IT Service Desk Assistant

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)

This job is now closed

Job summary

Are you ready to make a significant impact in the world of digital healthcare?

Following the approval of the Digital Strategy we will be undertaking an ambitious programme of work to deliver a range of state-of-the-art clinical IT solutions across the Trust to fully digitize our patient records and provide clinical staff with fast, simple and controlled access to patient data. This will be supported by a modern fit for purpose infrastructure and links to our Group Hospital partner, North Bristol Trust.

UHBW is on the hunt for an IT Service Desk Assistant to join our Service Desk team within Digital Services reporting to the Service Desk Deputy Manager. Experience with Windows 10, as well as Microsoft Office, particularly Office 365 would be an advantage, as would knowledge of Active Directory, and remote support tools. A technical background is advantageous but not essential. This role is based at the main hospital campus in central Bristol or at Weston General Hospital. A working knowledge of working within an ITIL framework would be an advantage.

Main duties of the job

Responsible for recording details of users' problems:

Logging calls on the Service Desk system in accordance with departmental procedures as reported by Trust computer users
Logging calls emailed to the Service Desk inbox
Keeping the end user informed of progress as appropriate
Ensuring that all actions relating to the problem are recorded on the Service Desk system in a timely fashion
Reporting all exceptions to the Service Desk Manager for further escalation
Updating user details on the Service Desk system
Working in a shift pattern alternating between day shift 08:30 to 17:00, early shift 07:00 to 15:30 and late shift 10:30 to 19:00. Weekend cover 0830-1630 on Saturdays & Sundays, 5-6 weekends per year.
Giving good advice to our user-base on a range of our in-house and external computer systems.

About us

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.

Date posted

24 July 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year pa pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

387-TS-6846-TJ

Job locations

40 Southwell Street

Bristol

BS2 8EJ

Job description

Job responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Job description

Job responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Person Specification

Qualifications and Training

Essential

Good standard of education at GCSE or equivalent

Desirable

ECDL qualification desirable

Skills and Abilities

Essential

Confident self-starter, able to work as part of a team, yet capable of independent action
Evidence of customer service experience
Basic demonstrable software fault finding / resolution ability
Able to maintain a level head in a busy environment
Willingness to learn new systems and skills
Good listener and accurate recording of pertinent information

Knowledge and Experience

Essential

Experience in IT Support environment
Knowledge of operating systems, e-mail and MS Office applications

Desirable

Knowledge of Trust Integrated Healthcare Systems desirable
Experience of working in a hospital

Person Specification

Qualifications and Training

Essential

Good standard of education at GCSE or equivalent

Desirable

ECDL qualification desirable

Skills and Abilities

Essential

Confident self-starter, able to work as part of a team, yet capable of independent action
Evidence of customer service experience
Basic demonstrable software fault finding / resolution ability
Able to maintain a level head in a busy environment
Willingness to learn new systems and skills
Good listener and accurate recording of pertinent information

Knowledge and Experience

Essential

Experience in IT Support environment
Knowledge of operating systems, e-mail and MS Office applications

Desirable

Knowledge of Trust Integrated Healthcare Systems desirable
Experience of working in a hospital

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.

Certificate of Sponsorship

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