IT Support Officer - 1st Line

Job summary

The IT Service Desk provides the single point of contact for first-line IT support, fixes, escalations, and incident management to healthcare staff. Working as part of the Service Desk team, you will have comprehensive experience in providing first-line, technical IT support to corporate users at all levels. Typical activities include the remote installation of software, investigation and triage of technical issues. Alongside this, you will also be responsible for security and user account management. As the first point of contact for all incoming IT issues and requests, you will demonstrate a professional and helpful approach, with excellent telephone and communication skills and effective customer service expertise. This includes regular liaison with second and third line service delivery teams and third party suppliers to escalate issues.

The post will mainly be based at Doncaster Royal Infirmary although you may have to provide cover at other sites as required.

Main duties of the job

Successful candidates will have:

• Experience in an IT Support or Customer Service environment, where they are primarily dealing with people via telephone and e-mail.
• The ability to keep calm and work under pressure. This is essential in order to efficiently handle peaks in demand, and reassure users that their problem will be dealt with.
• A good understanding of IT (i.e. supporting desktop PCs, Laptops, mobile Devices and software) and the ability to quickly learn new systems and concepts. This is essential.
• Good listening and questioning skills and the ability to clearly communicate with users and technical colleagues, via telephone, Teams, e-mail or face to face interaction.
• Candidates will have a good standard of education and be able to demonstrate competency in the use of Microsoft Office applications.
• Experience of working in the NHS and using Helpdesk call logging systems will be an advantage but is not essential.

About us

Doncaster & Bassetlaw NHS FT is one of Yorkshire's Leading acute trusts, serving a population of more than 420,000 across South Yorkshire, North Nottinghamshire, and the surrounding areas. Our services are based over three main hospital sites employing over 6,000 colleagues.

It is our goal to give those who join Team DBTH the tools and opportunities to grow their career, so whether you spend just one year or fifty with us, it's our pledge to help youDevelop,BelongandThrive,Here.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to support a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement commencing at 27 days holiday per year plus bank holidays (pro rata).o Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.