Job summary
London Ambulance is recruiting, are you an IT professional looking to move into a role where you can make a difference?
Do you have a professional and positive can do attitude in addition to being committed to offering outstanding customer support?
As a successful support analyst, your role will involve being the first point of contact for end users with regards to their IT issues which includes iPads, Mobile Phones, Laptops and Desktop computers.
In most cases this will be in the form of telephone support where you will remotely triage and resolve problems or escalate them to more technical teams.
As you may expect from a 24/7 emergency service, we support our operation and patient facing staff throughout the day and night. This role does involve working to a 7 day shift rota which is currently setup to support the organisation between 7:30 and 20:00.
Previous applicants need not apply.
Main duties of the job
We are looking for experienced support analysts ideally with experience and expertise with Dell computer hardware, Apple iPads, Samsung Mobile phones as well as with general IT support. Its not a problem if you have other experience as your inquisitive mind and desire to learn will bring you up to speed with the technologies that we currently use.
Your day to day will be:
- Supporting the organisation with service requests and incidents.
- Working to Service Level Agreements you will need to triage and fix a wide range of technical issues.
- Escalating issues and problems to more technical teams or 3rd party providers.
- Assisting users with problems and issues with their IT equipment, including A/V such as projectors and televisions.
- Administrating various systems for user access including Active Directory and NHS Mail.
- Sharing your expertise by creating knowledge articles and user guides to assist our end users and new members of staff.
About us
London Ambulance Service NHS Trust is the busiest ambulance Trust in the UK. We are seeking someone who will fit with the Trust values of being respectful, professional, innovative and collaborative.
We are a critical to the success of the Trust by providing 1st line call handling and triage of IT issues. As you may expect we are a very a busy team and have to contend with variable service demands as well as extremely high call rates when systems fail. We strive to offer excellent customer service and are committed to improving the way we work in order to support our user base effectivity and efficiently.
Annual leave starts at 27 days rising to 33 days, plus bank holidays, in line with agenda for change (NHS terms and conditions).
Employees can access Blue Light (emergency services) discounts as well as NHS discount schemes.
Applicants should familiarise themselves with the new NHS pay progression system introduced from 1 April 2019 as well as the NHS pay deal regarding moves from Annex 5 (previously Annex E) to section 2 unsocial hours provision when considering new posts in the NHS.
Job description
Job responsibilities
- Working within ITIL processes, receive and record all incidents and requests reported to the Service Desk onto the Service Desk ticketing system.
- Provide initial 1st/2nd line technical assessment and support to LAS staff.
- Accurately diagnose technical issues and perform standard preliminary research using available resources.
- Own, monitor and escalate all incidents according to agreed service levels.
- Keep users informed on the status and progress of their reported incident or request.
- Carry out testing, installation, configuration and implementation of new and upgraded equipment including phones, laptops and mobile devices.
- Assist in the production of new documentation and work procedures.
- Assist in the maintenance of IT asset inventories as required, keep accurate records of the equipment and location using the Service Desk system.
- Communicate with internal customers using various methods including email or the Intranet with information such as IM&T maintenance works, changes, roll out of new services, and promote new IM&T services that are available.
- Provide instructions and guidance for the handling of sensitive information relating to staff and patient data, including security and backup strategies.
- Provide advice to LAS staff on IM&T related topics including PC security, passwords, viruses, backup procedures, software licensing, VDU legislation, restore and recovery of data and requirements of the Data Protection Act and knowledge of all appropriate procedures.
- Implement IM&T policies and propose changes to policies where appropriate.
- Liaise and maintain good working relationships with internal departments to provide a customer focussed service.
- Liaise and negotiate with internal and external customers to meet IT requirements in an efficient and cost effective way.
- Maintain and administer systems critical to the provision of IM&T services to the Trust.
- Carry out other relevant duties as required.
Job description
Job responsibilities
- Working within ITIL processes, receive and record all incidents and requests reported to the Service Desk onto the Service Desk ticketing system.
- Provide initial 1st/2nd line technical assessment and support to LAS staff.
- Accurately diagnose technical issues and perform standard preliminary research using available resources.
