Job summary
Do you want the chance to start your career in IT as part of an innovative small team supporting the cutting edge of pre-hospital emergency care? This is for you!
Were looking for a dedicated, highly motivated individual who can work as part of our existing IT Service Desk team to help provide first line IT support to the whole organisation, including three ambulance Emergency Operations Centres.
As the first point of contact for all IT related issues and requests, you will be expected to provide excellent customers service and must possess very good written and verbal skills. Predominately desk-based, methods of support will involve face-to-face with the user base, over the telephone and email and via our remote support tool for off site locations. You will develop to learn a wide range of daily tasks, including administering accounts, installing new hardware and software, building and deploying PCs, Laptops and iPads. There may be a requirement to travel to other sites within the organisation from time to time and transport is provided for this purpose. Systems we support include: Active Directory, Azure AD, BMC Client Management, Citrix, Endpoint Manager / Intune / Autopilot, FOG Imaging, iPads + Apple iOS, Microsoft 365 including the Power Platform and Windows 11 Desktops, amongst other. Knowledge of these is desirable but full training will be provided for the right candidates.
Main duties of the job
The role is suitable for a newly qualified graduate or similar who is keen to learn all aspect of the IT Service Desk role.
With the crucial nature of the systems our team supports, you need to be adaptable, reliable and work in accordance with the organisational core values. If you have these essential qualities and would like the fantastic opportunity to work in our fast-paced, critical environment, please apply today.
Full training will be provided but you must be able to demonstrate at least one years recent experience of providing IT support and have worked in a customer support environment.
West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.
The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.
If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team
About us
The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both
Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £42.50 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.
Job description
Job responsibilities
To obtain all required information from stakeholders for
jobs received via email and telephone then assign to appropriate team for
action, competent understanding of complex IT issues is required so that
correct and relevant information is gathered.
Ensure onsite support for Trust sites is provided in an
effective and efficient manner.
Ensuring that customer calls are handled in accordance with
the Service Desk call management procedures (this includes full and accurate
call notes).
To provide excellent customer service, monitoring
outstanding support requests against customer SLAs, prioritising complex calls
effectively, keeping users up to date with progress and initiating escalation
procedures where required.
Analyse and
resolve complex calls, assess when to assign Incidents to the relevant
engineers when they cannot be resolved at the first point of contact and
maintain ownership of the Incident until closure, keeping affected users
informed about progress.
To work within the Trust IT Security Policy at all times
and ensure all systems supported comply with this.
Works under own initiative to assist with diagnosing and
resolving complex hardware and software faults across all Trust systems and
determining appropriate analysis, corrective action or escalation.
Scheduling the installation of equipment for users in
accordance with Trust standards and service levels.
Creating, deleting and maintaining user accounts on various
systems
Work under own initiative to prioritise own workload.
Requirement to create training documentation that shows an
understanding of complex steps and communicate them in manner for those with
decreased understanding of IT.
Regularly maintain computer systems, user IT accounts,
computer hardware, e.g desktops, cablings, printers, laptops, etc.
Plan and organise straightforward activities, some ongoing.
Planning tasks and activities which may require adjustment die to variable
workload / interruptions.
Able to communicate effectively with staff of all standing
and levels, including 3rd parties.
Regularly provide training to less experienced staff on
Trust systems within own discipline where required.
Installation repair and maintenance of expensive IM&T
equipment.
Responsible for the proper and safe use of IT equipment by
users; responsible for expensive IT equipment and software.
Ensures IT computer rooms and storerooms are kept neat and
tidy and that all equipment is catalogued according to stock control procedures
and the Trusts policies.
Carries out preventative maintenance schedules for other
support staff.
Ensures all IT equipment and system deliveries are recorded
on the electronic stock control system and stored in the appropriate location.
Takes part on IT Hardware and Software Audits when requested
and updates Trusts electronic records.
Works in accordance with the Trusts Management
Systems, including Health and Safety, Quality and Environment.
Ensures compliance with relevant legislation e.g. Data
Protection Act, Computer Misuse Act, Copyright Act and Caldicott.
Complies with all Trust Policies
Extended use of computer systems office and computer room
based.
Frequent sitting or standing in a restricted position;
occasional moderate effort for several short periods.
Continuous VDU usage required throughout the day.
Occasional requirement to carry, move equipment without aids
e.g. fixing printers/computers.
Frequent concentration required with an unpredictable work
pattern.
Concentration required when checking information and when
answering queries from staff.
Working in conditions such as in server rooms, on the floor
under desks.
