Job summary
Do you want the chance to work 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 provide first and second line IT support to the whole organisation, including two ambulance Emergency Operations Centres and our new Integrated Urgent Care Centre.
You must be prepared to work 12 hour shifts on a rotating 24/7/365 pattern, which includes some lone-working, evening, weekend and bank holiday working and in return will attract a section 2 enhancement as per NHS Terms & Conditions.
If you have any questions in relation to the role, please feel free to contact Rich Monkton, our Head of IT Support, on 07795426824.
Main duties of the job
As the first point of contact for all IT related issues and requests, your role will involve a whole range of daily tasks, from administering Active Directory accounts, to installing new hardware and software, to working with our third line teams for resolving more complex issues. Predominately desk-based, methods of support will involve face-to-face with the userbase, over the telephone and email and via our remote support tool for offsite locations. There may be a requirement to travel to other sites within the organisation from time to time and transport is provided for this purpose.
With the crucial nature of the systems our team supports, we have very high expectations of our engineers, that they are adaptive, 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
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, 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.
About us
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
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.
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.
Job description
Job responsibilities
Providing assistance and technical support on a daily basis on the IT Service Desk. Answering calls to the department, logging them within the Service Desk and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.
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).
Providing the IT Support Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.
Monitoring outstanding support requests against customer SLAs, prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.
Managing customer complaints ensuring they are escalated as appropriate.
Supervises junior support staff on a daily basis.
Works under own initiative to diagnose and resolve hardware and software faults across all Trust systems.
Providing a responsive and effective hardware, software, network and phone support in accordance with department service level agreements across the Trust.
Scheduling the installation of equipment for users in accordance with Trust standards and service levels.
Works with IT staff to deploy systems and projects within the organisation, including on-going support.
Management and installation of communication and computer systems.
Maintains security and integrity of all IT Systems and Equipment.
Creating, deleting and maintaining user accounts on various systems.
Production and maintenance of both technical and user documentation and procedures where required.
Provides technical training to other IT staff on Trust systems if required
Ensures adequate backups of Data Information are taken and are available for Trusts systems.
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.
Prepares and 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.
Maintains knowledge of current developments within the IT industry and advises on how they can be utilised by the Trust.
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.
Lifting and manual handling of IT equipment including PCs and other large, heavy items on a daily basis
Job description
Job responsibilities
Providing assistance and technical support on a daily basis on the IT Service Desk. Answering calls to the department, logging them within the Service Desk and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.
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).
Providing the IT Support Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.
Monitoring outstanding support requests against customer SLAs, prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.
Managing customer complaints ensuring they are escalated as appropriate.
Supervises junior support staff on a daily basis.
Works under own initiative to diagnose and resolve hardware and software faults across all Trust systems.
Providing a responsive and effective hardware, software, network and phone support in accordance with department service level agreements across the Trust.
Scheduling the installation of equipment for users in accordance with Trust standards and service levels.
Works with IT staff to deploy systems and projects within the organisation, including on-going support.
Management and installation of communication and computer systems.
Maintains security and integrity of all IT Systems and Equipment.
Creating, deleting and maintaining user accounts on various systems.
Production and maintenance of both technical and user documentation and procedures where required.
Provides technical training to other IT staff on Trust systems if required
Ensures adequate backups of Data Information are taken and are available for Trusts systems.
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.
Prepares and 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.
Maintains knowledge of current developments within the IT industry and advises on how they can be utilised by the Trust.
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.
Lifting and manual handling of IT equipment including PCs and other large, heavy items on a daily basis
Person Specification
Qualifications
Essential
- Good general education in a technology related subject
- Willing to work towards a relevant degree qualification if not already held
- Must be willing to undertake training in order to fulfil the requirements of the job which may include external training
Experience
Essential
- At least 5 years recent experience in an IT support 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
- Experience of handling confidential information
- Experience of providing IT support function, preferably within a large organisation
Skills and Knowledge
Essential
- Full clean UK driving licence
- Excellent verbal and written communication skills
Person Specification
Qualifications
Essential
- Good general education in a technology related subject
- Willing to work towards a relevant degree qualification if not already held
- Must be willing to undertake training in order to fulfil the requirements of the job which may include external training
Experience
Essential
- At least 5 years recent experience in an IT support 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
- Experience of handling confidential information
- Experience of providing IT support function, preferably within a large organisation
Skills and Knowledge
Essential
- Full clean UK driving licence
- Excellent verbal and written communication skills