- Own, monitor and escalate all incidents according to agreed service levels.
- Keep users informed on the status and progress of their reported incident or request.
- Carry out testing, installation, configuration and implementation of new and upgraded equipment including phones, laptops and mobile devices.
- Assist in the production of new documentation and work procedures.
- Assist in the maintenance of IT asset inventories as required, keep accurate records of the equipment and location using the Service Desk system.
- Communicate with internal customers using various methods including email or the Intranet with information such as IM&T maintenance works, changes, roll out of new services, and promote new IM&T services that are available.
- Provide instructions and guidance for the handling of sensitive information relating to staff and patient data, including security and backup strategies.
- Provide advice to LAS staff on IM&T related topics including PC security, passwords, viruses, backup procedures, software licensing, VDU legislation, restore and recovery of data and requirements of the Data Protection Act and knowledge of all appropriate procedures.
- Implement IM&T policies and propose changes to policies where appropriate.
- Liaise and maintain good working relationships with internal departments to provide a customer focussed service.
- Liaise and negotiate with internal and external customers to meet IT requirements in an efficient and cost effective way.
- Maintain and administer systems critical to the provision of IM&T services to the Trust.
- Carry out other relevant duties as required.
Person Specification
Qualifications, Accreditations, Education
Essential
- Educated to degree level in IT related subject or equivalent experience
- Professional IT qualifications i.e. Microsoft Certified Professional / MCSE or ability to obtain qualification
- ITIL Foundation level qualified or ability to obtain qualification
Experience
Essential
- Demonstrable IT support experience in a user/customer support environment
- Experience of handling and exchanging equipment and liaising with suppliers
- Experience of using a Service Desk (Helpdesk) system to log and remedy tickets
- Experience of an ITIL based Service Desk environment or equivalent
Knowledge and Skills
Essential
- Active Directory - Active Directory/file share management
- Cisco IP Phone account management
- IOS/Apple mobile devices
- Excellent written and oral communication skills including the ability to record information accurately and efficiently direct from customers by telephone and from email
- Ability to effectively communicate with all levels of internal and external customers using techniques appropriate to the audience
- Ability to use tact, influencing and diplomacy skills to aid in communication and discussion with customers, particularly where information is contrary to their assumptions or expectations
- Ability to network successfully with all levels of personnel within the service in order to provide a customer focussed service
- Advanced keyboard skills, including the ability to input a large amount of data quickly and accurately
Personal Abilities
Essential
- Evidence of personal and career development
- Excellent interpersonal skills including the ability to negotiate and persuade
- Excellent team working skills
- Ability to work under pressure and to deadlines without compromising standards of performance
- Accurate, with attention to detail
Person Specification
Qualifications, Accreditations, Education
Essential
- Educated to degree level in IT related subject or equivalent experience
- Professional IT qualifications i.e. Microsoft Certified Professional / MCSE or ability to obtain qualification
- ITIL Foundation level qualified or ability to obtain qualification
Experience
Essential
- Demonstrable IT support experience in a user/customer support environment
- Experience of handling and exchanging equipment and liaising with suppliers
- Experience of using a Service Desk (Helpdesk) system to log and remedy tickets
- Experience of an ITIL based Service Desk environment or equivalent
Knowledge and Skills
Essential
- Active Directory - Active Directory/file share management
- Cisco IP Phone account management
- IOS/Apple mobile devices
- Excellent written and oral communication skills including the ability to record information accurately and efficiently direct from customers by telephone and from email
- Ability to effectively communicate with all levels of internal and external customers using techniques appropriate to the audience
- Ability to use tact, influencing and diplomacy skills to aid in communication and discussion with customers, particularly where information is contrary to their assumptions or expectations
- Ability to network successfully with all levels of personnel within the service in order to provide a customer focussed service
- Advanced keyboard skills, including the ability to input a large amount of data quickly and accurately
Personal Abilities
Essential
- Evidence of personal and career development
- Excellent interpersonal skills including the ability to negotiate and persuade
- Excellent team working skills
- Ability to work under pressure and to deadlines without compromising standards of performance
- Accurate, with attention to detail
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).
