Job summary
The post holder will provide 1st level IT support services as part of the IT Service Desk for all IT Requests / Incidents whilst assisting and supporting the 2nd/3rd level engineers, for IT Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both internally to IT and all IT Users within the Trust.
The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.
They will also liaise with and provide 1st level assistance and support to external suppliers, contractors and other external call centres.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. For this role, we offer career pathways to Workspace Engineer. In addition, we offer ongoing training and development in Microsoft products, membership to the BCS.
Main duties of the job
- Handling of telephone, email and Instant message (IM) requests for service and support Creating, updating, responding, satisfying and closing requests and incidents
- Ensuring all data recorded is complete, accurate and valid Triage of user incidents / requests
- Prioritisation / escalation of calls in accordance with Service Level Agreements (SLA's) and Operational Level Agreements (OLA's_
- Identifying current trends that would indicate an underlying problem and draw it to management attention
- Creating and modification of user accounts
- Researching and Trouble-shooting user incidents / requests
- 1st Line Remote support of all user devices *PCs/Tablets/ Mobile Phones) Rostered "Business as Usual" Tasks/Checks
- Up-to-date record keeping, ensuring all data recorded is accurate and creates an audit trail Adherence to all Trust Policies & Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act.
Flexible working:
As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 08:00 to 18:00 - you may also be required to work on the out of hours rota, giving you the very best of good work life balance.
About us
We are a small dynamic, hardworking team based in the Bromley and Beckenham area.
About our locations:
St Pauls
St Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.
Job description
Job responsibilities
Respond promptly to requests for support/service in person, via telephone, email, IM or other digital method
Accurately diagnose, triage and/or resolve technical hardware and software issues
Research questions as necessary using available information resources for inclusion into the knowledge base
Communicate and advise users on appropriate steps to resolve issues (including workarounds) Accurately log all IT Service Desk interactions through IT Service Desk software and processes Direct or escalate requests, incidents or problems to correct personnel as required, with accurate and triaged information.
Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process
Participate in regular targeted team meetings and training sessions.
Follow the ITIL method for Service Desk to include:
- Single Point of contact (SPOC)
- Single Point of entry
- Single Point of exit
- Easier for customers
- Streamlined communication channel
- Incident Control: Life-cycle management of all service requests
- Communication: keeping customers informed of progress and advising on workarounds Manage day-to-day relationships and request fulfilment with the users of the Trust
- Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required
- Assist to implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.
The above indicated the main duties of the post, which may be reviewed in the light of experience and developments within the Service. Any review will be undertaken in conjunction with the post holder.Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business
Negotiate with users, including clinicians and managers
Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.
Job description
Job responsibilities
Respond promptly to requests for support/service in person, via telephone, email, IM or other digital method
Accurately diagnose, triage and/or resolve technical hardware and software issues
Research questions as necessary using available information resources for inclusion into the knowledge base
Communicate and advise users on appropriate steps to resolve issues (including workarounds) Accurately log all IT Service Desk interactions through IT Service Desk software and processes Direct or escalate requests, incidents or problems to correct personnel as required, with accurate and triaged information.
Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process
Participate in regular targeted team meetings and training sessions.
Follow the ITIL method for Service Desk to include:
- Single Point of contact (SPOC)
- Single Point of entry
- Single Point of exit
- Easier for customers
- Streamlined communication channel
- Incident Control: Life-cycle management of all service requests
- Communication: keeping customers informed of progress and advising on workarounds Manage day-to-day relationships and request fulfilment with the users of the Trust
- Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required
- Assist to implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.
The above indicated the main duties of the post, which may be reviewed in the light of experience and developments within the Service. Any review will be undertaken in conjunction with the post holder.Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business
Negotiate with users, including clinicians and managers
Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.
Person Specification
Qualifications
Essential
- Good level of general education, preferably to GCSE level standard
- Evidence of professional development
Desirable
Experience
Essential
- Facilitation of a customer focused culture within the team
- Ability to time manage and organise workload ensuring all priorities are met
- Ability to work under pressure to tight time constraints
Desirable
- Previous experience of working in a Service Desk
- Relevant experience in supporting users with various operating systems / Devices
- Experience in a similar fast paced, results-driven IT Helpdesk/Service Support role
- Experience of working to Service Level Agreements / Operational Level Agreements
Knowledge and Skills
Essential
- Ability to produce / maintain clear precise records
- Understanding of Service Level / Operational Level Agreements and their usage
- Understanding of ITIL key principals
- Excellent, precise written and verbal communication skills
- Logical and reasoned approach to all work aspects
- Self-Motivated with a strong work ethic and desire to progress
- Excellent team skills and ability to work with all Trust individuals/teams/departments
- Produce documentation and reports to a high standard
Desirable
- Working knowledge of: Windows 7/8, AD Account Creation/Modification, MS Email / Outlook 365, Exchange Account creation/modification, Outlook (Rules, out of office, permissions, folders), Office 2010/2013, Web Browsers, Printer configuration and troubleshooting
- Analyse, interpret and understand user data formulating it into a usable IT incident / request
- Express / translate complex issues in an easily understood manner to a range of audiences
Person Specification
Qualifications
Essential
- Good level of general education, preferably to GCSE level standard
- Evidence of professional development
Desirable
Experience
Essential
- Facilitation of a customer focused culture within the team
- Ability to time manage and organise workload ensuring all priorities are met
- Ability to work under pressure to tight time constraints
Desirable
- Previous experience of working in a Service Desk
- Relevant experience in supporting users with various operating systems / Devices
- Experience in a similar fast paced, results-driven IT Helpdesk/Service Support role
- Experience of working to Service Level Agreements / Operational Level Agreements
Knowledge and Skills
Essential
- Ability to produce / maintain clear precise records
- Understanding of Service Level / Operational Level Agreements and their usage
- Understanding of ITIL key principals
- Excellent, precise written and verbal communication skills
- Logical and reasoned approach to all work aspects
- Self-Motivated with a strong work ethic and desire to progress
- Excellent team skills and ability to work with all Trust individuals/teams/departments
- Produce documentation and reports to a high standard
Desirable
- Working knowledge of: Windows 7/8, AD Account Creation/Modification, MS Email / Outlook 365, Exchange Account creation/modification, Outlook (Rules, out of office, permissions, folders), Office 2010/2013, Web Browsers, Printer configuration and troubleshooting
- Analyse, interpret and understand user data formulating it into a usable IT incident / request
- Express / translate complex issues in an easily understood manner to a range of audiences
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).
