Job summary
Please note the PayScale currently in use is Agenda for Change 2023/2024. We will update the 2024/2025 PayScale once confirmed.
Previous applicants need not apply.
A new opportunity for an experienced 1st line support Desk Technician to join a dynamic IT team and make a difference.
In September 2017, NHS England recognised BHFT (Berkshire Healthcare NHS Foundation Trust) as one of the seven digitally advanced mental health trusts and provided funding and international partnership opportunities, to become Global Digital Exemplars over the next three and a half years.
We value our employees and put people first. As a Global Digital Exemplar, we will provide you with an excellent working environment that has just been recognised as having a 'Good' rating overall, being an 'Outstanding', well-led, organisation, and having an 'Outstanding' Older Adults Mental Health Team in our latest CQC inspection, which found that: 'Managers across Berkshire Healthcare promoted a positive culture that supported and valued staff, creating a sense of common purpose based on shared values.'
Working in a passionate team, you will have access to our Trust-wide Learning and Development programme and be supported in your career and personal growth, with opportunities to help you build your Continuing Professional Development portfolio, enabling you to extend your skills and ensure that you excel.
Main duties of the job
- Proactively manage support requests from clients and supporting organisations within operational guidelines, as well as providing support and guidance to colleagues within the wider IT department. This includes acting as the first point of contact for all IT support queries and providing ad-hoc advice to clients of all levels as appropriate.
- Ensuring that the status and history of Service Calls are monitored, up dated and closed on completion and that Service Level Agreements are adhered to.
- Ensure that all IM&T policies and procedures are implemented.
- Analyse and diagnose user requests which will include situations and information, which are wide ranging and require judgement and expertise to decide on the best course of action.
- Responsible for providing expertise, guidance and support for supported Microsoft applications to all service users within Berkshire Healthcare Foundation Trust.
- Providing both user feedback and IT information; this includes retaining responsibility for the progress and resolution of client requests and communicating any updates directly to them.
- Responsible for the escalation and communication of any unresolved support calls to other IT specialist teams and IT management, ensuring all calls are triaged and logged effectively.
- Participate in the implementation of new systems, procedures and changes, which will be indicated by regular reviews of current practices, and suggestions by various user groups and clients.
About us
Berkshire Healthcare NHS Foundation Trust is a specialist mental health and community health services trust. Rated 'outstanding' by the CQC, we're committed to providing the best possible care to people across Berkshire.
We value diversity and are proud to be a Stonewall Top 100 Employer.We work hard to create an inclusive environment where you'll be supported by friendly and professional colleagues to flourish.
Our values at Berkshire Healthcare:
- Caring for and about you is our top priority
- Committed to providing good quality, safe services
- Working Together with you to develop innovative solutions
We welcome people who share these values to come and work for us.
Benefits of working for us include:
- Flexible working options to support work-life balance
- 27 days' annual leave rising with service + opportunity to buy and sell
- Generous NHS pension scheme
- Excellent learning and career development opportunities
- 'Cycle to Work' and car leasing scheme including electric vehicles
- Access to a range of wellbeing tools and services
- Discounts at hundreds of popular retailers and restaurants
- Staff networks for race, diversity, disabilities, the environment and armed forces community to support equality
- Generous maternity, paternity, adoption and special leave
- Free parking across Trust sites
If you share our values and would like to come and work for us, please submit your application as soon as possible as we'll occasionally close roles early that have a high number of applications.
Job description
Job responsibilities
The 3/4 must haves for you to be considered for this role:
- Experience in an IT Support Desk environment
- Customer service awareness and commitment to delivering
- Good interpersonal skills
- A sound working knowledge of Microsoft Office 365 support
For further information about the role, please see attached job description and person specification.
We strongly encourage you to review how you meet the criteria in the person specification and write about this point-by-point in your supporting statement for the best chance of being shortlisted.
Were committed to equal opportunities and welcome applications from all sections of the community. Our commitment to inclusion is reflected in our accreditations: Race Equality Matters Silver Trailblazer, Neurodiversity in Business Corporate Member, Disability Confident Leader, Carer Confident Level 2, and the Armed Forces Covenant Gold Award. Reasonable adjustments will be provided to candidates as needed.
