Job summary
This is a technical position required to provide 1st and 2nd line technical support with the knowledge and skills to provide first-time-fix call resolution.
The IT Service Desk acts as a centralised first line support team and is primarily responsible for incident management and for the processing of service requests and standard changes within agreed service levels for all staff within Sheffield Health and Social Care NHS Foundation Trust (SHSC) as well as those working remotely from additional sites.
IT Service Desk Staff are responsible for the recording, triaging and classification of incidents and for resolving incidents at the first line or for escalation to the appropriate resolver group. The main role of this team is to ensure that incidents and service requests are resolved or progressed as quickly as possible and to the satisfaction of the end user.
This team is also responsible for the management of High Severity Service Support Incidents and communication with end users relating to the availability of the live service.
Main duties of the job
The successful applicant will be a member of the Digital Support team; the job holder is responsible for,
The provision of 1st and 2nd line IT support to Trust users either in person, by telephone or via remote control, covering the full range of end user software and hardware running on the Trust network.
1st Line: Logging, processing, diagnosing and investigating software and hardware faults, providing advice and guidance to users.
2nd Line: Desk based visits to Trust sites to fix IT related issues, which can't be resolved remotely and/or to deploy new IT equipment.
Escalating issues which can't be fixed to more senior support staff and/or IT Management.
The Service Desk opens Monday to Thursday 8.30 - 17.00 and Friday 8.30 - 16.30; as such, any member of the Support team may be required to work fixed hours to support the operational needs of the department and therefore the wider Trust.
About us
Sheffield Health and Social Care NHS Foundation Trust is a major employer and provider of services. Our Service Users, Carers and Staff are central, and our Values are important, to the delivery of high-quality care. We actively seek out individuals who share these values:
Working together for service users
Respect and kindness
Everyone counts
Commitment to quality
Improving lives
Job description
Job responsibilities
To answer incoming calls in a professional, courteous and timely manner
To log any reported incidents or requests for change using the in-house call management software, ensuring best practice information gathering is completed and the ticket updated.
To attempt first time fix on any reported incidents, ensuring that details of all attempted fixes and their results, are recorded in the ticket.
To allocate support tickets to the relevant support teams with the appropriate level of information to assist with onwards problem resolution.
To log support calls and co-ordinate service incidents and change requests, with third party suppliers / other organisations.
To proactively maintain regular communication with users who have logged tickets, keeping them informed of progress and informing them when jobs have been assigned to other support functions.
To deal with incoming:
Emails into the Service Desk email account, responding to and forwarding messages within agreed targets for response, logging and processing queries as appropriate
Correspondence and forms using initiative as appropriate.
Hardware and deliveries into the IT Services department
Callers into the IT Services department
Job description
Job responsibilities
To answer incoming calls in a professional, courteous and timely manner
To log any reported incidents or requests for change using the in-house call management software, ensuring best practice information gathering is completed and the ticket updated.
To attempt first time fix on any reported incidents, ensuring that details of all attempted fixes and their results, are recorded in the ticket.
To allocate support tickets to the relevant support teams with the appropriate level of information to assist with onwards problem resolution.
To log support calls and co-ordinate service incidents and change requests, with third party suppliers / other organisations.
To proactively maintain regular communication with users who have logged tickets, keeping them informed of progress and informing them when jobs have been assigned to other support functions.
To deal with incoming:
Emails into the Service Desk email account, responding to and forwarding messages within agreed targets for response, logging and processing queries as appropriate
Correspondence and forms using initiative as appropriate.
Hardware and deliveries into the IT Services department
Callers into the IT Services department
Person Specification
Qualifications
Essential
- GCSE Maths and English
- ITIL Foundation
Experience
Essential
- 2 Years' experience working in a Service desk environment
- 2 years working within the NHS or Public Sector
- Experience of working in an ITIL Service Management focused environment.
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary
Desirable
- Minimum 1 years demonstrable experience of first line IT technical support or IT customer facing role
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary
- Be an effective team member who is able to relate to colleagues at all levels across our large multi-site organisation with tact and diplomacy
- Follow written instructions and ensure the services you provide are in line with standard processes and good practice, showing attention to detail
Knowledge
Essential
- Ability to upgrade, repair and implement new hardware peripherals
- Knowledge of PC components and how to replace them (e.g. RAM, hard drive etc)
- Excellent customer service skills based on previous 1st line IT support experience.
- Must have own use of a car and a full clean driving license.
Person Specification
Qualifications
Essential
- GCSE Maths and English
- ITIL Foundation
Experience
Essential
- 2 Years' experience working in a Service desk environment
- 2 years working within the NHS or Public Sector
- Experience of working in an ITIL Service Management focused environment.
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary
Desirable
- Minimum 1 years demonstrable experience of first line IT technical support or IT customer facing role
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary
- Be an effective team member who is able to relate to colleagues at all levels across our large multi-site organisation with tact and diplomacy
- Follow written instructions and ensure the services you provide are in line with standard processes and good practice, showing attention to detail
Knowledge
Essential
- Ability to upgrade, repair and implement new hardware peripherals
- Knowledge of PC components and how to replace them (e.g. RAM, hard drive etc)
- Excellent customer service skills based on previous 1st line IT support experience.
- Must have own use of a car and a full clean driving license.
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
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).
