Job summary
Working Full Time: 37.5 Hours Per Week
We are looking for an enthusiastic, self-motivated and flexible individual to join our ICT Service Desk team.
The primary function of this post will be to provide a range of first-time technical support services for the Trust that includes hardware and software support, basic network support and user account management, including secondary support to answering telephone calls.
Experience with Active Directory and an understanding of NHSMail would be advantageous. The post holder will be required to support end users and service desk analysts as well as participate in ongoing operational support improvement projects.
Main duties of the job
The successful candidate will be based within the Service desk where they will require to
- To provide an effective, responsive, and user-friendly first line support function over the Trusts primary user interfaces (portal, telephone, live chat, email etc.)
- To be a point of escalation for the Junior members of the team and to ensure adequate cover in times of great service demand for the service.
- Ensure accurate information is consistently recorded against each support ticket.
- To Report and monitor user administration functions using common directory service systems. The creation, modification and deletion of user IT Identity (e.g. Active Directory, NHSMail, System Accounts), changing of passwords and other basic to intermediate level systems administrative duties including group policy troubleshooting and modelling to an intermediate level.
- Production and maintain necessary support and reference documentation to support all of the above activities.
- validate and update user and asset details. To run daily reports checks and action in accordance with Department procedures.
Additionally, all candidates must have strong customer focused approach, good communication and interpersonal skills and have had previous experience dealing with customers over the telephone and in person.
About us
The Countess of Chester Hospital NHS Foundation Trust provides services to West Cheshire and to Welsh patients covered by Betsi Cadwaladr University Health Board. The Trust works collaboratively within the wider Cheshire and Merseyside Health and Care Partnership. Its services are provided from three locations:
- The Countess of Chester Hospital: providing 438 general and acute beds
- Ellesmere Port Hospital: providing 56 beds as a rehabilitation, intermediate and outpatient facility
- Tarporley War Memorial Hospital: a base for community services which serve the local rural population.
The Trust employs over 6258 staff (headcount) which includes temporary bank staff and provides acute emergency and elective services, primary care direct access services and obstetric services to a population of approximately 407,000. This includes 357,000 residents in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire which has a population of approximately 50,000.
The Trust is a busy district general hospital and in 2022/2023, there were more than 503,342 patient attendances (inpatient, outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery. This is an increase of nearly 10,000 compared to the previous year when there were 494,387 patient attendances.
Job description
Job responsibilities
See Job Description for further details.
Recruitment selection processes are based on competence (see Person specification) and values.
Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £23 (standard) or £43 (enhanced), this cost will be deducted from your salary over the first three months of employment.
You are encouraged to enrol for the DBS Update Service. A small annual fee of £13 per year applies.
New entrants to the NHS will commence on the minimum of the scale stated above.
Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.
Good luck with your application.
Job description
Job responsibilities
See Job Description for further details.
Recruitment selection processes are based on competence (see Person specification) and values.
Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £23 (standard) or £43 (enhanced), this cost will be deducted from your salary over the first three months of employment.
You are encouraged to enrol for the DBS Update Service. A small annual fee of £13 per year applies.
New entrants to the NHS will commence on the minimum of the scale stated above.
Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.
Good luck with your application.
Person Specification
Qualifications
Essential
- Qualified to NVQ level 3 and have experience in an Analyst/ Developer role or equivalent
- IT qualification such as Advanced ECDL or equivalent keyboard & PC Skills
Knowledge and Experience
Essential
- Experience working within IT support infrastructure environments.
- Basic understanding of systems backup and operations processes.
- Working knowledge of principles governing confidentiality and security of personal data.
- Experience of supporting IT systems and customers
- Microsoft Office (Office 365) skills including internet/intranet/SharePoint and Teams
- Basic/Intermediate working knowledge of at least one major IT infrastructure directory service systems, e.g. Active Directory
- Basic Working knowledge of anti-virus and security related systems and best practices.
Desirable
- Experience of Training to non-IT literate staff within area of knowledge
- Basic working understanding of Microsoft server environments
- Basic knowledge of Microsoft client operating systems.
- Basic understanding of ITIL processes
Person Specification
Qualifications
Essential
- Qualified to NVQ level 3 and have experience in an Analyst/ Developer role or equivalent
- IT qualification such as Advanced ECDL or equivalent keyboard & PC Skills
Knowledge and Experience
Essential
- Experience working within IT support infrastructure environments.
- Basic understanding of systems backup and operations processes.
- Working knowledge of principles governing confidentiality and security of personal data.
- Experience of supporting IT systems and customers
- Microsoft Office (Office 365) skills including internet/intranet/SharePoint and Teams
- Basic/Intermediate working knowledge of at least one major IT infrastructure directory service systems, e.g. Active Directory
- Basic Working knowledge of anti-virus and security related systems and best practices.
Desirable
- Experience of Training to non-IT literate staff within area of knowledge
- Basic working understanding of Microsoft server environments
- Basic knowledge of Microsoft client operating systems.
- Basic understanding of ITIL processes
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).
