Job summary
An exciting opportunity has arisen within South East London ICS for a ICT Service Desk Officer. The ideal candidate should have a minimum of twelve months experience of supporting an IT Service Desk environment as well technical admin support duties.
As a member of the ICT Department, reporting to the ICT Sevice Desk Manager, you will be expected to provide 1st and 2nd line technical support to users across the South East London ICS on a variety of techincal issues which come through the SEL ICT Service Desk. You will need to be a service individual who is an excellent team player and ready to take on a variety of tasks including, but not limited to, problem solving, imaging PC's and laptops, setting up and maintaining users in the on premise and Azure Active Directory, delivering ICT services for service users across South East London ICS.
Main duties of the job
You will have excellent organisation and communication skills, ability to work efficiently under pressure to support the whole IT team. The candidate will need to have an excellent telephone manner and experience of using an ITIL accredited ServiceDesk and Registration Authority processes including the Care Identity System.
This is a good opportunity to join a highly performing team with a culture of being technically innovative to achieve results, with particular emphasis on improving the technical environment for the ICS, GP Practices and other clients.
This is a varied and exciting role; please see job description for full details.
If you require further information please contact Paul Wardle at paul.wardle@selondonics.nhs.uk alternatively on 0208 176 5400.
About us
The South East London Integrated Care System (ICS) brings together the health and care partners that serve our vibrant and highly diverse populations resident in the London boroughs of Bexley, Bromley, Greenwich, Lambeth, Lewisham and Greenwich - our Places.Our partnership brings together six local authorities, over 200 general practices (operating within 35 Primary Care Networks), Guy's and St Thomas' Hospital NHS FT, King's College Hospital NHS FT, Lewisham and Greenwich NHS Trust, South London and the Maudsley Mental Health FT and Oxleas FT. Importantly, the ICS seeks to be connected to the communities we serve (circa 1.92m residents) and work with the widest possible range of community, voluntary and third sector groups and organisations in each borough. The reach of our NHS provider portfolios extends beyond the borders of the ICS, across London, the south of England and nationally for some services.Our vision for the ICS is a highly performing, sustainable system that looks after its staff, responds to its communities and takes action to reduce the inequalities they experience.
Job description
Job responsibilities
Please see the attached job description and person specification for full details of the duties and responsibilities of the role including :
Trouble shooting, installation, configuration and updating of applications software on system and infrastructure. Assist in maintaining an inventory of IT hardware and software Perform the administrative duties associated with the IT department ensuring operational stock levels are maintained Administer user account access to network and application systems including the Starter and Leavers process Monitor and maintain the smartcard appointments diary and the inventory sheet associated to this process Primary point of contact for all users of the ICT service & to provide a friendly, effective, and efficient IT service desk To provide a calm and responsive customer focused service in an often pressured environment while managing service desk staff, user \ customer expectations, and relaying information through various means of communication 1st and 2nd Line Support for all users To provide general IT advice to ICS staff, GP Practices and Primary Care Contractors and other organisations To provide a high level of IT expertise in resolving IT related issues via remote access tools (Teamviewer, Datto RMM, Halo etc.) To manage incoming support queries to the ICT inbox and ensure these are appropriately directed to members of the ICT team who are responsible for the resolution of the relevant enquiries and / or to escalate outstanding calls as necessary Ensure the accurate logging of calls Responding to calls logged on Halo ITSM Escalate unresolved problems to appropriate third-line support including external IT support organisations Contribute to the strategic planning of team projects Maintain the highest standards of IT professionalism through personal conduct with colleagues, personal performance and proactively ensuring their awareness of, and adherence to, relevant policies, and procedures Understand and comply with corporate governance structure in keeping with the principles and standards set out by the organisation
Job description
Job responsibilities
Please see the attached job description and person specification for full details of the duties and responsibilities of the role including :
Trouble shooting, installation, configuration and updating of applications software on system and infrastructure. Assist in maintaining an inventory of IT hardware and software Perform the administrative duties associated with the IT department ensuring operational stock levels are maintained Administer user account access to network and application systems including the Starter and Leavers process Monitor and maintain the smartcard appointments diary and the inventory sheet associated to this process Primary point of contact for all users of the ICT service & to provide a friendly, effective, and efficient IT service desk To provide a calm and responsive customer focused service in an often pressured environment while managing service desk staff, user \ customer expectations, and relaying information through various means of communication 1st and 2nd Line Support for all users To provide general IT advice to ICS staff, GP Practices and Primary Care Contractors and other organisations To provide a high level of IT expertise in resolving IT related issues via remote access tools (Teamviewer, Datto RMM, Halo etc.) To manage incoming support queries to the ICT inbox and ensure these are appropriately directed to members of the ICT team who are responsible for the resolution of the relevant enquiries and / or to escalate outstanding calls as necessary Ensure the accurate logging of calls Responding to calls logged on Halo ITSM Escalate unresolved problems to appropriate third-line support including external IT support organisations Contribute to the strategic planning of team projects Maintain the highest standards of IT professionalism through personal conduct with colleagues, personal performance and proactively ensuring their awareness of, and adherence to, relevant policies, and procedures Understand and comply with corporate governance structure in keeping with the principles and standards set out by the organisation
Person Specification
Education / Qualifications
Essential
- RA/UIM Training/Certification or equivalent level experience
- Educated to Post-graduate diploma level in relevant subject or equivalent level qualification or significant experience of working at a similar level
- Knowledge of a range of IM&T areas acquired through qualification to degree or equivalent level or relevant experience
Experience & Knowledge
Essential
- Knowledge of hardware components such as: Printer, scanners, laptops and desktops
- Experience of working in a complex, multidisciplinary environment
- Experience of Dealing with users face to face and on the telephone.
- Experience of working to tight deadlines and managing own time
- Significant experience of successfully operating in a politically sensitive environment
Skills and Abilities
Essential
- Analytical \ Technical Problem solving Skill
- Ability to assess the appropriate resolver group to deal with escalated calls
- Good planning and organisational skills to respond to Service desk calls in line with agreed priorities
Other
Essential
- Ability to cope working in a demanding environment
Person Specification
Education / Qualifications
Essential
- RA/UIM Training/Certification or equivalent level experience
- Educated to Post-graduate diploma level in relevant subject or equivalent level qualification or significant experience of working at a similar level
- Knowledge of a range of IM&T areas acquired through qualification to degree or equivalent level or relevant experience
Experience & Knowledge
Essential
- Knowledge of hardware components such as: Printer, scanners, laptops and desktops
- Experience of working in a complex, multidisciplinary environment
- Experience of Dealing with users face to face and on the telephone.
- Experience of working to tight deadlines and managing own time
- Significant experience of successfully operating in a politically sensitive environment
Skills and Abilities
Essential
- Analytical \ Technical Problem solving Skill
- Ability to assess the appropriate resolver group to deal with escalated calls
- Good planning and organisational skills to respond to Service desk calls in line with agreed priorities
Other
Essential
- Ability to cope working in a demanding environment
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.
