Job summary
The ICT Directorate is responsible for all IT infrastructure and related services at GOSH including IT hardware & software and many clinical and non-clinical IT systems and applications, for example the Imaging suite and Microsoft 365 which encompasses email, Office, SharePoint and Teams. ICT also manages the Trust's Integration Engine which is a critical tool managing all flows of data between systems, most importantly EPIC.
There are 4 main areas of ICT: Service (Service Desk, PCs, RPA), Technology & Cyber Security (security tools and services and networks, data centres & core IT systems), Data & Systems (databases, storage, interoperability) and Development (solutions architecture, business partnering, program & project management).
The ICT Service Desk is integral to the smooth running of IT services and acts as the single point of contact for all ICT related interactions for the Trust.
You will have extensive experience as an ICT Service Desk Analyst in the following areas:
- General customer service, including strong rapport building and communication skills
- Attention to detail
- Asking probing questions to aid troubleshooting with users that have varying degrees of IT competency
- Use of ITSM tools
- Creating, updating and generally maintaining documentation and the knowledge base
- ITIL knowledge - Overview / Foundation
- Using remote tools to assist with first time / line fixes
Main duties of the job
Some of the role's main duties, responsibilities and expectations include, but are not limited to:
- Supporting end users of varying technical knowledge via phone call, email and physically via walk-ins / appointments
- Maintaining an high level understanding of the differing teams within ICT and their functions to ensure calls that cannot be first time / line fixed are assigned correctly
- Follow GOSH ICT's use of ITIL Incident/Service Request/Change/Problem management, resolution and escalation in line with Service Level Agreements.
- Maintaining an up-to-date and comprehensive knowledge base for all functions associated with the 1st and 2nd Line technical support teams and assist in streamlining processes where required
- Being passionate about customer service, providing the highest level of ICT support possible, enabling our clinical colleagues to provide the best care they can using ICT supported equipment and applications
About us
GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.
We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.
We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.
We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.
We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women's staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust's mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.
Job description
Job responsibilities
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 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
Our Always Values
Essential
- GOSH Values
- Experience of working as part of a diverse team.
- Experience of contributing to an inclusive workplace culture.
Knowledge & Experience
Essential
- Substantial proven experience in the delivery of customer service
- Substantial proven experience of team working in a busy ICT Service Desk and Support environment
- Sound knowledge of Active Directory administration tasks
- Proven competency with using and supporting Microsoft Office applications, Windows Operating systems, Apple devices, MAC OS & IOS
- Working in an IT Service Desk / Helpdesk environment
- Working knowledge of ITIL Incident & Request Management
Desirable
- Understanding of logical IP networks and troubleshooting
- Working knowledge of healthcare sector, systems & applications e.g. PAS, PACS, EPR
- You need to understand the importance of data confidentiality, data protection and security.
Skills and abilities
Essential
- Attentive to details and able to accurately and appropriately record data
- Confident & professional telephone manner
- Excellent customer focussed attitude and care skills
- The ability to communicate technical issues effectively & concisely to non-technical staff
- The ability to maintain a professional approach and demonstrate excellent interpersonal skills at all times (organisational and communication)
- Have the ability to organise and prioritise work effectively and work well under pressure
- You must be organised and enthusiastic and an active listener
- Have advanced keyboard skills and able to concentrate under pressure
Desirable
- Understanding ITIL principles
- Have an understanding of typical service desk scenarios that can be reported through to the service desk
Education, training and qualifications
Essential
- GCSE Maths & English A-C
- Working towards (or have) recognised IT qualifications
- Customer Services Training
- Microsoft Certified Professional (MCP) or qualified to similar level by experience
Desirable
- Comptia A+ or equivalent
- ITIL Foundation
Person Specification
Our Always Values
Essential
- GOSH Values
- Experience of working as part of a diverse team.
- Experience of contributing to an inclusive workplace culture.
Knowledge & Experience
Essential
- Substantial proven experience in the delivery of customer service
- Substantial proven experience of team working in a busy ICT Service Desk and Support environment
- Sound knowledge of Active Directory administration tasks
- Proven competency with using and supporting Microsoft Office applications, Windows Operating systems, Apple devices, MAC OS & IOS
- Working in an IT Service Desk / Helpdesk environment
- Working knowledge of ITIL Incident & Request Management
Desirable
- Understanding of logical IP networks and troubleshooting
- Working knowledge of healthcare sector, systems & applications e.g. PAS, PACS, EPR
- You need to understand the importance of data confidentiality, data protection and security.
Skills and abilities
Essential
- Attentive to details and able to accurately and appropriately record data
- Confident & professional telephone manner
- Excellent customer focussed attitude and care skills
- The ability to communicate technical issues effectively & concisely to non-technical staff
- The ability to maintain a professional approach and demonstrate excellent interpersonal skills at all times (organisational and communication)
- Have the ability to organise and prioritise work effectively and work well under pressure
- You must be organised and enthusiastic and an active listener
- Have advanced keyboard skills and able to concentrate under pressure
Desirable
- Understanding ITIL principles
- Have an understanding of typical service desk scenarios that can be reported through to the service desk
Education, training and qualifications
Essential
- GCSE Maths & English A-C
- Working towards (or have) recognised IT qualifications
- Customer Services Training
- Microsoft Certified Professional (MCP) or qualified to similar level by experience
Desirable
- Comptia A+ or equivalent
- ITIL Foundation
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).
Employer details
Employer name
Great Ormond Street Hospital for Children NHS Foundation Trust
Address
Great Ormond Street Hospital
Great Ormond Street
London
WC1N 3BH
Employer's website
https://www.gosh.nhs.uk/ (Opens in a new tab)
