Job vacancy: IT Service Delivery Support Technician, Arden and GEM Commissioning Support Unit, Essex

Job summary

Main area: IT Support
Grade: NHS AfC: Band 3
Contract: Fixed term: 6 months (Project Support)
Hours: Full time - 37.5 hours per week (9am - 5pm / Monday - Friday)
Job ref: 880-6460267

Employer: Arden and GEM Commissioning Support Unit
Employer type: NHS
Site: Phoenix Place / Basildon
Town: Essex
Salary: £22,816 - £24,336 per annum
Salary period: Yearly
Closing: 28/07/2024 23:59
Interview date: 07/08/2024

IT Service Delivery Support Technician

NHS AfC: Band 3

Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.

Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.

Arden & GEM CSU is committed to supporting the redeployment of our at risk employees. In line with our policy, staff at risk may be given preferential consideration to posts that could be considered suitable alternative employment. We reserve the right to close, delay or remove adverts while this process is completed. We apologise if you experience a delay in the shortlisting stage of the recruitment cycle.

Detailed job description and main responsibilities

To develop an excellent working knowledge of all standard operating procedures required for the role to enable you to effectively support all customers across any of the current or future regions.
To image and prepare hardware for deployment, decommission equipment at end of life, manage local equipment stock levels and, refill lap safes
To take and action calls for Registration Authority, password management, creation of user accounts, system patch updates, NHS mail administration and other routine requests.
To have knowledge of Arden & GEM department internal procedures applicable to the role and appropriate national legislation with respect to Information Systems and Data.
Actively engage and participate in the development and implement new ideas, processes and procedures that may improve the services delivered directly to customers, improve the customer experience and/or improve the wellbeing of staff.
To provide and receive complex information, escalating to more senior colleagues where necessary. Always ensure accuracy and detail of all calls logged and information recorded on systems to ensure the most efficient resolution.
This role will be continually making decisions about technical escalations, reacting to emerging technical situations and dealing with IT issues.
Follow standard operating procedures for the progress of calls and provide appropriate feedback to customers, and Arden GEM technical teams.
To provide Customer Service and technical coverage 24 hours per day 365 days per year on a shift/rota basis.
The role will be responsible for the installation, preparation and safe use and storage of expensive equipment that will be used by customers and colleagues.
Provide training of own role to new staff and train customers on the correct use of IT equipment being deployed.
To undertake audits as necessary to own work .
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.

Person specification

Essential & Desirable

Essential criteria

Excellent working knowledge of Microsoft Windows and Office applications.
Excellent keyboard skills
Excellent communications and interpersonal skills
Good literacy and numeracy skills
Ability to analyse queries & problems
Driving licence and access to a car
Able to work to high standards under stressful & busy conditions to meet deadlines and KPIs
Able to communicate effectively with staff and customers at all levels
Possess a calm & friendly disposition
Able to accept and manage change
Flexible approach to working times & days
Awareness of equality and valuing diversity principles
Understanding of Confidentiality and Data Protection Act
Excellent Analytical Skills & Keen Attention to Detail
Excellent Data Input Skills
Working knowledge of Excel

Desirable criteria

Microsoft ECDL, Advanced CLAIT or Microsoft Office Specialist (MOS)
Industry recognised IT Service Desk qualification (SDI/Sti etc.)
IT Technical qualification (A+ etc.)
Be familiar with service management principles
Experience in an IT service desk Environment
Experience in an NHS IT department
NHS Experience
Experience using the Halo Service Desk service management toolset
Experience with Microsoft Active Directory
IT remote control software
A desire to expand IT knowledge and skills

Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.

All new entrants to the CSU for a permanent position will be subject to a 6 month probationary period. For new entrants appointed on a fixed-term basis, the probationary period is between 1 and 6 months.