telephone and electronic communication.
To escalate and allocate support records to the relevant support teams with the appropriate level of information to assist with onwards resolution.
To log support calls and co-ordinate incidents and service requests, with colleagues and where required with third parties.
To follow and promote Service Desk processes including the incident management and service request procedures.
To proactively maintain regular communication with Customers who have logged records, keeping them informed of progress and informing them when jobs have been assigned to other support functions.
Main duties of the job
To provide and assist with 1st/2nd line user support following direction.
To be a member of the ICT Service Desk team promoting excellent customer service and recording and solving incidents at the first point of contact.
To contribute to an efficient and effective ICT Technical and systems support/operational development service, which maximises the availability and reliability of the corporate and departmental systems/ICT equipment to end-users
To assist with the installation and configuration of new PCs and to deploy these to staff, following set procedures and processes.
To ensure that the ICT equipment deployed is correctly logged and recorded on an asset database.
To support the ICT Technical Support Engineers/Technicians.
About us
At SHSC, we prioritise the well-being and safety of both our service users and employees. It is our policy and a condition of employment that all employees must join the DBS Update Service. This service carries an annual fee, which employees are responsible for paying up front. However, employees may claim this cost back through the Trust's Employee Expenses Reimbursement Policy. For those requiring a Basic DBS check, it is necessary to register for a DBS Online Account.
Job description
Job responsibilities
The provision of 1st line IT support to Trust users either in person, by telephone or via remote control, covering the full range of end user software and hardware running on the Trust network.
Logging, processing, diagnosing, and investigating software and hardware faults, providing advice and guidance to Customers.
Escalating issues which cant be fixed to more senior support staff and/or IT Management.
The IT Service Desk opens Monday to Thursday 8.30 17.00 and Friday 8.30 16.30 as such, any member of the Service Desk Team may be required to work fixed hours to support the operational needs of the department and therefore the wider Trust.
To create and maintain network user accounts (including email) using Microsoft Active Directory, including maintaining the database supporting this system. This includes appropriately granting and removing permissions relating to file folder, mailbox and data access.
To promote good IT practices by means of telephone advice and promoting knowledge articles.
To effectively manage and prioritise own workload, ensuring Customer expectations are managed.
To install new hardware peripherals to best practice configurations utilising predefined procedures.
To upgrade and repair existing hardware peripherals, working with colleagues to replace/repair equipment in a cost-effective manner.
To upgrade, repair and install Trust approved, applications and other software packages remotely.
To apply generic technical problem-solving skills to investigate incidents and problems, analysing data and documenting this to support corrective action.
To be able to work with other members of the IT Team to efficiently resolve incidents and/or to implement change.
Job description
Job responsibilities
The provision of 1st line IT support to Trust users either in person, by telephone or via remote control, covering the full range of end user software and hardware running on the Trust network.
Logging, processing, diagnosing, and investigating software and hardware faults, providing advice and guidance to Customers.
Escalating issues which cant be fixed to more senior support staff and/or IT Management.
The IT Service Desk opens Monday to Thursday 8.30 17.00 and Friday 8.30 16.30 as such, any member of the Service Desk Team may be required to work fixed hours to support the operational needs of the department and therefore the wider Trust.
To create and maintain network user accounts (including email) using Microsoft Active Directory, including maintaining the database supporting this system. This includes appropriately granting and removing permissions relating to file folder, mailbox and data access.
To promote good IT practices by means of telephone advice and promoting knowledge articles.
To effectively manage and prioritise own workload, ensuring Customer expectations are managed.
To install new hardware peripherals to best practice configurations utilising predefined procedures.
To upgrade and repair existing hardware peripherals, working with colleagues to replace/repair equipment in a cost-effective manner.
To upgrade, repair and install Trust approved, applications and other software packages remotely.
To apply generic technical problem-solving skills to investigate incidents and problems, analysing data and documenting this to support corrective action.
To be able to work with other members of the IT Team to efficiently resolve incidents and/or to implement change.
Person Specification
Qualifications
Essential
Desirable
Knowledge
Essential
- Knowledge of PC components and hardware peripherals including the ability to upgrade, repair and implement new peripherals.
- Excellent communication and customer service skills
- Excellent interpersonal skills and telephone manner
- Excellent problem solving and analytical skills.
- Ability to learn to use new computer applications
Desirable
- Previous experience of working in an ITIL environment
Experience
Essential
- Previous experience of working in a Service Desk/Customer Service area.
- Experience of dealing with customers over the telephone and face to face
- Experience of working in a team environment
Desirable
- NHS Experience (including working with NHS systems).
Person Specification
Qualifications
Essential
Desirable
Knowledge
Essential
- Knowledge of PC components and hardware peripherals including the ability to upgrade, repair and implement new peripherals.
- Excellent communication and customer service skills
- Excellent interpersonal skills and telephone manner
- Excellent problem solving and analytical skills.
- Ability to learn to use new computer applications
Desirable
- Previous experience of working in an ITIL environment
Experience
Essential
- Previous experience of working in a Service Desk/Customer Service area.
- Experience of dealing with customers over the telephone and face to face
- Experience of working in a team environment
Desirable
- NHS Experience (including working with NHS systems).
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).
