Job summary
As an IT Service Desk Technician, you'll play a central role when it comes to supporting customers and colleagues via telephone, our Self-Service Portal, Chat and remotely accessing our customers devices. With an interest in IT and an opportunity to expand your technical skills and knowledge, you'll be part of a high performing team ensuring there is minimal downtime to services. You will act as the first point of contact on the SCW IT Service Desk so applicants must be confident to talk over the phone and provide friendly customer service.
This role is office based
The Service Desk operates Monday and Friday between 07:00 and 20:00, you will be part of a weekly shift pattern (working 7.5 hours per day) to cover these hours. The Service Desk also operates on a Saturday between 08:00 and 14:00, you will be part of a rota to cover Saturday's, approx. 1 week in 30. As an evolving service, we are approaching a requirement to provide additional weekend support (between 08:00 and 18:00 on Saturday and Sunday) in the future.
Applicants should be aware that you may not be eligible for skilled worker sponsorship if you apply for this post. If you require sponsorship, please ensure you have checked your eligibility via https://www.gov.uk/skilled-worker-visa/your-job or alternatively, please contact us via email on scw.peopleresourceinternal@nhs.net to confirm the requirements of sponsorship can be met.
Main duties of the job
Communicating with customers via telephone, our Self-Service Portal (SSP), or by using Live Web Chat. You'll monitor these channels and ensure tickets are responded to in a timely manner. You'll use our IT Service Management Tool (ITSM) to accurately capture information and provide 1st line IT support and troubleshooting.
We are looking for an enthusiastic self-motivated individual who can work both alone and as a member of a wider team. You will need to have excellent communication skills and provide a professional customer experience. Effectively prioritising your workload is paramount to this role. You will be required to possess strong problem-solving skills and be able to share this knowledge with the wider team.
In order to ensure you are provided the necessary information and training, we offer a structured induction plan which will show you all of the core functions of the Service Desk with a buddy system. We also offer additional training on individual subjects to guarantee you have sufficient knowledge in the required areas.
About us
SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.
This role can be delivered in a flexible hybrid way with any travel, site visits or meetings arranged by agreement on a very occasional basis
Our vision, is to offer outstanding and uncontested support operating as an IT Service Desk in the healthcare industry.
Our mission, is to provide exemplary levels of skilled support to our customers, whilst resolving incidents and service requests within targeted times maintaining the highest possible level of first fix rates. We aim to work as one team, working with both our colleagues and our customers to provide a service which ultimately helps to support the patient experience. Customer satisfaction is always our key focus as we offer our support in a structured, helpful, respectful and friendly manner. This helps to ensure that we retain existing customers while offering a well-designed and responsive service that will continue to attract new customers.
Job description
Job responsibilities
Please refer to the job description and person specification for further details and information regarding this role.
Job description
Job responsibilities
Please refer to the job description and person specification for further details and information regarding this role.
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspiratonal
- Collaborative
- Insightful
- Respectful
- A commitment to Equality, Diversity and Inclusion
Education
Essential
- Good general level of education on to GCSE or equivalent, particularly in English, Mathematics & IT
- NVQ level 3 plus (or equivalent) in IT, Information Systems, related subject, or substanial experience in a relevant role
Knowledge & Experience
Essential
- Relevant Microsoft Accreditation, or equivalent computer qualification of NVQ level 3, or substanial relevant experience
- Evidence of continuing professional development
- Evidence of general knowledge and experience in supporting hardware, operating systems and applications
- Good understanding of PCs and peripheral hardware, Windows Desktop operating system, and Office Applications (latest versions), Patient Administration system, Email, Web Browser Applications, Service Desk systems
Desirable
- ITIL Foundation Certificate (Latest version)
- Knowledge of Primary Care and Clinical environments
Skills & Capabilities
Essential
- Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required
- Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
- Able to work in a team with good interpersonal skills including tact and discretion
- Ability to accurately follow documented procedures
- Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
- Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
- Excellent verbal and telephone communication skills
- Demonstrate a commitment to undertake further training and development as agreed with line manager
- Self-motivated with the ability to motivate and empower others to achieve specific goals
- Drive, passion and enthusiasm, with the ability to relate well with other members of the team
- Enhanced keyboard skills
- Frequent manual handling of IT equipment including PCs, Servers and Racks
- Ability to deal with variations in workload and an unpredictable work pattern
- Frequent requirement to re-prioritise work and resources
- Periods of intense concentration required when diagnosing and resolving complex IT service issues
- Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job)
- Regular requirement to work in pressurised environment and manage competing priorities with resource challenges
- Excellent communication skills with the ability to relate and empathise with customers
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspiratonal
- Collaborative
- Insightful
- Respectful
- A commitment to Equality, Diversity and Inclusion
Education
Essential
- Good general level of education on to GCSE or equivalent, particularly in English, Mathematics & IT
- NVQ level 3 plus (or equivalent) in IT, Information Systems, related subject, or substanial experience in a relevant role
Knowledge & Experience
Essential
- Relevant Microsoft Accreditation, or equivalent computer qualification of NVQ level 3, or substanial relevant experience
- Evidence of continuing professional development
- Evidence of general knowledge and experience in supporting hardware, operating systems and applications
- Good understanding of PCs and peripheral hardware, Windows Desktop operating system, and Office Applications (latest versions), Patient Administration system, Email, Web Browser Applications, Service Desk systems
Desirable
- ITIL Foundation Certificate (Latest version)
- Knowledge of Primary Care and Clinical environments
Skills & Capabilities
Essential
- Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required
- Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
- Able to work in a team with good interpersonal skills including tact and discretion
- Ability to accurately follow documented procedures
- Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
- Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
- Excellent verbal and telephone communication skills
- Demonstrate a commitment to undertake further training and development as agreed with line manager
- Self-motivated with the ability to motivate and empower others to achieve specific goals
- Drive, passion and enthusiasm, with the ability to relate well with other members of the team
- Enhanced keyboard skills
- Frequent manual handling of IT equipment including PCs, Servers and Racks
- Ability to deal with variations in workload and an unpredictable work pattern
- Frequent requirement to re-prioritise work and resources
- Periods of intense concentration required when diagnosing and resolving complex IT service issues
- Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job)
- Regular requirement to work in pressurised environment and manage competing priorities with resource challenges
- Excellent communication skills with the ability to relate and empathise with customers
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.
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