Required
to perform any other duties pertaining to the appropriate band
Job description
Job responsibilities
To obtain all required information from stakeholders for
jobs received via email and telephone then assign to appropriate team for
action, competent understanding of complex IT issues is required so that
correct and relevant information is gathered.
Ensure onsite support for Trust sites is provided in an
effective and efficient manner.
Ensuring that customer calls are handled in accordance with
the Service Desk call management procedures (this includes full and accurate
call notes).
To provide excellent customer service, monitoring
outstanding support requests against customer SLAs, prioritising complex calls
effectively, keeping users up to date with progress and initiating escalation
procedures where required.
Analyse and
resolve complex calls, assess when to assign Incidents to the relevant
engineers when they cannot be resolved at the first point of contact and
maintain ownership of the Incident until closure, keeping affected users
informed about progress.
To work within the Trust IT Security Policy at all times
and ensure all systems supported comply with this.
Works under own initiative to assist with diagnosing and
resolving complex hardware and software faults across all Trust systems and
determining appropriate analysis, corrective action or escalation.
Scheduling the installation of equipment for users in
accordance with Trust standards and service levels.
Creating, deleting and maintaining user accounts on various
systems
Work under own initiative to prioritise own workload.
Requirement to create training documentation that shows an
understanding of complex steps and communicate them in manner for those with
decreased understanding of IT.
Regularly maintain computer systems, user IT accounts,
computer hardware, e.g desktops, cablings, printers, laptops, etc.
Plan and organise straightforward activities, some ongoing.
Planning tasks and activities which may require adjustment die to variable
workload / interruptions.
Able to communicate effectively with staff of all standing
and levels, including 3rd parties.
Regularly provide training to less experienced staff on
Trust systems within own discipline where required.
Installation repair and maintenance of expensive IM&T
equipment.
Responsible for the proper and safe use of IT equipment by
users; responsible for expensive IT equipment and software.
Ensures IT computer rooms and storerooms are kept neat and
tidy and that all equipment is catalogued according to stock control procedures
and the Trusts policies.
Carries out preventative maintenance schedules for other
support staff.
Ensures all IT equipment and system deliveries are recorded
on the electronic stock control system and stored in the appropriate location.
Takes part on IT Hardware and Software Audits when requested
and updates Trusts electronic records.
Works in accordance with the Trusts Management
Systems, including Health and Safety, Quality and Environment.
Ensures compliance with relevant legislation e.g. Data
Protection Act, Computer Misuse Act, Copyright Act and Caldicott.
Complies with all Trust Policies
Extended use of computer systems office and computer room
based.
Frequent sitting or standing in a restricted position;
occasional moderate effort for several short periods.
Continuous VDU usage required throughout the day.
Occasional requirement to carry, move equipment without aids
e.g. fixing printers/computers.
Frequent concentration required with an unpredictable work
pattern.
Concentration required when checking information and when
answering queries from staff.
Working in conditions such as in server rooms, on the floor
under desks.
Required
to perform any other duties pertaining to the appropriate band
Person Specification
Qualifications
Essential
- Educated to GCSE standard or equivalent Maths and English (Grade C or above)
- NVQ Level 3 in relevant subject or equivalent
Experience
Essential
- Minimum of 1 years recent experience of providing an IT support function, preferably within a large organisation
- Experience working in a customer services environment
- An understanding of PC technology
- Experience of working as part of a team/group
- Experience of prioritising workload and working to set time parameters
- Previous work of a face to face customer service nature
Skills and Knowledge
Essential
- Excellent telephone manner good customer contact skills, dealing with difficult customers
- Good verbal and written communication skills
- Advanced keyboard use, high accuracy required.
- Inputting and manipulating data, information into computer databases, systems
- Ability to work on own or in a group
- Ability to work in a busy / fast moving environment
- Able to communicate technical information to varying levels of users, using non-technical language in a manner that promotes confidence
Person Specification
Qualifications
Essential
- Educated to GCSE standard or equivalent Maths and English (Grade C or above)
- NVQ Level 3 in relevant subject or equivalent
Experience
Essential
- Minimum of 1 years recent experience of providing an IT support function, preferably within a large organisation
- Experience working in a customer services environment
- An understanding of PC technology
- Experience of working as part of a team/group
- Experience of prioritising workload and working to set time parameters
- Previous work of a face to face customer service nature
Skills and Knowledge
Essential
- Excellent telephone manner good customer contact skills, dealing with difficult customers
- Good verbal and written communication skills
- Advanced keyboard use, high accuracy required.
- Inputting and manipulating data, information into computer databases, systems
- Ability to work on own or in a group
- Ability to work in a busy / fast moving environment
- Able to communicate technical information to varying levels of users, using non-technical language in a manner that promotes confidence
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.
