Job summary
The IT Service Centre will provide a single point of contact and liaison for all internal and external IM&T Incidents, Requests and enquiries.
As a member of the team reporting to the Service Desk Manager, the post holder will provide a responsive, customer focussed service, providing extensive 1st/2nd Level IT Support to trust users and stakeholders as directed.
Main duties of the job
Much of the work required of this position requires triaging incidents, owning escalations and managing incoming problems from an early stage through to completion. The post holder will provide 1st/2nd line support to users and all other nominated core patient or other non-clinical applications.
About us
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
- Season Ticket Loans
- NHS discounts for staff
- Excellent Training facilities and opportunities
- Buying and Selling annual leave scheme
- The opportunity to work bank shifts and expand knowledge and experience in other areas
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
Job description
Job responsibilities
In this role you will be responsible for managing incoming queries diagnosing technical problems and triaging complex issues. You will need to remain calm under pressure whilst maintaining a good eye for detail and strong time management.
Working under own initiative you will provide initial assessment, support and triage of raised incidents and requests, with a view to facilitating timely resolution and / or escalation assignment within agreed service levels and targets.
The purpose of the role is to provide point of contact and liaison for all related support escalations and assignments with a view to providing enhanced investigations and timely response resolutions. To provide highly customer service support services delivered within agreed service level targets and agreements.
Encompassing all necessary local and offsite Trust site locations and end users, as directed, the post holder will provide a combination of desk based, remote and telephone support.
The post holder will be responsible for providing technical resolutions or guidance to reported issues and for providing all the relevant accurate information if escalated.
Job description
Job responsibilities
In this role you will be responsible for managing incoming queries diagnosing technical problems and triaging complex issues. You will need to remain calm under pressure whilst maintaining a good eye for detail and strong time management.
Working under own initiative you will provide initial assessment, support and triage of raised incidents and requests, with a view to facilitating timely resolution and / or escalation assignment within agreed service levels and targets.
The purpose of the role is to provide point of contact and liaison for all related support escalations and assignments with a view to providing enhanced investigations and timely response resolutions. To provide highly customer service support services delivered within agreed service level targets and agreements.
Encompassing all necessary local and offsite Trust site locations and end users, as directed, the post holder will provide a combination of desk based, remote and telephone support.
The post holder will be responsible for providing technical resolutions or guidance to reported issues and for providing all the relevant accurate information if escalated.
Person Specification
Qualifications
Essential
- ITIL Foundation Certificate or equivalent
- A Level / IT related NVQ Level 3 or similar accredited vocational work-related IT qualification
- CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience
- Advanced ECDL or equivalent knowledge
Desirable
- Technical IT Degree qualification
Skills
Essential
- Extensive experience of working within defined Service Level Agreements & Service Level Targets
- Relevant experience gained working within an IT Service Desk /Centre Team or equivalent 2nd line Level/Application/Customer support function
- Experience providing application support within an ICT environment
- Relevant IT experience gained working within either 1st or 2nd support tier function
- Extensive experience of providing Application, Software, Hardware
- Extensive experience of working within defined Service Level
- Agreements & Service Level Targets
Desirable
- Understanding of ITIL processes and Service Management
Knowledge
Essential
- Previous knowledge of working in an IT service desk support role
Desirable
- Knowledge of Shared Care Records in the NHS
Person Specification
Qualifications
Essential
- ITIL Foundation Certificate or equivalent
- A Level / IT related NVQ Level 3 or similar accredited vocational work-related IT qualification
- CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience
- Advanced ECDL or equivalent knowledge
Desirable
- Technical IT Degree qualification
Skills
Essential
- Extensive experience of working within defined Service Level Agreements & Service Level Targets
- Relevant experience gained working within an IT Service Desk /Centre Team or equivalent 2nd line Level/Application/Customer support function
- Experience providing application support within an ICT environment
- Relevant IT experience gained working within either 1st or 2nd support tier function
- Extensive experience of providing Application, Software, Hardware
- Extensive experience of working within defined Service Level
- Agreements & Service Level Targets
Desirable
- Understanding of ITIL processes and Service Management
Knowledge
Essential
- Previous knowledge of working in an IT service desk support role
Desirable
- Knowledge of Shared Care Records in the NHS
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).
