Job summary
An exciting permanent opportunity has arisen to join the Barts Health ICT Service Desk function. The role is part of a team structure that provides ICT support to the Trust 24/7 365 on a shift pattern covering days and nights. As an ICT Technical Support Analyst, you will be the first point of contact for any technical issues or requests. Whilst delivering a high level of professional customer service, you will be assisting users with hardware and software issues over the phone, as well as providing ad-hoc deskside support.
The Service Desk uphold a strong team ethic and values information flow, skill development, continuous learning, and improvement. This is a great role to further develop your skills and knowledge in first- and second-line support with a broad range of systems and technologies.
Main duties of the job
- Provide 1st and 2nd line technical support to Barts Health users over the phone, whilst delivering a high level of customer service.
- Use our Service Management Tool to record and maintain detailed and accurate reports of faults and queries logged with the ICT Service Desk.
- Support incident and problem resolution by undertaking first time fix and managing triage of tickets to other resolver groups.
- Support Service request fulfilment adhering to SLA's, team OLA's and prioritising tickets.
- Administer user accounts and permissions.
- React to alerts from monitoring systems within SLA.
- Keep departmental documentation up to date.
About us
Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Job description
Job responsibilities
The ideal candidate will be a team player with the following qualities:
- Excellent communication skills with a professional approach to customer service.
- Strong time management skills.
- Proficient in administering and maintaining Windows 10
- Proven knowledge of Active Directory and Microsoft Applications such as, Office 365 and SharePoint
- Experience troubleshooting basic network, software, and printing problems.
- Ability to remain clam under pressure during challenging times.
- A methodical approach to diagnose hardware and software faults in desktop PCs, laptop, printers, and mobile devices.
- Ability to develop and maintain strong customer relationships.
We are dedicated to being an outstanding place to work and will work with you to get the best experience. We know flexible working is not a one size fits all and will mean something different to everyone. We are inclusive, so if you are interested in flexible working, please speak to the recruiting manager.
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Job description
Job responsibilities
The ideal candidate will be a team player with the following qualities:
- Excellent communication skills with a professional approach to customer service.
- Strong time management skills.
- Proficient in administering and maintaining Windows 10
- Proven knowledge of Active Directory and Microsoft Applications such as, Office 365 and SharePoint
- Experience troubleshooting basic network, software, and printing problems.
- Ability to remain clam under pressure during challenging times.
- A methodical approach to diagnose hardware and software faults in desktop PCs, laptop, printers, and mobile devices.
- Ability to develop and maintain strong customer relationships.
We are dedicated to being an outstanding place to work and will work with you to get the best experience. We know flexible working is not a one size fits all and will mean something different to everyone. We are inclusive, so if you are interested in flexible working, please speak to the recruiting manager.
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Person Specification
Experience
Essential
- Experience working in a complex, large and high pressured IT support environment (more than 5,000 PCs)
- Experience of virtual and physical PCs
- Experience of working in an ITIL environment
- Experience supporting on ICT projects
- Experience in supporting end user applications (Client/Server, web based)
- Experience in technologies current used by the Trust PC/device operating (Win10, Android, IOS), printing, and wifi connected devices
- Documenting incidents with appropriate details of issue & resolution, to support technical and/or feedback to user
Desirable
- Significant experience of providing desktop support services and/or network management, preferably within the NHS or other healthcare setting
- Experience in configuration, installation and support of end user infrastructure
- Experience in technologies current used by the Trust; Active Directory, DHCP and wifi connected devices
Skills
Essential
- Customer focused and proactive - able to put the customer at the heart of everything you do
- Able to record complex technical details accurately and able to document technical procedures
- Good interpersonal skills and able to interact with a range of people including non-technical users, managers, suppliers, contractors, facilities management and medical staff
- Excellent analytical diagnostics and PC troubleshooting skills
- Forward thinking and proactive
- Ability to accurately input
- Effective team player with a flexible approach
- Able to prioritise and work under pressure to meet critical deadlines
Desirable
- Able to create, edit and add comments to technical documentation
Knowledge
Essential
- Able to identify and resolve complex issues and problems across a broad range of IT solutions
- Advanced knowledge of a broad range of IT solutions, including PC/End user devices operating systems
- Expert knowledge of Microsoft operating systems and back office software
- Advanced knowledge of PC hardware, networking troubleshooting techniques and systems maintenance
Qualifications
Essential
- Degree in a computer-related discipline (or equivalent experience)
Desirable
- ITIL foundation certificate (or equivalent experience)
Person Specification
Experience
Essential
- Experience working in a complex, large and high pressured IT support environment (more than 5,000 PCs)
- Experience of virtual and physical PCs
- Experience of working in an ITIL environment
- Experience supporting on ICT projects
- Experience in supporting end user applications (Client/Server, web based)
- Experience in technologies current used by the Trust PC/device operating (Win10, Android, IOS), printing, and wifi connected devices
- Documenting incidents with appropriate details of issue & resolution, to support technical and/or feedback to user
Desirable
- Significant experience of providing desktop support services and/or network management, preferably within the NHS or other healthcare setting
- Experience in configuration, installation and support of end user infrastructure
- Experience in technologies current used by the Trust; Active Directory, DHCP and wifi connected devices
Skills
Essential
- Customer focused and proactive - able to put the customer at the heart of everything you do
- Able to record complex technical details accurately and able to document technical procedures
- Good interpersonal skills and able to interact with a range of people including non-technical users, managers, suppliers, contractors, facilities management and medical staff
- Excellent analytical diagnostics and PC troubleshooting skills
- Forward thinking and proactive
- Ability to accurately input
- Effective team player with a flexible approach
- Able to prioritise and work under pressure to meet critical deadlines
Desirable
- Able to create, edit and add comments to technical documentation
Knowledge
Essential
- Able to identify and resolve complex issues and problems across a broad range of IT solutions
- Advanced knowledge of a broad range of IT solutions, including PC/End user devices operating systems
- Expert knowledge of Microsoft operating systems and back office software
- Advanced knowledge of PC hardware, networking troubleshooting techniques and systems maintenance
Qualifications
Essential
- Degree in a computer-related discipline (or equivalent experience)
Desirable
- ITIL foundation certificate (or equivalent experience)
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
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).
