Job summary
The IM&T Department provides ICT support to Plymouth Hospitals NHS Trust and supported organisations within to the Plymouth Health Community and surrounding area. Within this department, the ICT Service Desk provides the first point of contact for its users to request an IT service or report an IT related fault.
Main duties of the job
The role of the Service Desk Call Handler is to log these requests for support received via telephone, self service, or email in a fast, friendly and efficient manner, recording the information accurately on our call management system, and forwarding on to the relevant technical team for resolution.
Apprentices will work under close supervision, and will be expected to develop their technical, administration and customer service skills over time. This post is further enhanced with support and training to enable the post holder to resolve minor and medium term issues either immediately or within a specified time period.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
About us
An exciting opportunity has arisen to join University Hospitals Plymouth NHS Trust in our Information Management and Technology Department, as an IT Call Handler Apprentice.
This role will provide a unique opportunity to gain varied administrative experience in a demanding yet stimulating and rewarding environment.
The successful candidate will work within the IT Service Desk Team comprising of 12 staff members, as well as across a range of other teams within the department & wider Trust as a full time employee (working hours 9am -5pm).
The role will expose you to a wide range of administration activities such as speaking to the wider team, logging calls, processing emails and learning the unique IT system.
The successful candidate will be enthusiastic, self-motivated, reliable, well organised and a great communicator. You must have passion and professionalism in order to deal with a vast range of customers at all levels of the Trust.
If you are a proactive & responsible person with a strong customer service focus, take pride in your work, have excellent attention to detail and want to be part of a growing organisation then this could be your next long term role.
Job description
Job responsibilities
- To record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the ICT Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.
- To actively monitor telephony, e-mail and voicemail support queues to the Service Desk
- To be courteous, helpful, flexible and responsive to users at all times.
- Ensure customer response times are maintained as far as is practicable.
- To accurately record information given by the end user to enable the relevant technical staff to respond to the problem.
- To correctly forward logged calls to the appropriate team.
- To follow defined procedures to ensure that a standard approach is maintained
- To direct customers to appropriate sources of self-help information (i.e. User Guidance on PICTS Portal intranet site)
- To undertake a variety of First Point of Contact fixes (whilst the user is on the phone), such as password resets for customers
- Provide users with scripted messages as identified within the call logging software.
- Undertake any other Call Handling related duties as directed by the Head of ICT Support Services, and the Service Desk and Installation Manager.
- Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties. Thus any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice.
COMMUNICATIONS & WORKING RELATIONSHIPS
This post involves communication and liaison with all levels of staff and ICT users, both within the Trust and elsewhere in the NHS. It also involves communication and liaison with ICT Department staff, external organisations and other agencies.
- Communicate with all hospital personnel via the telephone or email in a calm, patient and tactful, diplomatic and sympathetic manner, even when callers are frustrated or annoyed with an ICT issue
- Maintain a high standard of professional behaviour and continually work towards the improved and effective operation of the ICT Service Desk.
- Build and sustain good relations and effective communications whilst maintaining an efficient and pleasant manner with all callers.
- To give customers a positive impression of the ICT Service Desk and the organisation
- Work collaboratively within the ICT team
OTHER
When unclear as to correct course of action, to request guidance from the Deputy Service Desk Manager or Call Centre Analysts and escalate issues as appropriate.
Job description
Job responsibilities
- To record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the ICT Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.
- To actively monitor telephony, e-mail and voicemail support queues to the Service Desk
- To be courteous, helpful, flexible and responsive to users at all times.
- Ensure customer response times are maintained as far as is practicable.
- To accurately record information given by the end user to enable the relevant technical staff to respond to the problem.
- To correctly forward logged calls to the appropriate team.
- To follow defined procedures to ensure that a standard approach is maintained
- To direct customers to appropriate sources of self-help information (i.e. User Guidance on PICTS Portal intranet site)
- To undertake a variety of First Point of Contact fixes (whilst the user is on the phone), such as password resets for customers
- Provide users with scripted messages as identified within the call logging software.
- Undertake any other Call Handling related duties as directed by the Head of ICT Support Services, and the Service Desk and Installation Manager.
- Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties. Thus any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice.
COMMUNICATIONS & WORKING RELATIONSHIPS
This post involves communication and liaison with all levels of staff and ICT users, both within the Trust and elsewhere in the NHS. It also involves communication and liaison with ICT Department staff, external organisations and other agencies.
- Communicate with all hospital personnel via the telephone or email in a calm, patient and tactful, diplomatic and sympathetic manner, even when callers are frustrated or annoyed with an ICT issue
- Maintain a high standard of professional behaviour and continually work towards the improved and effective operation of the ICT Service Desk.
- Build and sustain good relations and effective communications whilst maintaining an efficient and pleasant manner with all callers.
- To give customers a positive impression of the ICT Service Desk and the organisation
- Work collaboratively within the ICT team
OTHER
When unclear as to correct course of action, to request guidance from the Deputy Service Desk Manager or Call Centre Analysts and escalate issues as appropriate.
Person Specification
Shortlist Score
Essential
- Good communication skills
- Basic IT knowledge
Desirable
- Experience in IT role
- English GCSE 5-9 (A-C)
- Data entry experience
- Callcentre experience
- Customer Service Experience
Adding second criteria
Essential
Desirable
Interview
Essential
Desirable
Person Specification
Shortlist Score
Essential
- Good communication skills
- Basic IT knowledge
Desirable
- Experience in IT role
- English GCSE 5-9 (A-C)
- Data entry experience
- Callcentre experience
- Customer Service Experience
Adding second criteria
Essential
Desirable
Interview
Essential
Desirable
Additional information
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).
