Job summary
The post holder will be part of the IT Service Desk providing first line IT support over the telephone. Resolving IT support issues using comprehensive technical expertise and providing excellent customer service to all end users. In addition, the post holder will be responsible for:o Triaging and resolving IT support requests logged to the IT service desk management application.o Imaging IT devices such as PCs, laptops and mobile devices.o Creating and managing user accounts.
Main duties of the job
To provide first line technical IT support to end users by telephone, utilising remote access tools. Use the Trust's service desk management tool to log all IT support issues raised by end users via telephone, email or through the IT portal. Create and manage accounts for IT systems using applications such as Active Directory and NHSmail. Maintain and manage the Configuration Management Data Base is by ensuring all changes are recorded. Maintain and manage the IT service desk's knowledge base by updating and creating new standard operating procedures and how to guides for known fixes and workarounds. To image and configure IT devices including PCs, laptops, Apple devices and Cisco desk phones. Ready for deployment to end users and providing hand over support and documentation. Highlight any inappropriate use of Trust equipment or software to line management. Identify and highlight service improvement opportunities with the post holder's area of work and the IT service desk as a whole. Supporting the roll out of new applications and systems in conjunction with the third line support and project teams.
About us
In this year's NHS staff survey, our employees voted MTW in the top 10 NHS Trusts nationwide and second in the South East of Trusts to work for.
Maidstone and Tunbridge Wells NHS Trust is a large acute hospital Trust in the county of Kent.
The Trust provides a full range of general hospital services and some areas of specialist complex care to around 760,000 people living in the south part of West Kent and the north part of East Sussex.
The Trust's core catchment areas are Maidstone and Tunbridge Wells and their surrounding boroughs. We work from two main clinical sites: Maidstone Hospital and Tunbridge Wells Hospital at Pembury. Tunbridge Wells Hospital opened in 2011 and provides single rooms with en-suites for all in-patients - the first of its kind in the country.
We employ more than 7,000 full and part-time staff in a huge range of clinical and non-clinical roles across both of our hospital sites.
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.
Job description
Job responsibilities
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
We support our staff with disabilities to ensure they have the adjustments they need to be the best they can be in the workplace.Collaborating with Access to Work means that our staff are assessed by experts in the workplace and we ensure that their recommendations are implemented as quickly as possible. You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)
Interview Date: TBC
Job description
Job responsibilities
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
We support our staff with disabilities to ensure they have the adjustments they need to be the best they can be in the workplace.Collaborating with Access to Work means that our staff are assessed by experts in the workplace and we ensure that their recommendations are implemented as quickly as possible. You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)
Interview Date: TBC
Person Specification
Qualifications
Essential
- oBTEC National or Higher National Diploma or equivalent qualifications
- oGCSE English and Maths
- oDemonstratable continued professional development
Desirable
- oMicrosoft Certified Desktop Support or equivalent professional certification
- oCompTIA certification
- oITIL Version 4 Foundation certification
Experience/Knowledge
Essential
- olf no qualifications, at least 3 years' experience of working in a
- oPrevious customer service experience
- oDemonstrable and extensive experience and knowledge of desktop device architecture
- oGood knowledge of networking principles
- oStrong IT technical skills to facilitate the rapid diagnosis and fixing of IT faults over the telephone utilising remote access tools.
- oExperience of supporting Microsoft Windows
- oExperience of installing and supporting Microsoft Office
- oExperience of working in a Microsoft Active Directory environment
Desirable
- oPrevious experience of working in the NHS
- oPrevious experience of supporting clinical IT systems
- oPrevious experience of supporting Apple mobile devices.
Skills
Essential
- oAbility to analyse a range of complex technical issues and propose interim/ permanent resolution as appropriate
- oAbility to explain technical issues in plain English to non-technical people
- oExcellent written skills and demonstrable experience of participating in drafting and proofing technical procedures and system documentation
- oNegotiation, influencing and persuading skills, including handling complaints tactfully
Person Specification
Qualifications
Essential
- oBTEC National or Higher National Diploma or equivalent qualifications
- oGCSE English and Maths
- oDemonstratable continued professional development
Desirable
- oMicrosoft Certified Desktop Support or equivalent professional certification
- oCompTIA certification
- oITIL Version 4 Foundation certification
Experience/Knowledge
Essential
- olf no qualifications, at least 3 years' experience of working in a
- oPrevious customer service experience
- oDemonstrable and extensive experience and knowledge of desktop device architecture
- oGood knowledge of networking principles
- oStrong IT technical skills to facilitate the rapid diagnosis and fixing of IT faults over the telephone utilising remote access tools.
- oExperience of supporting Microsoft Windows
- oExperience of installing and supporting Microsoft Office
- oExperience of working in a Microsoft Active Directory environment
Desirable
- oPrevious experience of working in the NHS
- oPrevious experience of supporting clinical IT systems
- oPrevious experience of supporting Apple mobile devices.
Skills
Essential
- oAbility to analyse a range of complex technical issues and propose interim/ permanent resolution as appropriate
- oAbility to explain technical issues in plain English to non-technical people
- oExcellent written skills and demonstrable experience of participating in drafting and proofing technical procedures and system documentation
- oNegotiation, influencing and persuading skills, including handling complaints tactfully
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.
