Job summary
2x 37.5 hours per week
This is an exciting opportunity
to working within the Service Desk Team at South West Yorkshire Partnership NHS
Foundation Trust.
The service desk analysts are
the first point of contact between the IM&T Department and our customers
and are responsible for general IT support and providing support for the
numerous systems in use across the Trust.
The team handles a high volume
of calls and emails each day and the ability to take on new work and adapt to
change is essential. You will log,
triage and progress calls right through to resolution, offering a first-time
fix where possible.
The successful candidate will
have a proven record in customer service. You will be a team player with a good
telephone manner, first rate communication skills, and strive to be accountable
and take responsibility for managing your own tickets and escalating where
necessary.
The successful candidate will
ideally have previously worked in an IT environment and have an interest in
problem solving along with knowledge of Microsoft products including Office and
Active Directory.
The Service Desk functions is
looking to grow and evolve, so the ability to embrace change and maintain a
positive outlook is essential, along with a technical aptitude, patience,
problem-solving skills and a flexible nature.
All employees of the Trust are strongly encouraged to be fully vaccinated against COVID-19 to protect patients.
Previous applicants need not apply.
Main duties of the job
We are looking for a team
player with a confident telephone manner, good communication skills, excellent technical
skills/knowledge appropriate to first line support and to be able to deliver
objectives within an agreed time frame under pressure.
The post holder will take
ownership of requests, ensuring that they are recorded accurately, and that via
utilisation of the knowledge base appropriate resources are applied. The post holder will be responsible for handling
requests through the incident management lifecycle within agreed SLA and KPI
timescales. The role will also involve escalating tickets both internally and
with the trusts external providers.
The post holder will also
be expected to take an active role within the team and contribute to service
improvement. Excellent people and communication skills are essential to
maintain effective communication links. Previous experience of working on a Service
Desk, using service management tools and utilising remote support and
management tools would be very helpful.
You will be required to work within a shift pattern of
either 8 am to 4 pm or 9 am to 5 pm Monday to Friday.
At the time of advertising,
this role does not meet the minimum requirements (salary threshold or
occupational requirements) set by UK
Visas and Immigration to sponsor candidates to work in the UK. For this reason,
unfortunately we are unable to sponsor anyone on a visa for this role at this
moment in time.
About us
We
are a specialist NHS Foundation Trust that provides community, mental health
and learning disability services for the people of Barnsley, Calderdale,
Kirklees and Wakefield. We also provide low and medium secure services and are
the lead for the west Yorkshire secure provider collaborative.
Our mission is
to help people reach their potential and live well in their communities, we do this
by providing high-quality care in the right place at the right time. We employ
staff in both clinical and non-clinical services who work hard to make a
difference to the lives of service users, families and carers.
We encourage
and welcome applications from all protected characteristic groups, we value
diversity and want our workforce to be reflective of our communities.
Being
a foundation Trust means were accountable to our
members, who can have a say in how were run. Around 14,300 local people
(including staff) are members of our Trust.
Join
us and you will be one of over 4,500 staff committed to supporting and improving
the mental, physical and social needs of the thousands of people we meet and
help each year.
We
are committed
to safeguarding and promoting the welfare of children, young people and
vulnerable adults and expects all colleagues and volunteers to share this
commitment.
We do reserve to right to close vacancy before the advertised closing date if necessary, so please apply as soon as possible.
Job description
Job responsibilities
The service desk provides support for approximately 4,000 users and the
IT Service Desk Analyst Team provides the first point of contact for users
experiencing difficulties with IT systems and services.
The postholder will be responsible for the provision of professional
first line IT support to SWYPFT computer users by telephone and e-mail.
A broad understanding of the IT demands and requirements of NHS staff
is needed for this post, together with knowledge of common desktop systems and
specialist NHS applications such as the Health and Social Care Information
Centre (HSCIC).
The postholder will be required to adhere to strict protocols and
procedures in supporting staff and ensuring that correct escalation channels
are followed. Support staff are required
to promote the correct use of IT resources with the Trust and provide training
and user assurance.
