Job summary
We are looking for highly motivated and enthusiastic individuals to join our busy Service Delivery Centre within the Health Informatics Service (THIS). THIS provides an IM&T services to the local Hospitals (acute) Trusts, and throughout the wider NHS Health community.You will need to demonstrate strong communication skills at all levels, together with time management, organisational skills and a high degree of accuracy. The ability to work as a member of a team in a busy and challenging environment is essential.
Main duties of the job
To ensure IT expertise and support is provided within the health community following standardised processes to promote efficiency and reliability of the customer's hardware estate.
To ensure that all hardware and software being installed meets agreed standards, is fully compatible with the established base, and allows a successful transition from the previous platform or process.
To raise the profile of the Informatics IT service, in particular to establish a reputation for providing an effective and responsive service.
To identify how each reported problem should be resolved, to request additional resources if necessary and ensure that all work is undertaken to the satisfaction of the customer.
Where necessary refer problems to a more appropriate specialist source or agency (third party) for resolution, and ensure prompt response from such a referral in line with SLA's.
About us
Calderdale & Huddersfield NHS Foundation Trust is a dynamic and successful organisation with a strong organisational and personal development focus. With over 5,500 employees and a turnover of £310 million, the Trust provides a comprehensive range of secondary care services to the people of Calderdale and Huddersfield and has an exceptional reputation for service delivery.
The Foundation Trust aims to design and implement services, policies and measures that meet the diverse needs of our service, population and workforce, ensuring that none are placed at a disadvantage over others.
The IT department is basing its service management around IT Infrastructure Library's (ITIL) - IT Service Management Best Practice. It is essential therefore to recognise the absolute dependence of the business upon the Information and Communications Technology infrastructure.
Job description
Job responsibilities
- Understand our customers and their objectives
- Provide first line I.T support (Fix) to the NHS and other customer organisations.
- Understand relevant developments within the NHS environment and beyond
- Interpret customer requirements and provide advice and support on potential solutions to resolve (fix) I.T related issues as they arise.
- Participate in the development of work programmes
- Plan and support the delivery of agreed work programmes
- To assist in the provision of an effective Health Informatics support desk service across the Trust
- To receive and record all calls from customers and deal directly with requests and complaints and escalate problems in accordance with established procedures
- Ensure users are informed on status and progress of incidents logged with the service desk and ensure that routine tasks needed to meet user requirements are undertaken correctly and on time
Job description
Job responsibilities
- Understand our customers and their objectives
- Provide first line I.T support (Fix) to the NHS and other customer organisations.
- Understand relevant developments within the NHS environment and beyond
- Interpret customer requirements and provide advice and support on potential solutions to resolve (fix) I.T related issues as they arise.
- Participate in the development of work programmes
- Plan and support the delivery of agreed work programmes
- To assist in the provision of an effective Health Informatics support desk service across the Trust
- To receive and record all calls from customers and deal directly with requests and complaints and escalate problems in accordance with established procedures
- Ensure users are informed on status and progress of incidents logged with the service desk and ensure that routine tasks needed to meet user requirements are undertaken correctly and on time
Person Specification
QUALIFICATIONS / TRAINING
Essential
- GCSE English and Math 9-4 (or equivalent)
- Able to demonstrate a commitment to undertaking on-going training to enable effective delivery of the service e.g., troubleshooting on IT Hardware, PC's, Printers and Software applications
Desirable
- ITIL Foundation certification or working towards
- Microsoft Certified Professional certification (MDST) or equivalent demonstrable experience
- Forward Personal Development Plan
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- A good understanding of Microsoft office suite
- Recent relevant experience working in a customer service focused role
- Demonstrable and proficient in verbal I.T communication to assess service users' I.T knowledge and liaise accordingly
- Excellent keyboard skills
Desirable
- Experience working in an NHS environment
- Recent experience working in a Service Desk/ Helpdesk environment
- Knowledge of confidentiality and data security
- Substantial knowledge of NHS systems and legacy healthcare applications within the RA environment.
- Experience of handling customer complaints
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Pro-active, flexible and enthusiastic individual
- Professional with the enthusiasm and desire to provide excellent service.
- Strong communication skills
- The ability to demonstrate a commitment to providing a high-quality customer service.
- Ability to work under pressure and handle many different tasks at the same time
- Attention to detail.
- Time management skills
- The ability to work in a team environment and support less experienced IT Support Staff
- Ability to deal with customers professionally and in particular those who believe that the organisation is not delivering a quality service
- "Can do" attitude
Person Specification
QUALIFICATIONS / TRAINING
Essential
- GCSE English and Math 9-4 (or equivalent)
- Able to demonstrate a commitment to undertaking on-going training to enable effective delivery of the service e.g., troubleshooting on IT Hardware, PC's, Printers and Software applications
Desirable
- ITIL Foundation certification or working towards
- Microsoft Certified Professional certification (MDST) or equivalent demonstrable experience
- Forward Personal Development Plan
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- A good understanding of Microsoft office suite
- Recent relevant experience working in a customer service focused role
- Demonstrable and proficient in verbal I.T communication to assess service users' I.T knowledge and liaise accordingly
- Excellent keyboard skills
Desirable
- Experience working in an NHS environment
- Recent experience working in a Service Desk/ Helpdesk environment
- Knowledge of confidentiality and data security
- Substantial knowledge of NHS systems and legacy healthcare applications within the RA environment.
- Experience of handling customer complaints
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Pro-active, flexible and enthusiastic individual
- Professional with the enthusiasm and desire to provide excellent service.
- Strong communication skills
- The ability to demonstrate a commitment to providing a high-quality customer service.
- Ability to work under pressure and handle many different tasks at the same time
- Attention to detail.
- Time management skills
- The ability to work in a team environment and support less experienced IT Support Staff
- Ability to deal with customers professionally and in particular those who believe that the organisation is not delivering a quality service
- "Can do" attitude
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.
