IT Service Desk Senior Assistant

Job description

Job responsibilities

• Educated to NVQ Level III or with equivalent experience, preferably educated to degree level or equivalent in depth experience in an IT related subject, relevant technical certifications or qualifications.
• Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
• Substantial experience of end user first level support experience
• Technical knowledge of IT hardware, operating systems and end-user productivity tools.
• Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
• Experience in using and maintaining databases.
• Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems
• Familiarity with on-line technical and support resources.
• Possess ITIL Green Badge certification.
• Possess Service Desk Institute Service Desk Analyst qualifications.
• Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
• Demonstrated recent development of knowledge and skills in support of the Service Desk role.
• Relevant NHS experience is desirable.

• Analytical & Judgemental Skills
• Able to identify and understand key facts and issues from caller telephone conversations, and triage this in relation to following the most appropriate resolution course
• Demonstrated analytical skills

• Planning & Organisational Skills
• Management of the Service Desk call log in association with the second level support teams to ensure that all calls are accurately logged, and that users are appraised of call status where appropriate
• Management of hardware and software fault call logs for tracking third party support calls
• Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced

• Physical Skills
• Keyboard skills are essential, with accuracy of input paramount to ensure accuracy of information recorded in the call logging system
• Familiarity with use of telephony accessories used within a call centre environment

• Responsibility for Patient/Client Care
• Assist patients and members of the public through incidental contact.

• Responsibility for Policy & Service Development
• Responsible for following and implementing policies relating to working within the IT function
• Responsible for proposing changed or updated policies relating to working within the IT function
• Assist with development and assessment of new operational policies and guidelines within the IT function

• Responsibility for Financial & Physical Resources
• Responsible for the safe and secure use of expensive equipment.
• Responsible for the safe and secure receipt, handling and storage of expensive equipment
• Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced
• Responsible for purchase of IT related assets

• Responsibility for Human Resources
• Train Trust and other organisation staff in the use of the Service Desk system
• Supervise more junior members of staff
• Deputise for the Service Desk Administrator in their absence

• Responsibility for Information Resources
• Management and development of the IT hardware and software databases to ensure that all relevant Trust and supported third party organisation assets are accurately recorded and tracked
• Working with the Data Comms manager to integrate the asset information from SMS into the Service Desk databases
• Working with the directory administrator to integrate the user information from the directories into the Service Desk databases
• Creation and maintenance of directory entries in Service Desk and Active Directory
• Production of performance statistics to assist the IT department in management and improvement of the support function, including the production of the necessary reports for managing third party service level agreements

• Responsibility for Research & Development
• Regularly undertake equipment testing
• Regularly undertake end user satisfaction surveys
• Regularly undertake audits of asset database accuracy and completeness

Person Specification

Experience

Essential

• Strong experience of working in a customer service environment, not necessarily IT.
• Substantial experience of first and second line IT support in a highly complex environment.
• Familiarity with use of Service Desk software systems.
• Use of Microsoft operating systems, including installation, repair, service pack installation, upgrading, configuration.
• Familiarity with Microsoft end user productivity applications, including installation, configuration and basic use.

Skills

Essential

• Effective communication with all levels of users.
• Strong telephone call handling skills.
• Proficient at dealing with "difficult" customers whilst retaining a calm and friendly manner.
• Able to work with support staff from third party organisations.

Knowledge

Essential

• Knowledge of PC hardware and operating systems, including installation, support and troubleshooting.
• Knowledge of PC peripherals, including installation, support and troubleshooting.
• Familiarity with Microsoft product families and technologies, Intel x86 based desktop and server platforms.

Desirable

• Familiarity with NHS.

Qualifications

Essential

• Educated to NVQ Level III or equivalent experience.
• Familiar with Microsoft Office product family from a user and support perspective.
• Possess ITIL Green Badge certification.
• Possess Service Desk Institute Service Desk Analyst qualifications.

Desirable

• Educated to degree level or equivalent level in depth experience in an IT related subject.
• Certification from Microsoft or similar.

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.

Certificate of Sponsorship

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

Gateshead Health NHS Foundation Trust

Address

IT Department

QE Hospital

Gateshead

NE9 6SX

Employer's website

https://www.qegateshead.nhs.uk (Opens in a new tab)