Innovate Healthcare Services

ICT Service Desk Operative

Information:

This job is now closed

Job summary

Innovate Healthcare Services is a joint venture company of South Warwickshire University NHS Foundation Trust (SWFT) and George Eliot Hospital NHS Trust (GEH).

We are looking for a passionate and dedicated ICT Service Desk Operative to provide a friendly, customer focused ICT Service Desk facility and technical support service.

This important role is responsible for ensuring all issues raised are logged, prioritised and, wherever possible, resolved first time.

The successful applicant will demonstrate an enthusiastic attitude to their work and to working with others to resolve problems. If you can think on your feet, are good at trouble shooting and enjoy problem solving then this is the perfect opportunity for you.

Main duties of the job

ICT Service Desk Operative role provides a friendly, customer focused ICT Service Desk facility and technical support service.

About us

As a growing company, Innovate has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. Innovate has a commitment to develop staff and provide a supportive work life balance. Innovate is a staff led company, with a mission to provide the best technology solutions and support to our Trusts.

At Innovate, we recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.

Details

Date posted

11 July 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,790 a year Company Terms or Agenda for Change Band 3 (where applicable)

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

M9203-23-0013

Job locations

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR


Job description

Job responsibilities

To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents.

To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.

To triage, categorise and prioritise all incidents presented via the employee self-service portal

To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies.

The ability to deal with initial complaints sensitively, avoiding escalation wherever possible

To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non-technical staff & customers.

To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.

Job description

Job responsibilities

To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents.

To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.

To triage, categorise and prioritise all incidents presented via the employee self-service portal

To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies.

The ability to deal with initial complaints sensitively, avoiding escalation wherever possible

To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non-technical staff & customers.

To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.

Person Specification

What we are looking for in our team members:

Desirable

  • Ability to and enjoys working with a wide range of customers and building positive relationships, both internally and externally, so a friendly calm manner certainly helps
  • Can think on their feet, good at trouble shooting and enjoys problem solving
  • Able to prioritise tasks and workload, whatever is thrown at them
  • Demonstrates an enthusiastic attitude to their work and working with others to re-solve problems
  • Ability to work as part of a team, sharing knowledge and experience to support the growth of others
  • Demonstrates a willingness to use alternative approaches and is receptive to changes in working practices
  • A passion for personal development and wanting to progress their career
  • Excellent attention to detail
Person Specification

What we are looking for in our team members:

Desirable

  • Ability to and enjoys working with a wide range of customers and building positive relationships, both internally and externally, so a friendly calm manner certainly helps
  • Can think on their feet, good at trouble shooting and enjoys problem solving
  • Able to prioritise tasks and workload, whatever is thrown at them
  • Demonstrates an enthusiastic attitude to their work and working with others to re-solve problems
  • Ability to work as part of a team, sharing knowledge and experience to support the growth of others
  • Demonstrates a willingness to use alternative approaches and is receptive to changes in working practices
  • A passion for personal development and wanting to progress their career
  • Excellent attention to detail

Employer details

Employer name

Innovate Healthcare Services

Address

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR


Employer's website

https://www.innovatehs.co.uk/ (Opens in a new tab)

Employer details

Employer name

Innovate Healthcare Services

Address

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR


Employer's website

https://www.innovatehs.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Service Desk Team Leader

Tamir Hussain

Tamir.Hussain@innovatehs.co.uk

Details

Date posted

11 July 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,790 a year Company Terms or Agenda for Change Band 3 (where applicable)

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

M9203-23-0013

Job locations

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR


Supporting documents

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