We welcome a conversation about flexibility and any other questions you may have. Please don't hesitate to call: Lloyd McIntosh on 03003652438 or email: lloyd.mcintosh@berkshire.nhs.uk who'll be delighted to help.
Please note, if we receive a high number of applications, we may close this role earlier than the advertised closing date, so please submit your application as soon as possible.
Job description
Job responsibilities
The 3/4 must haves for you to be considered for this role:
- Experience in an IT Support Desk environment
- Customer service awareness and commitment to delivering
- Good interpersonal skills
- A sound working knowledge of Microsoft Office 365 support
For further information about the role, please see attached job description and person specification.
We strongly encourage you to review how you meet the criteria in the person specification and write about this point-by-point in your supporting statement for the best chance of being shortlisted.
Were committed to equal opportunities and welcome applications from all sections of the community. Our commitment to inclusion is reflected in our accreditations: Race Equality Matters Silver Trailblazer, Neurodiversity in Business Corporate Member, Disability Confident Leader, Carer Confident Level 2, and the Armed Forces Covenant Gold Award. Reasonable adjustments will be provided to candidates as needed.
We welcome a conversation about flexibility and any other questions you may have. Please don't hesitate to call: Lloyd McIntosh on 03003652438 or email: lloyd.mcintosh@berkshire.nhs.uk who'll be delighted to help.
Please note, if we receive a high number of applications, we may close this role earlier than the advertised closing date, so please submit your application as soon as possible.
Person Specification
Education/Qualifications/Training
Essential
- Microsoft Certified or equivalent level of knowledge
Desirable
- European Computer Driving Licence Qualified or equivalent level of knowledge
- Understanding of an ITIL service management framework and application to multiple organisations
Continuous Professional Development
Essential
- A sound working knowledge of Microsoft Office 365 support
Desirable
- Evidence of continuous personal and professional development
- Expert in the use of MS office applications
Previous Experience
Essential
- Experience in an IT Support Desk environment
Desirable
- Experience of providing diverse services to multiple customers
- Detailed technical understanding of the theory and practice of Desktop and Server infrastructures including local area network hardware and software components
- Experience of working in a NHS support environment
- Advanced keyboard use on a daily basis to RSA 2/3 or Equivalent
Knowledge, Skills & Abilities
Essential
- Negotiation and influencing experience
- Ability to work to deadlines and act under pressure
- Ability to prioritise workload for self and others
- Ability to show and work on own initiative
- Logical and methodical approach to working
- A clear understanding of, and knowledge about, information and information technology requirements as applicable to a large multi-faceted, multi-site organisations
- Customer service awareness and commitment to delivering
Additional Requirements
Essential
- Self-motivated and corporate team player
- Good interpersonal skills
- Confidence, enthusiasm and commitment to finding new ways of working
- Professional flexible manner Ability and integrity to act with considerable freedom for the benefit of IT users and services in the Berkshire Health Economy
Person Specification
Education/Qualifications/Training
Essential
- Microsoft Certified or equivalent level of knowledge
Desirable
- European Computer Driving Licence Qualified or equivalent level of knowledge
- Understanding of an ITIL service management framework and application to multiple organisations
Continuous Professional Development
Essential
- A sound working knowledge of Microsoft Office 365 support
Desirable
- Evidence of continuous personal and professional development
- Expert in the use of MS office applications
Previous Experience
Essential
- Experience in an IT Support Desk environment
Desirable
- Experience of providing diverse services to multiple customers
- Detailed technical understanding of the theory and practice of Desktop and Server infrastructures including local area network hardware and software components
- Experience of working in a NHS support environment
- Advanced keyboard use on a daily basis to RSA 2/3 or Equivalent
Knowledge, Skills & Abilities
Essential
- Negotiation and influencing experience
- Ability to work to deadlines and act under pressure
- Ability to prioritise workload for self and others
- Ability to show and work on own initiative
- Logical and methodical approach to working
- A clear understanding of, and knowledge about, information and information technology requirements as applicable to a large multi-faceted, multi-site organisations
- Customer service awareness and commitment to delivering
Additional Requirements
Essential
- Self-motivated and corporate team player
- Good interpersonal skills
- Confidence, enthusiasm and commitment to finding new ways of working
- Professional flexible manner Ability and integrity to act with considerable freedom for the benefit of IT users and services in the Berkshire Health Economy
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.
