Digital Services Helpdesk Agent 1st Line Support - NHS
Job overview
IM&T service Desk Agent
The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the IM&T Directorates customers / clients.
The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.
The post holder will also participate in an On-Call rota with other members of the team.
Main duties of the job
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.
Offering advice to end users and customers on all areas of IM&T, how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
To work closely with the all IM&T teams on user issues and problem resolution and to provide cover when required.
To ensure effective communication within IM&T teams, the Trust and third parties.
To actively promote and market IM&T, including assisting with quality assurance and customer satisfaction surveys.
Working for our organisation
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. We serve around three million people and we’re highly regarded for our facilities, teaching and research. The Trust has around 1,450 inpatient beds across two sites in Stoke-on-Trent and Stafford.Our 15,000 strong workforce provide emergency treatment, planned operations and medical care from Royal Stoke University Hospital and County Hospital in Stafford.
We are the specialist centre for major trauma for the North Midlands and North Wales. We have put together a wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their potential. Our goal is to be a world-class centre of achievement, where patients receive the highest standards of care and the best people come to learn, work and research.
Investing in the health and wellbeing of our staff is really important to us. We offer a range of options for our staff to help maintain a good work-life balance including full time, part time hours and bank hours. We are also committed to offering flexible working wherever we can and where relevant to the role and the service.You can select your preferences upon application.
Detailed job description and main responsibilities
For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.
Person specification
Education and qualifications
Essential criteria- Educated to GCSE level or equivalent relevant experience
- Relevant IT specialist course
- Obtained or working towards EDCL qualifications
- ITIL qualifications
Experience
Essential criteria- experience working in a busy ICT Service Desk environment
- Problem solving within a mixed computing environment
- Experience of working in a service delivery function
- Influencing the application of IT to working practices
- Experience of IT system administration
- Good communication and the ability to diplomatically deal with users of mixed IT ability.
- Flexible attitude to prioritisation of workload (to support the dynamic nature of the service).
- Multi-tasking ability required to deal with multiple incidents awaiting resolution
- Understanding of ITIL working practices
- Experience of managing small project(s)
- Experience of testing newly developed software and Reporting problems / issues.
- Experience of working in an NHS organisation
- Experience of Customer Relation Management
Skills, Ability & Knowledge
Essential criteria- Ability to work as part of a multi-disciplinary team
- High level of interpersonal skills, including active listening and understanding.
- Excellent written and verbal communication skills
- Broad knowledge of operational technology (OT) products, services and terminology
- Ability to handle confidential information
- Ability to think creatively, applying results of external research and best practice
- Ability to quickly assimilate new technologies / systems
Personal Qualities
Essential criteria- Ability to work flexibly
- Customer Service experience
- All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly.
- References - please ensure you provide email addresses for all referees for the last three years of employment.
- We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
- Flexible working will be considered in line with Trust policies
- New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.
- We work with ‘trac.jobs’ to support out recruitment process. If you have any queries regarding this please read this privacy notice.
University Hospitals of North Midlands NHS Trust (UHNM) has been awarded the Gold Award for proudly supporting those who serve. We actively encourage applications from the Armed Forces community.
We will communicate with you regarding your job application via email. Please be aware that we cannot guarantee the security of any emails sent/received via non encrypted format.
If you would like support completing an application form, please contact the recruitment department on 01782 675533 where one of our trained assistants will be able to help
At UHNM we are fortunate to receive a high volume of applications for many of our roles, on this occasion we would reserve the right to close any advert early, therefore please apply without delay!
If you obtained your qualifications overseas, you will be required to provide an official government translation through ECCTIS (formerly known as NARIC). Please note, this is in addition to any professional registration requirements and not a replacement for your qualifications.
If you are currently in the UK on a visa, you must have at least six months remaining on your visa at the time of application to ensure sufficient time for the recruitment and training process associated with the role. The requirement of at least six months remaining on your visa does not apply to a Skilled Worker Visa, as a new Skilled Worker Visa would be required for a new role.