Job summary
Ashford and St Peters Hospitals NHS Foundation Trust (ASPH) are looking to recruit a new IT Service Desk Technician to our proactive team. We provide a supportive environment which encourages self-development and allows staff to set time aside for further education. We encourage our IT Service Desk Technicians to work closely with the senior engineering teams to gain valuable experience and to be vocal with their ideas
Main duties of the job
Using the information provided by users (which may be sketchy and incomplete) either by self-logged tickets, telephone or in person, the post holder will use their knowledge and judgement to decide the best course of action for supporting the user. This could be by resolving the issue immediately or escalating the issue with senior staff and/or national helpdesk systems/3rd party suppliers.
The range of issues dealt with includes
- application problems
- hardware faults
- network issues
- lack of user understanding
- software errors
- training needs, and IT related advice requests
The candidate will be expected to develop the skills to resolve a growing proportion of calls themselves, either by talking the user through the procedure, or by using Remote Control software to access the user's device directly.
About us
Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.
Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Ashford, Surrey and St Peter's, Chertsey, Surrey.
We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.
Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around our patient care.
Please see the supporting links which you can find on the right-hand side of this job advert. There is guidance on how to make an application on NHS Jobs as well as more information about joining the ASPH Team
Although it isn't the Trusts normal practice, adverts may close early, so applicants are encouraged to submit an application as soon as possible.
Job description
Job responsibilities
The IT Service Desk Technician provides the first point of contact for users experiencing difficulties with IT systems and services. The successful applicant will deliver high quality telephone and face-to-face IT support to Trust staff of all levels. Good written and verbal communication skills are essential, as is the ability to speak to staff about potentially complex IT issues in plain English. The candidate must be organised, calm and courteous in all situations. The candidate must be a good team player and show a willingness to learn and develop additional skills. A working knowledge of Microsoft Windows 10/11, iOS and Microsoft Office (standard and 365) suites is required.
The successful applicant will be employed as part of a team of support staff responsible for delivering a high quality, professional front line service. The ASPH IT Department supports over 4,000 staff spread across two main sites and a further 2 community sites. We have a range of devices such as traditional desktops and laptops, plus a growing inventory of tablet and smart phone devices (mainly iOS).
ASPH is a supportive and inclusive organisation, we offer opportunities for learning & development, a well-being centre, access to the NHS pension scheme, work perks, NHS discounts, opportunities for flexible working and on-site childcare provision (nursery).
Job description
Job responsibilities
The IT Service Desk Technician provides the first point of contact for users experiencing difficulties with IT systems and services. The successful applicant will deliver high quality telephone and face-to-face IT support to Trust staff of all levels. Good written and verbal communication skills are essential, as is the ability to speak to staff about potentially complex IT issues in plain English. The candidate must be organised, calm and courteous in all situations. The candidate must be a good team player and show a willingness to learn and develop additional skills. A working knowledge of Microsoft Windows 10/11, iOS and Microsoft Office (standard and 365) suites is required.
The successful applicant will be employed as part of a team of support staff responsible for delivering a high quality, professional front line service. The ASPH IT Department supports over 4,000 staff spread across two main sites and a further 2 community sites. We have a range of devices such as traditional desktops and laptops, plus a growing inventory of tablet and smart phone devices (mainly iOS).
ASPH is a supportive and inclusive organisation, we offer opportunities for learning & development, a well-being centre, access to the NHS pension scheme, work perks, NHS discounts, opportunities for flexible working and on-site childcare provision (nursery).
Person Specification
Qualifications & Further Training
Essential
- Educated to at least HNC level, or equivalent qualifications or workplace experience
Desirable
- Working towards additional recognised IT qualifications such as MCSE (Microsoft Certified Systems Engineer) CompTIA A+, BTEC National Certificate and Diploma IT Practitioners, City & Guilds (E-Quals) IT Practitioners Certificate and Advanced Diploma (7266), or OCR (iPRO) Certificate for IT Practitioners.
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards
Experience
Essential
- Experience of dealing with enquiries and investigating solutions in a modern IT environment.
- Experience in the delivery of customer service both face to face and remotely.
- Experience of working in team environments.
Desirable
- Previous telephone support experience in a first line role.
- Some exposure to TCP/IP networking support.
- Previous experience of Service Desk and service management tools.
- Previous experience of testing and/or training IT systems
Knowledge
Essential
- Good understanding of Active Directory
- Good practical experience of Microsoft Windows 10 and 11, Microsoft 365
Desirable
- Reasonable understanding of database principles, with a view to data input and manipulation.
Skills
Essential
- Confident and personable telephone manner
- Good analysis and problem solving skills
- Ability to work under pressure and concentrate for long periods of time
- Ability to communicate technical issues effectively and concisely to non-technical staff
Desirable
- Ability to delegate duties to temporary work experience staff
Person Specification
Qualifications & Further Training
Essential
- Educated to at least HNC level, or equivalent qualifications or workplace experience
Desirable
- Working towards additional recognised IT qualifications such as MCSE (Microsoft Certified Systems Engineer) CompTIA A+, BTEC National Certificate and Diploma IT Practitioners, City & Guilds (E-Quals) IT Practitioners Certificate and Advanced Diploma (7266), or OCR (iPRO) Certificate for IT Practitioners.
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards
Experience
Essential
- Experience of dealing with enquiries and investigating solutions in a modern IT environment.
- Experience in the delivery of customer service both face to face and remotely.
- Experience of working in team environments.
Desirable
- Previous telephone support experience in a first line role.
- Some exposure to TCP/IP networking support.
- Previous experience of Service Desk and service management tools.
- Previous experience of testing and/or training IT systems
Knowledge
Essential
- Good understanding of Active Directory
- Good practical experience of Microsoft Windows 10 and 11, Microsoft 365
Desirable
- Reasonable understanding of database principles, with a view to data input and manipulation.
Skills
Essential
- Confident and personable telephone manner
- Good analysis and problem solving skills
- Ability to work under pressure and concentrate for long periods of time
- Ability to communicate technical issues effectively and concisely to non-technical staff
Desirable
- Ability to delegate duties to temporary work experience staff
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.