The postholder will have previous customer service experience and good
communication skills. The support staff will need to resolve any problems as
quickly as possible and reassure end users; good interpersonal skills are
essential.
To support the Service Desk Manager in delivering the
defined service desk service.
Provide first and second line support including
incident/problem identification, resolution and escalation in line with
local Service Level Agreements.
Action Service Requests for software
upgrades/installations to ICT equipment ensuring minimum impact to users.
Document processes and procedures to assist with PC
configuration, software installation and patch records.
Installation, maintenance, documentation and support
of workstations, peripherals and software packages, e.g. Windows, Outlook,
Office applications, virtual network.
Explain and advise solutions to complex I.T. issues to
non I.T. staff.
We are aware that an increasing number of applicants are using AI technology to generate responses on NHS Job application forms.Over reliance on AI-generated content in application forms is strongly discouraged and we will conduct a thorough screening process before selecting candidates to progress to the next stage. If you are using AI to enhance your application, please disclose this in your NHS Jobs application form.
Job description
Job responsibilities
The service desk provides support for approximately 4,000 users and the
IT Service Desk Analyst Team provides the first point of contact for users
experiencing difficulties with IT systems and services.
The postholder will be responsible for the provision of professional
first line IT support to SWYPFT computer users by telephone and e-mail.
A broad understanding of the IT demands and requirements of NHS staff
is needed for this post, together with knowledge of common desktop systems and
specialist NHS applications such as the Health and Social Care Information
Centre (HSCIC).
The postholder will be required to adhere to strict protocols and
procedures in supporting staff and ensuring that correct escalation channels
are followed. Support staff are required
to promote the correct use of IT resources with the Trust and provide training
and user assurance.
The postholder will have previous customer service experience and good
communication skills. The support staff will need to resolve any problems as
quickly as possible and reassure end users; good interpersonal skills are
essential.
To support the Service Desk Manager in delivering the
defined service desk service.
Provide first and second line support including
incident/problem identification, resolution and escalation in line with
local Service Level Agreements.
Action Service Requests for software
upgrades/installations to ICT equipment ensuring minimum impact to users.
Document processes and procedures to assist with PC
configuration, software installation and patch records.
Installation, maintenance, documentation and support
of workstations, peripherals and software packages, e.g. Windows, Outlook,
Office applications, virtual network.
Explain and advise solutions to complex I.T. issues to
non I.T. staff.
We are aware that an increasing number of applicants are using AI technology to generate responses on NHS Job application forms.Over reliance on AI-generated content in application forms is strongly discouraged and we will conduct a thorough screening process before selecting candidates to progress to the next stage. If you are using AI to enhance your application, please disclose this in your NHS Jobs application form.
Person Specification
PERSONAL ATTRIBUTES
Essential
- Excellent verbal and written communication skills.
- Ability to demonstrate excellent customer relationship skills.
- Customer focussed and interested in helping people.
- Able to communicate effectively with customers at all levels over the telephone, e-mail and in person and develop instructions for end users as necessary.
- Able to deliver high standards of customer service in a professional manner.
- Reliable with good timekeeping.
- Professional in self-presentation and manner.
- Customer orientated, confident, approachable and self-motivated team player willing and able to contribute ideas to the team.
- Prepared to ask for and give help when needed.
- Flexible and versatile.
- Self-motivated, enthusiastic and can work on own initiative or as part of a team.
- Problem solving skills, using both initiative and following procedures.
- Prepared on occasion to work flexible, unsociable hours where user working arrangements so dictate.
- Willingness to learn and develop.
- Ability to travel effectively between Trust sites.
Desirable
- Presentation skills.
- Sound analysis skills.
- Well developed problem solving skills.
Experience
Essential
- Substantial experience in the delivery of customer service
- Substantial experience of team working in a busy environment
- Email & Network experience/understanding.
- Experience of supporting IT hardware and software.
- Sound knowledge/experience of working with Active Directory (AD)
- Experience of dealing with enquiries and investigating solutions in a modern IT environment.
Desirable
- Previous telephone support experience in a first line role.
- Experience of working in an NHS Information Service Desk environment.
- Experience of NHS patient-based information systems.
- Substantial experience of working in a confidential environment, including a proven understanding of the requirements of patient confidentiality, information security.
PHYSICAL ATTRIBUTES
Essential
- Ability to undertake the duties and demands of the post.
- A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
Qualifications
Essential
- Microsoft Certified Professional (MCP) or qualified to a similar level by experience.
- Demonstrate an appropriate level of IT competency.
Desirable
- Working towards additional recognised IT qualifications:
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards.
TRAINING
Essential
- Proven commitment to personal development as evidenced through attendance at a range of training/development events.
Desirable
- ITIL Qualification.
- Customer Services Training.
SPECIAL KNOWLEDGE/SKILLS
Essential
- Attentive to details and able to accurately record data.
- Confident and credible telephone manner.
- Excellent customer care skills.
- The ability to communicate technical issues effectively and concisely to non-technical staff.
- The ability to maintain a professional approach under all circumstances.
- Proven competency with Microsoft Office applications, particularly Windows Operating Systems, Microsoft Office (including Word, Excel, Outlook).
Desirable
- Knowledge of typical IT infrastructure defects and terminology.
- Understanding ITIL principles.
- Have an understanding of typical service desk scenarios that can be reported through to the service desk.
Person Specification
PERSONAL ATTRIBUTES
Essential
- Excellent verbal and written communication skills.
- Ability to demonstrate excellent customer relationship skills.
- Customer focussed and interested in helping people.
- Able to communicate effectively with customers at all levels over the telephone, e-mail and in person and develop instructions for end users as necessary.
- Able to deliver high standards of customer service in a professional manner.
- Reliable with good timekeeping.
- Professional in self-presentation and manner.
- Customer orientated, confident, approachable and self-motivated team player willing and able to contribute ideas to the team.
- Prepared to ask for and give help when needed.
- Flexible and versatile.
- Self-motivated, enthusiastic and can work on own initiative or as part of a team.
- Problem solving skills, using both initiative and following procedures.
- Prepared on occasion to work flexible, unsociable hours where user working arrangements so dictate.
- Willingness to learn and develop.
- Ability to travel effectively between Trust sites.
Desirable
- Presentation skills.
- Sound analysis skills.
- Well developed problem solving skills.
Experience
Essential
- Substantial experience in the delivery of customer service
- Substantial experience of team working in a busy environment
- Email & Network experience/understanding.
- Experience of supporting IT hardware and software.
- Sound knowledge/experience of working with Active Directory (AD)
- Experience of dealing with enquiries and investigating solutions in a modern IT environment.
Desirable
- Previous telephone support experience in a first line role.
- Experience of working in an NHS Information Service Desk environment.
- Experience of NHS patient-based information systems.
- Substantial experience of working in a confidential environment, including a proven understanding of the requirements of patient confidentiality, information security.
PHYSICAL ATTRIBUTES
Essential
- Ability to undertake the duties and demands of the post.
- A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
Qualifications
Essential
- Microsoft Certified Professional (MCP) or qualified to a similar level by experience.
- Demonstrate an appropriate level of IT competency.
Desirable
- Working towards additional recognised IT qualifications:
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards.
TRAINING
Essential
- Proven commitment to personal development as evidenced through attendance at a range of training/development events.
Desirable
- ITIL Qualification.
- Customer Services Training.
SPECIAL KNOWLEDGE/SKILLS
Essential
- Attentive to details and able to accurately record data.
- Confident and credible telephone manner.
- Excellent customer care skills.
- The ability to communicate technical issues effectively and concisely to non-technical staff.
- The ability to maintain a professional approach under all circumstances.
- Proven competency with Microsoft Office applications, particularly Windows Operating Systems, Microsoft Office (including Word, Excel, Outlook).
Desirable
- Knowledge of typical IT infrastructure defects and terminology.
- Understanding ITIL principles.
- Have an understanding of typical service desk scenarios that can be reported through to the service desk.
