Job summary
Team members must possess excellent communication skills and understand the importance of providing outstanding customer service with the ability to communicate effectively with a broad spectrum customer base. In accordance with ITIL best practice for Request and Incident Management, investigate research and resolve the end user's requests/incidents in a responsive manner. This may be achieved by physical site visit or remotely by accessing the user's device.
Required to have high levels of concentration, often for long periods and work efficiently and professionally under pressure and unsupervised. The role requires strong organisational skills with the ability to multi-task prioritise, work unsupervised and make decisions while balancing the pressures of incoming and on-going customer contacts. Team members are expected to have the aptitude to understand, work and support hardware and software on various platforms/configurations together with providing solutions to enhance customer experience e.g. contributing to knowledge bases on various platforms and provide training and guidance to customers on the use of IT, Software, Hardware and IT/Information Governance Policies.
The post holder will need to able to travel between sites
The role covers the hours of 07h30 - 18h00
Previous applicants need not apply.
Main duties of the job
- Manage incidents/requests agreed SLA/OLA and maximum efficiency
- Accurately diagnose and resolve technical hardware and software issues
- Direct or escalate requests, incidents or problems as required, with accurate and triaged information
- Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process
- Research questions as necessary using available information resources for inclusion into the knowledge base
- Communicate and advise users on appropriate steps to resolve issues
- Accurately log all support/service interactions through ITSM tool and processes
- Respond promptly to requests for support/service in person, via inbound communication channels
- Participate in regular team meetings
- Attend and contribute to regular appraisal and personal development meetings
- Undertake statutory and job specific training
About us
NHS Hertfordshire and West Essex Integrated Care Board (ICB) is the local NHS organisation that plans and oversees how NHS money is spent and makes sure health services work well and are of high quality.
The ICB's role is to join up health and care services, improve health and wellbeing and reduce health inequalities for the 1.5 million people who live in Hertfordshire and West Essex.
It's an exciting time for us and we're looking for people who enjoy working in a fast-paced, vibrant environment that can help us achieve our aim. In return you will work within a team which is encouraged to share ideas and knowledge and be supported to take advantage of the wealth of opportunities available to develop and learn to advance your career.
So if you share our passion for people and want to make a positive change to their health and health services then we want to hear from you
Job description
Job responsibilities
- Finding, diagnosing and rectifying hardware faults, including liaising with suppliers if necessary
- This will require the use of software updates and patches, management consoles for encryption and anti-virus, and multi team liaison
- Ability to analyse data and determine trends or potential problems and anomalies (e.g. IT Service Management tool, call rates, end of shift feedback, regularly consulted as to trends)
- Create and provide solutions to end users based on incoming data from technical and nontechnical sources
- Undertakes initial assessments and triage covering a variety and often complex range of IT issues across a broad spectrum of software, hardware and administration using high level of broad based generalist knowledge and experience
- Identifying, working with and escalating incidents and service requests to relevant other support teams based on incoming data from technical and non-technical sources
- Proactively identifies and resolves data quality issues within IT Service Management tool
- Provide advice to end-users and colleagues on the specifications of new hardware and software
- Provide basic user training on peripheral devices for connecting remotely to the Organisational Network
- Remote Desktop and Terminal services
- Installation and configuration of new PCs, peripherals and printers
- Installation and configuration of end user devices operating systems, as well as Microsoft Office suite, applications and utilities
Job description
Job responsibilities
- Finding, diagnosing and rectifying hardware faults, including liaising with suppliers if necessary
- This will require the use of software updates and patches, management consoles for encryption and anti-virus, and multi team liaison
- Ability to analyse data and determine trends or potential problems and anomalies (e.g. IT Service Management tool, call rates, end of shift feedback, regularly consulted as to trends)
- Create and provide solutions to end users based on incoming data from technical and nontechnical sources
- Undertakes initial assessments and triage covering a variety and often complex range of IT issues across a broad spectrum of software, hardware and administration using high level of broad based generalist knowledge and experience
- Identifying, working with and escalating incidents and service requests to relevant other support teams based on incoming data from technical and non-technical sources
- Proactively identifies and resolves data quality issues within IT Service Management tool
- Provide advice to end-users and colleagues on the specifications of new hardware and software
- Provide basic user training on peripheral devices for connecting remotely to the Organisational Network
- Remote Desktop and Terminal services
- Installation and configuration of new PCs, peripherals and printers
- Installation and configuration of end user devices operating systems, as well as Microsoft Office suite, applications and utilities
Person Specification
Knowledge
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Knowledge of administrative procedures, project management or information analysis
Communication
Essential
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills
Desirable
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
Analytical
Essential
- Problem solving skills and ability to respond to sudden unexpected demands
Desirable
- Excellent time management skills with the ability to re-prioritise
Person Specification
Knowledge
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Knowledge of administrative procedures, project management or information analysis
Communication
Essential
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills
Desirable
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
Analytical
Essential
- Problem solving skills and ability to respond to sudden unexpected demands
Desirable
- Excellent time management skills with the ability to re-prioritise
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.
