Job summary
IT Service Desk Agent
Division: Corporate
Care Group: IT
Band: 4
Salary: £25,147 - £27,596 per annum/pro rata
Interview Date: Thursday 19th October 2023
We are recruiting for a IT Service Desk Agentwho shares our ambition and vision to deliver theBest of Care by the Best Peopleand has the drive to take us forward, by ensuring that the Trust continues to be the first choice for patients and our staff.
Main duties of the job
Monitor call queue, ensuring customer service levels are maintained, highlighting and escalating any potential issues or exposures to senior colleagues.
Identify repeat calls, and escalate so solutions can be implemented to reduce or eliminate those repeat calls.
Ensure inventory of all hardware and software is maintained and documented to agreed standards.
Undertake build, configuration and delivery of client hardware to end users with complete hand over support and documentation.
Ensure the configuration management data base (CMDB) is regularly updated with all hardware and software configuration items to support accurate customer billing.
Provide routine repairs and upgrades and respond to any unexpected system faults/failures, ensuring all major issues are escalated to Desktop Services Manager.
Our values areBold,Every Person Counts,Sharing and Open andTogether. It is important that you understand and to refer to our values when completing your application and always reflect our values throughout your employment with the Trust.
We are committed to endorsing diversity, multiculturalism, and inclusion; our policies / procedures ensure that all applicants are treated fairly at every stage of the recruitment process.
To contribute to our exciting future and become part of our team, apply today.
About us
Here at Medway, we pride ourselves on working together as one to ensure that our shared vision of Better, Best, Brilliant is achieved. Our culture and values are what drives the Trust and is the heartbeat of who we are as an organisation.
Our Trust is a great choice for people who want to develop their career in an ambitious environment.
Would you like to work flexibly? In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement which will not mean sacrificing time for personal interests or family commitments. We aim to support you to work flexibly in a way that will suit you and us.
All of our substantive & fixed term employees can enjoy a range of staff benefits, a gym, an active health and wellbeing programme, an on-site nursery and a cycle to work scheme.
We are taking positive action to ensure that we can attract, recruit and retain the best talent and would welcome more applicants from under - represented groups to support the Trusts commitment to a diverse, inclusive and an employer of choice workforce.
All staff at Medway comply the Trust's and the Kent and Medway Safeguarding Board's policies on safeguarding children, young people and vulnerable adults.
Job description
Job responsibilities
Key Working Relationships:
Receive all incoming customer support calls in a friendly and professional manner ensuring the details of the problem are recorded clearly and concisely within the IT service desk system. Call logs must be sufficiently detailed to allow the recipient to take action to resolve the problem.
Assess incoming calls in terms of which team or individual should resolve it and provide details to the relevant officer for action on the IT service desk system.
Act as the focal point of communications for the customer to keep them informed of progress, resolution dates, escalation paths and advice from suppliers and ensure that any problems are dealt with proactively.
Undertake the administration and validation of user accounts for network login, NHSmail and IT systems. Ensure all requests for access are supported by an application form with line manager authorisation.
The post-holder is expected to understand, meet and exceed their customers' requirements and have the ability to explain IT issues to non IT staff.
Facilitate the Trusts IT Service Desk, including resolution of routine issues and queries remotely and providing advice and support on the use of corporate and clinical IT systems.
Processing of escalations and co-ordination of communications for IT issues and problems.
Log faults with 3rd party Service Desks as requested by Line Manager or other Trust staff that are authorized to raise logs. To ensure that the minimum data set information is provided for each call logged and that regular communication is maintained with the 3rd party service desk until the call is resolved. To ensure that for each call logged to 3rd party service desks, there is a corresponding log on the Trusts IT Helpdesk.
Make the Service Delivery Manager aware of any recurring problems which users seem to be experiencing, so that a more comprehensive and effective solution can be applied.
Job description
Job responsibilities
Key Working Relationships:
Receive all incoming customer support calls in a friendly and professional manner ensuring the details of the problem are recorded clearly and concisely within the IT service desk system. Call logs must be sufficiently detailed to allow the recipient to take action to resolve the problem.
Assess incoming calls in terms of which team or individual should resolve it and provide details to the relevant officer for action on the IT service desk system.
Act as the focal point of communications for the customer to keep them informed of progress, resolution dates, escalation paths and advice from suppliers and ensure that any problems are dealt with proactively.
Undertake the administration and validation of user accounts for network login, NHSmail and IT systems. Ensure all requests for access are supported by an application form with line manager authorisation.
The post-holder is expected to understand, meet and exceed their customers' requirements and have the ability to explain IT issues to non IT staff.
Facilitate the Trusts IT Service Desk, including resolution of routine issues and queries remotely and providing advice and support on the use of corporate and clinical IT systems.
Processing of escalations and co-ordination of communications for IT issues and problems.
Log faults with 3rd party Service Desks as requested by Line Manager or other Trust staff that are authorized to raise logs. To ensure that the minimum data set information is provided for each call logged and that regular communication is maintained with the 3rd party service desk until the call is resolved. To ensure that for each call logged to 3rd party service desks, there is a corresponding log on the Trusts IT Helpdesk.
Make the Service Delivery Manager aware of any recurring problems which users seem to be experiencing, so that a more comprehensive and effective solution can be applied.
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent experience
Knowledge
Essential
- Knowledge of NHS computer system(s), hardware or software and procedures
- Knowledge of elements of IT Infrastructure
Experience
Essential
- Experience and knowledge of ITIL
- NHS IT/Clinical IT Systems Experience
- Experience of close working with healthcare professionals
Values Based Question
Essential
- Give an example of a time where you have demonstrated a 'can do' attitude (including the situation you were in) and the outcome
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent experience
Knowledge
Essential
- Knowledge of NHS computer system(s), hardware or software and procedures
- Knowledge of elements of IT Infrastructure
Experience
Essential
- Experience and knowledge of ITIL
- NHS IT/Clinical IT Systems Experience
- Experience of close working with healthcare professionals
Values Based Question
Essential
- Give an example of a time where you have demonstrated a 'can do' attitude (including the situation you were in) and the outcome
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).
