Main area IT Technician Grade NHS AfC: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week (24x7x365 Continental Shift Pattern)
Job ref: 190-8730-DIR
Employer: Sheffield Teaching Hospitals NHS Foundation Trust
Employer type: NHS
Site: Northern General Hospital
Town: Sheffield
Salary: £26,530 - £29,114 pa/pro rata for part time staff
Salary period: Yearly
Closing: 02/03/2025 23:59
Interview date: 12/03/2025
IT Service Desk Technician
NHS AfC: Band 4
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated. We offer many different ways of helping staff including career development opportunities, flexible working, good annual leave and pension schemes, health and wellbeing packages, and financial support systems.
Job overview
An opportunity has arisen for an IT Service Desk Technician to work in conjunction with the Trust’s existing support teams to provide a 24-hour Service Desk cover, 7 days per week and 365 days a year, on site and on a rota basis. The rota is based on the continental shift model, so the successful applicant will be required to work 2 types of 12-hour shifts: 05:45am to 18:15pm and 17:45pm to 06:15am on a rota basis which will also include 1.5 hours worth of breaks and a short 8 hours shift every 4 weeks.
The post-holders will provide technical support from our on-site offices, for all Trust sites. These include the existing campuses; namely: Northern General Hospital, Royal Hallamshire Hospital, Jessop Wing, Charles Clifford Dental Hospital, and Western Park Hospital as well as our community-based sites which have transitioned under the management of the Trust’s IT Support service. Applicants must have knowledge and experience of Microsoft desktop, server environments and network technologies.
Main duties of the job
* Provision of on-site, 1st and 2nd line technical support for all our services with the knowledge and skills to provide first-time-fix call resolution.
* Recording, triaging, and classification of Incidents & Service Requests using the ITIL incident management process.
* Management of High Severity Support Incidents and communication with end users relating to the availability of the live service.
* Desktop support and troubleshooting.
* Liaising with 3rd party vendors and on-call teams to escalate and resolve incidents.
* Hardware and software installations.
* Supporting mobile devices (such as Mobile phones, tablets, and laptops).
* Participate in projects as required.
Person specification
Qualifications
* GCSE English and Mathematics Grade A-C or equivalent qualification/experience.
* HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A–C).
* ITIL Foundation or willingness to take.
* Further ITIL Qualifications.
* CompTIA Network+.
* Microsoft/Unix/Linux System Administration or equivalent hands-on experience.
* SDI - Service Desk Foundation (SDF).
* SDI - Service Desk Analyst (SDA).
Experience
* Experience of working in IT Support and/or Customer Services Environment including work placement as part of a period of study.
* Knowledge of desktop computer hardware/software gained through study or practical experience.
* Experience of deployment and ongoing management of enterprise infrastructure monitoring and alerting product suites.
* Analysis, investigation, and resolution of complex IT queries and issues/problems.
* Experience working with ITIL and Service Management processes.
* Experience working with modern ITSM products.
* Experience working with software asset management and hardware reporting tools.
* Experience of collaborative and team working practices.
* Evidence of a continual improvement work ethic.
* Maintaining good relationships with colleagues, customers, and vendors.
* Experience of supporting and installing Microsoft products and operating systems.
Skills and Knowledge
* Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations.
* Experience and good understanding of Microsoft products e.g. Excel, Access, PowerPoint, and Word.
* Demonstrate effective written and verbal communication skills.
* Produce timely, accurate written/electronic records and documents.
* Demonstrates work process to other members of IT Services within own work area.
* Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation.
* Ability to evaluate and interpret technical information for communication to a wide audience.
* Ability to work unsupervised in a pressured environment.
* Ability to react quickly to challenging situations.
* Advanced keyboard skills.
Other Factors
* Able to commit to working a 24/7 365 continental shift pattern including working evenings, nights, and weekends to include public bank holidays.
* Flexible approach to working and requirement to work unsociable hours in line with the needs of the service.
* Participate in the on-call service, providing out-of-hours support in line with service requirements.
* Ability to occasionally exert moderate physical effort installing and moving IT equipment.
* A clean and valid UK driving licence.
Personal Qualities
* Able to communicate across all levels to service users both verbally and in written form.
* Demonstrates an analytical and logical approach to problem solving.
* Commitment to continual personal development with an ability to maintain skills set through further training.
* Interpersonal Skills.
* Self-Motivated.
* Methodical and systematic in approach to all aspects of work.
* Organisational skills with attention to detail.
* Creative Thinking.
* Able to demonstrate behaviours consistent with Trust Core Values.
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