Midlands Partnership NHS Foundation TrustThis is an exciting opportunity to join a vibrant and busy NHS IT Service Desk, based in Trentham, Stoke on Trent.
We are proud to be a 3-star Service Desk Institute accredited organisation.
The Service Desk offers a high-quality customer-focused IT service to all staff in our Partner Trusts and NHS organisations.
You must be an enthusiastic person with a flexible attitude, able to work in a team environment or on your own and have excellent customer service experience.
Main duties of the jobStaffordshire and Shropshire Health Informatics Service (S&SHIS) is a shared service hosted by Midlands Partnership NHS Foundation Trust.
We provide a portfolio of IT services to NHS organisations across the Staffordshire and Shropshire health economy.
This post is responsible for the management, investigation, and resolution of a range of IM&T issues within the local health economy.
The post will primarily provide 1st line technical support to all aspects of hardware infrastructure, software applications, and related technologies.
Job responsibilitiesMain Duties and Responsibilities include:
Providing a customer-focused IM&T support Service to staff within S&SHIS Customer Organisations.Delivering a high standard of customer service in a professional manner.Providing first line support and delivering remote support to resolve incidents whilst the user is on the telephone.Configuring Permissions to shared Network resources.Maintaining accurate records of additions, modifications, or removals of components of the ICT Infrastructure and IT user accounts and system rights in the appropriate Information System (e.g.
SMT / Active Directory / CMDB/ IPT Call Processing Systems).Managing incidents including logging and resolving calls and providing system configuration services recording all activity through the S&SHIS service management software.Accurately collating and recording all relevant detail to facilitate the timely resolution of incidents and service requests.Being aware of, adhering to, and implementing team plans and policies.Demonstrating specialist knowledge in technical specialties underpinned by current industry good practice.Person SpecificationSkills, Knowledge & AbilitiesCapable of working as a self-motivated post holder yet also able to work as a team and support colleagues when necessary.Able to liaise with staff at all levels of the organisation and partner organisations when necessary.Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.Able to prioritise many conflicting demands.Able to record data accurately, especially under pressure.Excellent written and verbal communication skills.Excellent telephone skills.Ability to choose phrases and terminology appropriate to the audience to assist in their understanding of the subject matter.Able to deal with customers at all levels.Good knowledge of Microsoft Office Desktop applications.Numerate with a high level of attention to detail.ExperienceExperience of working in a customer-focused environment on the telephone or face to face.Experience of working in a Service Desk role.Experience of working in a technical support role with Microsoft technologies.Experience of supporting current Microsoft Operating systems.Experience of supporting current Microsoft desktop applications.Experience in Healthcare IT.Experience with Active Directory.Qualifications & TrainingFoundation Degree/HND or extensive and relevant work experience.Advanced ECDL or equivalent.Foundation Certificate in ITIL Service Management.Formal Customer Service Training.Degree in an IT related subject.Attendance at Microsoft accredited training for Troubleshooting and Supporting Windows 7 in the Enterprise.Intermediate Certificate ITIL Service Management (Service Operation) or equivalent level of knowledge, skills, and experience.Other Job RequirementsEvidence of ongoing personal and professional development.Disclosure and Barring Service CheckThis 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.
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