Job summary
- Main area
- IT Service desk
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Home or remote working
- Job ref
- 279-6607755-SEP24
- Employer
- 279 University Hospitals Sussex NHS Foundation Trust
- Employer type
- NHS
- Site
- Royal Sussex County Hospital
- Town
- Brighton
- Salary
- £24,071 - £25,674 per annum
- Salary period
- Yearly
- Closing
- 27/10/2024 23:59
Employer heading
Service Desk Operator
Band 3
About our Trust
At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute Trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.
Our hard-working, talented and dedicated people work together towards a common goal – to always put our Patient First . In fact our mission is summed up by our ‘where better never stops’ motto and you will play a part in driving us forwards and in improving the lives of patients across Sussex.
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
We look forward to receiving your application and the start of your journey with UHSussex.
Job overview
We have an exciting opportunity to be part of our team.
The post holder will form part of the helpdesk team working to provide first line support to customers on all matters relating to IT provision.
The post holder will log all requests for support and either resolve the request directly or assign to other IT support teams as appropriate.
This role is a key customer support role, and the post holder will be required to always maintain a customer focus.
Main duties of the job
- Answer and handle all requests in accordance with UH SUSSEX
- Communicate clearly and positively with all service users in person, via the telephone and via
- Work closely with the other members of the UH SUSSEX Unit, and with other staff to resolve customer requests.
- Employees must adhere to the Trust’s Policy and Procedure for Raising Issues of Concern regarding patient matters, health and safety, corruption, and
- Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions as
Please see JD for full duties
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
We look forward to receiving your application and the start of your journey with UHSussex
Detailed job description and main responsibilities
As above, plus
1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.
2. Provide assistance and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.
3. Prioritise support requests and schedule them to the most appropriate member of senior teams.
4. Accurately log all details for each request on the helpdesk system.
5. Supports other helpdesk team members to resolve requests.
6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.
7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.
8. Generates reports from the helpdesk system as required.
9. Assists management with audits within department by partaking in areas of own remit.
10. To identify areas requiring service improvements where required and comment on policies and protocols as required.
More detail in the JD
Person specification
Education and Experience
Essential criteria
- Good general level of education
- ECDL or equivalent recent computing qualification or relevant customer service-related experience in a technical environment.
- Basic PC maintenance
- Experienced user of Microsoft operating systems and application software
Desirable criteria
- Appreciation of computer networks
Equality, Diversity & Inclusion
Essential criteria
- Evidence of having championed diversity in previous roles (as appropriate to role)
- Evidence of having undertaken own development to improve understanding of equalities issues
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Alex Thompson
- Job title
- Deputy IT Service Desk Manager
- Email address
- [email protected]
- Telephone number
- 01273 696955
- Additional information
Email preferred
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