Job summary
An exciting opportunity has arisen to join a small but dynamic ICT team. This is a multi-skilled role, allowing for the right candidate to develop and gain experience. The role allows for a mixture of call handling, desktop, and some site work, across traditional 1st and 2nd line skillsets.
You should bring a positive 'can do' attitude to the team and be both capable of working together with colleagues whilst maintaining the ability to work independently when required.
This is a customer facing support role, so you should have strong customer service skills, empathy, and excellent interpersonal skills. A positive demeanour and solution-based approach is key.
You will have good problem-solving skills and a desire to learn more. There will be opportunities for additional internal training from experienced colleagues and support for personal development.
The ability to consistently complete tasks to a high standard is essential to this role.
Main duties of the job
- Answering calls to the IT Service Desk in a prompt and effective manner, to a high customer service standard.
- Recording detailed incident information in an efficient manner, and escalating incidents to colleagues when appropriate.
- Assist members of staff visiting the department on a face to face basis, or attending their place of work.
- Following agreed procedures to build and setup IT and telephony equipment for staff.
- Investigation and fault resolution for software issues and some hardware repair for laptop or desktop devices.
- Provide and maintain ID cards for secure access to our buildings.
- You may be asked to participate in an on-call rota as part of this role, which will involve some evening and weekend cover
About us
ECCH is a well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.
We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - www.ecch.org. We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.
At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.
We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received.
Job description
Job responsibilities
Answer telephone calls from
the customer within service level & provide relevant support as required.
Record requests, incidents
and problems effectively and accurately within the helpdesk platform.
Resolve requests and
incidents within the helpdesk platform, using knowledge and defined processes
where present.
Escalate outstanding
incidents in a timely manner to relevant team members.
Support the maintenance, monitoring and housekeeping
measures for each IT service as needed.
This role may require occasional travel as and when
needed to provide IT support and incident resolution at other sites.
You may be asked to
participate in an on-call rota as part of this role, which will involve some
evening and weekend cover.
Complete RA related tasks
as required.
All roles
within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our
Values and Signature Behaviours in the care and service they provide to
patients, service users, stakeholders and colleagues. All members of staff
should consider these as an essential part of their job role.
Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
Underpinning our Values are our Signature
Behaviours which highlight by taking the right actions we continue to build a
strong culture. Our four Signature
Behaviours are: Compassion
- We Listen, We Learn,
We Lead| Action - My
Accountability, My Responsibility | Respect - Respect
Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Job description
Job responsibilities
Answer telephone calls from
the customer within service level & provide relevant support as required.
Record requests, incidents
and problems effectively and accurately within the helpdesk platform.
Resolve requests and
incidents within the helpdesk platform, using knowledge and defined processes
where present.
Escalate outstanding
incidents in a timely manner to relevant team members.
Support the maintenance, monitoring and housekeeping
measures for each IT service as needed.
This role may require occasional travel as and when
needed to provide IT support and incident resolution at other sites.
You may be asked to
participate in an on-call rota as part of this role, which will involve some
evening and weekend cover.
Complete RA related tasks
as required.
All roles
within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our
Values and Signature Behaviours in the care and service they provide to
patients, service users, stakeholders and colleagues. All members of staff
should consider these as an essential part of their job role.
Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
Underpinning our Values are our Signature
Behaviours which highlight by taking the right actions we continue to build a
strong culture. Our four Signature
Behaviours are: Compassion
- We Listen, We Learn,
We Lead| Action - My
Accountability, My Responsibility | Respect - Respect
Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Person Specification
Personal Attributes
Essential
- Excellent interpersonal skills. Must be able to communicate to a high standard with staff and suppliers at all levels.
- Flexibility.
- Ability to manage fast paced change.
- Confidence.
- Ability to challenge in a responsible manner.
- Ability to travel to different ECCH sites.
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together).
Desirable
- Experience and eligibility to drive small company vehicle.
Qualifications
Essential
- European Computer Driving License (ECDL), relevant diploma or equivalent knowledge/experience.
Desirable
- ITiL Qualification.
- Microsoft Professional Qualification.
Experience
Essential
- The use of a centralised helpdesk call logging environment.
- Good knowledge of Microsoft Office.
- A good understanding of Windows 10.
- Experience supporting desktop and laptop hardware / software.
- Customer Service based role.
Desirable
- Working knowledge of working in a virtualised environment.
Skills and Knowledge
Essential
- Ability to respond positively and flexibly to change in a complex organisation.
- Excellent communication skills, able to make and maintain effective work relationships with all stakeholders.
- Good problem solving and diagnosis skills.
- Customer focused.
- Able to prioritise and manage conflicting demands.
Desirable
- Experience with national NHS or healthcare applications or systems.
- Understanding on NHS ICT working practices.
- Experience of LAN / WAN networking.
Person Specification
Personal Attributes
Essential
- Excellent interpersonal skills. Must be able to communicate to a high standard with staff and suppliers at all levels.
- Flexibility.
- Ability to manage fast paced change.
- Confidence.
- Ability to challenge in a responsible manner.
- Ability to travel to different ECCH sites.
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together).
Desirable
- Experience and eligibility to drive small company vehicle.
Qualifications
Essential
- European Computer Driving License (ECDL), relevant diploma or equivalent knowledge/experience.
Desirable
- ITiL Qualification.
- Microsoft Professional Qualification.
Experience
Essential
- The use of a centralised helpdesk call logging environment.
- Good knowledge of Microsoft Office.
- A good understanding of Windows 10.
- Experience supporting desktop and laptop hardware / software.
- Customer Service based role.
Desirable
- Working knowledge of working in a virtualised environment.
Skills and Knowledge
Essential
- Ability to respond positively and flexibly to change in a complex organisation.
- Excellent communication skills, able to make and maintain effective work relationships with all stakeholders.
- Good problem solving and diagnosis skills.
- Customer focused.
- Able to prioritise and manage conflicting demands.
Desirable
- Experience with national NHS or healthcare applications or systems.
- Understanding on NHS ICT working practices.
- Experience of LAN / WAN networking.
Disclosure and Barring Service Check
This 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.
