Job summary
This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution.
The post-holders will provide technical support for all Trust sites. These include the existing campuses as well as our community based sites which are in the process of transitioning under the management of the Trust's IT Support service. Applicants must have knowledge and experience of Microsoft desktop and server environments along with Cisco networking technologies. Duties will include but are not restricted to:
- Provision of 1st and 2nd line technical support for all our services with the knowledge and skills to provide first-time-fix call resolution
- Recording, triaging and classification of Incidents & Service Requests using the ITIL incident management process
- Management of High Severity Support Incidents and communication with end users relating to the availability of the live service
- Desktop support and troubleshooting
- Liaising with 3rd party vendors to escalate and resolve incidents
- Hardware and software installations
- Supporting mobile devices
- Participate in projects as required
Main duties of the job
IT Service Desk Staff are responsible for the recording, triaging and classification of incidents and for resolving incidents at the first line or for escalation to the appropriate resolver group. The main role of this team is to ensure that incidents and service requests are resolved or progressed as quickly as possible and to the satisfaction of the end user.
This team is also responsible for the management of High Severity Service Support Incidents and communication with end users relating to the availability of the live service.
The IT Portfolio includes 4 dedicated computer rooms, which house most of the Trust's computer systems and networks and which are critical to the availability of both clinical and management information systems.
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes a firm commitment to professional development of it's staff together with the provision of an excellent health and well-being support service.
About us
The Informatics Directorate is responsible for developing the Trust's Information, Communication and Technology Strategy and for delivering the information systems development programme. It also ensures the operation of secure and confidential systems, the provision of high quality information and records to support patient care, clinical governance and performance management.
The IT Services Department is part of the Informatics Directorate and is responsible for strategy, design, transition and operational management of the IT Portfolio in conjunction with other specialist areas of Informatics. It provides a range of services to approximately 16,000 users within the Trust along with external users from other organisations and 3rd party suppliers.
The Department is split over two main campuses the Central Campus containing the Royal Hallamshire Hospital, Jessop Wing Maternity Hospital, Charles Clifford Dental Hospital, Western Park Cancer Hospital and surrounding buildings and the Northern Campus containing the Northern General Hospital. The department also provides IT support for a number of community sites throughout Sheffield and South Yorkshire.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Qualifications
Essential
- GCSE English and Mathematics Grade A-C (or Equivalent qualification)
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- Customer Service qualification or willingness to take
- ITIL v3 Foundation or willingness to take
Desirable
- Further ITIL Qualifications
- Microsoft Certified Desktop Support Technician
- CompTIA Network+
Experience
Essential
- Extensive experience of working in IT Support and IT Customer Services Environment including work placement as part of a period of study
- Knowledge of desktop computer hardware / software gained through study or practical experience.
Desirable
- Experience of using Cherwell Service Management Toolset
- Experience of using Contact Centre call management Toolset
- Experience of working with ITIL and Service Management Processes
- Experience of RA processes
- Relevant NHS/public sector experience
Further Training
Desirable
- SDI - Service Desk Foundation (SDF)
- SDI - Service Desk Analyst (SDA)
Special Skills/Attributes
Essential
- Commitment to continual personal development with an ability to maintain skills set through further training
- Ability to work as part of a team
- Ability to relate to all levels of staff in a professional manner
- Excellent verbal and written communication skills
- Ability to evaluate and interpret technical information for communication to a wide audience
- Self-Motivated
- Ability to work unsupervised
- Excellent Customer Service Skills
- Methodical and systematic in approach to all aspects of work
- Regular VDU user
- Ability to occasionally exert moderate physical effort
- Occasional exposure to unpleasant working conditions
- Organisational skills with attention to detail
- Able to demonstrate behaviours consistent with Trust Core Values
Other Factors
Desirable
- A clean and valid UK driving licence
- Flexibility to work outside standard working hours.
Person Specification
Qualifications
Essential
- GCSE English and Mathematics Grade A-C (or Equivalent qualification)
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- Customer Service qualification or willingness to take
- ITIL v3 Foundation or willingness to take
Desirable
- Further ITIL Qualifications
- Microsoft Certified Desktop Support Technician
- CompTIA Network+
Experience
Essential
- Extensive experience of working in IT Support and IT Customer Services Environment including work placement as part of a period of study
- Knowledge of desktop computer hardware / software gained through study or practical experience.
Desirable
- Experience of using Cherwell Service Management Toolset
- Experience of using Contact Centre call management Toolset
- Experience of working with ITIL and Service Management Processes
- Experience of RA processes
- Relevant NHS/public sector experience
Further Training
Desirable
- SDI - Service Desk Foundation (SDF)
- SDI - Service Desk Analyst (SDA)
Special Skills/Attributes
Essential
- Commitment to continual personal development with an ability to maintain skills set through further training
- Ability to work as part of a team
- Ability to relate to all levels of staff in a professional manner
- Excellent verbal and written communication skills
- Ability to evaluate and interpret technical information for communication to a wide audience
- Self-Motivated
- Ability to work unsupervised
- Excellent Customer Service Skills
- Methodical and systematic in approach to all aspects of work
- Regular VDU user
- Ability to occasionally exert moderate physical effort
- Occasional exposure to unpleasant working conditions
- Organisational skills with attention to detail
- Able to demonstrate behaviours consistent with Trust Core Values
Other Factors
Desirable
- A clean and valid UK driving licence
- Flexibility to work outside standard working hours.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
