Job summary
A great opportunity to be part of the Service Desk team within the Digital Technology Services team, supporting 5,500 users deployed over more than 100 sites across Birmingham. You will be part of the Service Desk team, who currently deal with around 4500 calls per month; you will be providing telephone support and advice to BCHC users to resolve IT queries / issues. This support encompasses both administration systems (Microsoft Office products and e-mail) and technical software (Windows Operating systems).
Main duties of the job
The postholder will be part of a Team responsible for the delivery of efficient technical support to BCHC users within the Trust. This will primarily include operating and maintaining the central DTS Helpdesk, and providing on-site support where required. The postholder will be required to promote DTS and to support improvements in patient care
About us
Be Part of Our Team...
BCHC has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehab Centre and one of Europe's leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.
If you want to 'Be Part of Our Team' and work with a Foundation Trust which is continuously striving for best care and healthy communities, we want to hear from you.
Job description
Job responsibilities
- Provision of telephone / email support and advice to IT users to resolve queries / issues. This support encompasses both administration systems (Microsoft Office products and e- mail) and technical software (operatingsystems).
- Provision of support to corporate systems and those maintained on behalf of the Trust. Systems support will include database applications and web-basedsystems.
- Responsible for timely logging and updates of reported faults to the central DTS Helpdesk system, scheduling engineer resources if required and maintenance of any associated manualrecords.
- Ensure that the agreed escalation trigger points are monitored and adhered to in relation to DTS Helpdesk services.
- Responsible for maintenance and updating of inventory and staff information on the central DTS Helpdesk system.
- Provision of on-site IT support and completion of associated documentation to resolve faults when required
- Maintain up-to-date and comprehensive procedure notes for all functions associated with the Helpdesk and IT support and assist in streamlining processes whererequired.
- Liaise with external IT system suppliers where required to assist with faultresolution.
- Assist with the creation & management of network user accounts/emails when required.
- Assist with analysis and reporting of activities of the DTS Helpdesk to provide information to support Service Level Agreements(SLAs).
- Assist in the training of staff with regard to all hardware and software issues monitored by the DTS Helpdesk.
- Assist with the development of the Trusts IT infrastructure including the installation of standard computer equipment configuration, security marking and distribution of equipment.
- Assist with the monitoring of the Trusts DTS security policy and procedures.
- Be a source of information and guidance on DTS and data security policies and keep up- to-date with current DTS developments, community-wide policies and national strategies.
- Develop skills for self through training/development opportunities and the staff appraisal system.
Job description
Job responsibilities
- Provision of telephone / email support and advice to IT users to resolve queries / issues. This support encompasses both administration systems (Microsoft Office products and e- mail) and technical software (operatingsystems).
- Provision of support to corporate systems and those maintained on behalf of the Trust. Systems support will include database applications and web-basedsystems.
- Responsible for timely logging and updates of reported faults to the central DTS Helpdesk system, scheduling engineer resources if required and maintenance of any associated manualrecords.
- Ensure that the agreed escalation trigger points are monitored and adhered to in relation to DTS Helpdesk services.
- Responsible for maintenance and updating of inventory and staff information on the central DTS Helpdesk system.
- Provision of on-site IT support and completion of associated documentation to resolve faults when required
- Maintain up-to-date and comprehensive procedure notes for all functions associated with the Helpdesk and IT support and assist in streamlining processes whererequired.
- Liaise with external IT system suppliers where required to assist with faultresolution.
- Assist with the creation & management of network user accounts/emails when required.
- Assist with analysis and reporting of activities of the DTS Helpdesk to provide information to support Service Level Agreements(SLAs).
- Assist in the training of staff with regard to all hardware and software issues monitored by the DTS Helpdesk.
- Assist with the development of the Trusts IT infrastructure including the installation of standard computer equipment configuration, security marking and distribution of equipment.
- Assist with the monitoring of the Trusts DTS security policy and procedures.
- Be a source of information and guidance on DTS and data security policies and keep up- to-date with current DTS developments, community-wide policies and national strategies.
- Develop skills for self through training/development opportunities and the staff appraisal system.
Person Specification
Experience
Essential
Desirable
- Excellent Communication Skills
Technical
Essential
- Qualification & Training
- IT Experience
- IT Skill & Knowledge
- IT Helpdesk Experience
Desirable
- Personal Qualities
- Other Job Requirements
Qualifications
Essential
- Educated to O Level/GCSE standard with good grades in Maths and English.
Desirable
- Evidence of training attendance in relation to Microsoft Applications.
Person Specification
Experience
Essential
Desirable
- Excellent Communication Skills
Technical
Essential
- Qualification & Training
- IT Experience
- IT Skill & Knowledge
- IT Helpdesk Experience
Desirable
- Personal Qualities
- Other Job Requirements
Qualifications
Essential
- Educated to O Level/GCSE standard with good grades in Maths and English.
Desirable
- Evidence of training attendance in relation to Microsoft Applications.
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).
