Job summary
We regret that having reviewed this post, it does not meet the legal requirements to qualify for skilled worker visa sponsorship and, therefore, any applicants for this post must have the legal right to work in the UK via another form of visa status. We will not be able to progress any applications from individuals who do not confirm that they have that right in their application.
An opportunity has arisen for an IT Service Desk Technician to work in conjunction with the Trust's existing support teams to provide a 24 hours Service Desk cover, 7 days per week and 365 days a year, on site and on a rota basis. The rota is based on the continental shift model, so the successful applicant will be required to work 2 types of 12 hour shifts: 05:45am to 18:15pm and 17:45pm to 06:15am on a rota basis which will also include 1.5hrs worth of breaks and a short 8 hours shift every 4 weeks.
The post-holders will provide technical support from our on-site offices, for all Trust sites. These include the existing campuses; namely: Northern General Hospital, Royal Hallamshire Hospital, Jessop Wing, Charles Clifford Dental Hospital and Western Park Hospital as well as our community based sites which have transitioned under the management of the Trust's IT Support service. Applicants must have knowledge and experience of Microsoft desktop, server environments and network technologies.
Interviews will be face to face at Coleridge House, Northern General Hospital.
Main duties of the job
- Provision of on-site, 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 and on-call teams to escalate and resolve incidents
- Hardware and software installations
- Supporting mobile devices (such as Mobile phones, tablets and laptops)
- Participate in projects as required
This Vacancy is advertised on a permanent and full time basis.
About us
You will be working for an organisation which values and respects all 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 commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
The Informatics Directorate is responsible for developing the Trust's Information, Communication and Technology Strategy and for delivering the information systems development programme. It 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.
Supporting over 16,000 users across 5 hospitals and multiple sites across the region, the department operates within a Service Management Framework and has a number of mature service management processes in place which operate across the Departmental structure. A Continual Service Improvement Programme is in place which aims to develop other ITIL processes and improve existing ones to ensure that the service delivered meets the business requirements of the Trust.
Our 24x7 teams are required to work on site to centrally support our Trust users IT needs.
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/experience.
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- ITIL Foundation or willingness to take
- Customer Service qualification or willingness to take
Desirable
- Further ITIL Qualifications
- CompTIA Network+
- Microsoft Certified Desktop Support Technician
- SDI - Service Desk Foundation (SDF)
- SDI - Service Desk Analyst (SDA)
Experience
Essential
- Demonstratable experience of working in an IT Support role or Customer Services environment, which can include a work placement as part of a programme of study
- Knowledge of desktop computer hardware / software gained through study or practical experience.
Desirable
- Experience of working with ITIL and Service Management Processes
- Experience of using an IT Service Management platform
- Experience of NHS Account and Smartcard Management processes
- Relevant NHS/public sector experience
- Microsoft/Unix/Linux System Administration or equivalent hands-on experience
- Experience of deployment and ongoing management of enterprise infrastructure monitoring and alerting product suites
Skills and Knowledge
Essential
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations
- Commitment to continual personal development with an ability to maintain skills set through further trainingwritten and verbal communication skills
- Ability to work as part of a team
- Ability to communicate and relate to all levels of staff in a professional manner while ensuring to interpret technical information to non-technical audiences
- Demonstrate effective written and verbal communication skills
- Regular VDU user
- Organisational skills with attention to detail
Desirable
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends
- Knowledge and a good understanding of Office products e.g. Spreadsheets and word processing applications.
Personal Qualities
Essential
- Self-Motivated
- Ability to work unsupervised as a lone worker
- Excellent Customer Service Skills
- Methodical and systematic in approach to all aspects of work
Values & Behaviours (PROUD)
Essential
- Be passionate about putting patients first and ensuring the IT service we deliver is professional, efficient, effective, and always has the patient experience in mind.
- Continually improve the IT service through personal development, teamwork, creativity, and innovation.
- Demonstrate that people are at the heart of all you do by being kind, respectful, fair and value diversity.
- Always support and encourage colleagues ensuring you listen and communicate respectfully, taking responsibility for your own actions.
- Able to demonstrate behaviours consistent with Trust Core Values.
Other Factors
Essential
- Flexible approach to commit to working a 24/7 365 continental shift pattern including working evenings, nights and weekend, including public bank holidays.
- Ability to occasionally exert moderate physical effort
- Occasional exposure to unpleasant working conditions
Desirable
- A clean and valid UK driving licence
Person Specification
Qualifications
Essential
- GCSE English and Mathematics Grade A-C or equivalent qualification/experience.
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- ITIL Foundation or willingness to take
- Customer Service qualification or willingness to take
Desirable
- Further ITIL Qualifications
- CompTIA Network+
- Microsoft Certified Desktop Support Technician
- SDI - Service Desk Foundation (SDF)
- SDI - Service Desk Analyst (SDA)
Experience
Essential
- Demonstratable experience of working in an IT Support role or Customer Services environment, which can include a work placement as part of a programme of study
- Knowledge of desktop computer hardware / software gained through study or practical experience.
Desirable
- Experience of working with ITIL and Service Management Processes
- Experience of using an IT Service Management platform
- Experience of NHS Account and Smartcard Management processes
- Relevant NHS/public sector experience
- Microsoft/Unix/Linux System Administration or equivalent hands-on experience
- Experience of deployment and ongoing management of enterprise infrastructure monitoring and alerting product suites
Skills and Knowledge
Essential
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations
- Commitment to continual personal development with an ability to maintain skills set through further trainingwritten and verbal communication skills
- Ability to work as part of a team
- Ability to communicate and relate to all levels of staff in a professional manner while ensuring to interpret technical information to non-technical audiences
- Demonstrate effective written and verbal communication skills
- Regular VDU user
- Organisational skills with attention to detail
Desirable
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends
- Knowledge and a good understanding of Office products e.g. Spreadsheets and word processing applications.
Personal Qualities
Essential
- Self-Motivated
- Ability to work unsupervised as a lone worker
- Excellent Customer Service Skills
- Methodical and systematic in approach to all aspects of work
Values & Behaviours (PROUD)
Essential
- Be passionate about putting patients first and ensuring the IT service we deliver is professional, efficient, effective, and always has the patient experience in mind.
- Continually improve the IT service through personal development, teamwork, creativity, and innovation.
- Demonstrate that people are at the heart of all you do by being kind, respectful, fair and value diversity.
- Always support and encourage colleagues ensuring you listen and communicate respectfully, taking responsibility for your own actions.
- Able to demonstrate behaviours consistent with Trust Core Values.
Other Factors
Essential
- Flexible approach to commit to working a 24/7 365 continental shift pattern including working evenings, nights and weekend, including public bank holidays.
- Ability to occasionally exert moderate physical effort
- Occasional exposure to unpleasant working conditions
Desirable
- A clean and valid UK driving licence
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).
