Crynodeb o'r swydd
Teitl cyflogwr
IT Service Desk Technical Support Assistant
Band 3
Trosolwg o'r swydd
An opportunity has arisen within the Customer & Technical Support Team for the post of Technical Support Assistant working with the Service Desk from August 2023.
This is a Fixed Term Roles and we are looking for ideally with someone with at least 6 months experience working on the Service Desk.
You will be working on the service desk based at Duncan Macmillan House providing first-line support to the Trust’s computer users.
Prif ddyletswyddau'r swydd
The role involves the following activities:
- Logging, monitoring and escalating of incidents & service requests through to resolution; using technical knowledge, skills and experience based on ITIL v3 best practice.
- Maintaining Incident and Service Requests, logging, monitoring and diagnosing ICT issues for all Trust systems.
- Resolving basic incidents and service requests at first point of contact;
- Escalating calls, when required, to second and third line support as appropriate
A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.
Gweithio i'n sefydliad
#TeamNottsHC comprises over 11,000 dedicated colleagues who #MakeADifference every day. We deliver intellectual disability, mental health, community health, forensic, and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire, and South Yorkshire. Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.
We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.
We offer a variety of employee-led staff networks, including Equality, Diversity, and Inclusion (EDI) groups, the Green Champions network, the Freedom to Speak Up network, the Health and Wellbeing Champions network, and the Menopause Champions network. These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.
The health and wellbeing of our colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.
The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
The Technical Support Assistant on the Service Desk is the face of ICT to our 10,000 customers within Nottinghamshire Healthcare NHS Foundation Trust.
This can be a challenging role, which requires excellent Customer Service skills, the ability to analyse, troubleshoot and communicate with our customers who have varying levels ot ICT knowledge and skills.
The Service Desk is part of a newly formed Customer & Technical Support Team, providing 1st and 2nd line support for our Customers, in which we intend to provide long term training and development opportunities for everyone within the Team.
This job requirements are providing support to all Trust staff; logging, monitoring and escalating calls, as required, through to resolution; using technical knowledge and skills.
Provide first line technical support and guidance utilising second and third line resources where appropriate and necessary for all mobile and fixed ICT equipment and systems.
Advise staff on Software and hardware updates, including when items are Beyond Economical Repair and need replacing, acting under guidance from senior support staff.
Manage own efficiency and the variable workflow of the service desk, with the ability to work under own cognisance with occasional supervision.
Deliver technical support to Trust staff in accessing a wide range of Clinical and non-clinical software including home working and off site support.
Have access to monitor core infrastructure components to support critical Trust services and systems (Server systems, network Infrastructure, software and national applications).
Utilise a wide range of multidisciplinary skills, experience and internal training to aid working collaboratively with the all other Digital Services Teams and Health Informatics Service Departments; providing the highest level of flexible support to all Trust staff.
Compliance to Trust standards, corporate Policies and Procedures, local Policies and Procedures.
To assist in the administrational support duties of Digital Services for allocating hardware and system access.
Please note that this post does not meet the pay level required for a Skilled worker visa.
Successful applicants with no prior NHS experience would normally be placed at the bottom of the band in line with Agenda for Change. This salary is below the minimum salary required for sponsorship for a Skilled Worker / Health & Care visa. In these circumstances the Trust would not, therefore, be able to sponsor for a Skilled Worker / Health & Care visa.
Applicants requiring a Skilled Worker Visa can determine the likelihood of obtaining a Certificate of Sponsorship against the relevant criteria here https://www.gov.uk/skilled-worker-visa
Manyleb y person
Qualifications
Meini prawf hanfodol
- 5 GCSEs A-C or equivalent including English & Maths
Meini prawf dymunol
- Degree in related subject, 3 A Levels at grade A-E or equivalent
- COMPTIA A+ or equivalent
- ECDL or CLAIT II
- ITIL Foundation
Work Experience
Meini prawf hanfodol
- Previous experience of working within a service / help desk environment
Meini prawf dymunol
- Experience in a technical support role
- Experience in an NHS support environment
- Previous experience of working in a Customer Services environment
Aptitudes / Skills
Meini prawf hanfodol
- Analytical skills and ability to work logically, methodically, and accurately to agreed standards
- Ability and eagerness to meet new objectives and learn new skills
- Ability to communicate effectively and build personal relationships with end users.
- Maintain ICT documentation and records using an ITSM Tool
- Knowledge of Windows O/S & MS Office applications
- Knowledge of PCs and peripheral hardware
- Customer focused
Meini prawf dymunol
- Knowledge of Clinical systems
- Knowledge of MFD Printers
- Basic understanding of networking principles
- Knowledge of TPP SystmOne
Trust Values and Behaviours
Meini prawf hanfodol
- All colleagues are expected to demonstrate at interview that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values: Trust Honesty Respect Compassion Teamwork
- All colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust’s expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- John Barratt
- Teitl y swydd
- IT Service Desk Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01159691300
- Gwybodaeth i gefnogi eich cais
0115 969 1300 (Ext: 14389)
Rhestr swyddi gyda Nottinghamshire Healthcare NHS Foundation Trust yn Gwasanaethau gweinyddol neu bob sector