NHS South Central and West Commissioning Support Unit
The closing date is 19 February 2025
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 to Friday between 07:00 and 20:00, and 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 Saturdays between 08:00 and 14:00, and you will be part of a rota to cover Saturdays, approximately 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.
Main duties of the job:
1. 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.
2. Using 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.
Job Description
Job responsibilities
Please refer to the job description and person specification for further details and information regarding this role.
Person Specification
Essential Values & Behaviours
* Patient First - Customer Excellence
* Aspirational
* Collaborative
* Insightful
* Respectful
* A commitment to Equality, Diversity and Inclusion
Education
* 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 substantial experience in a relevant role
Knowledge & Experience
* Relevant Microsoft Accreditation, or equivalent computer qualification of NVQ level 3, or substantial 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
Essential Skills & Capabilities
* 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 a 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.
Employer details
Employer name: NHS South Central and West Commissioning Support Unit
Address: NHS SCW CSU, Eastleigh, SO50 5PB
Employer's website: https://www.scwcsu.nhs.uk/
For Questions About The Job, Contact:
Service Desk Supervisor: Chris Lee
Email: scwcsu.servicedesk.jobs@nhs.net
Date posted: 05 February 2025
Pay scheme: Agenda for change
Band: Band 4
Salary: £26,530 to £29,114 a year Per Annum
Contract: Permanent
Working pattern: Full-time
Reference number: 891-CSU-7911SB
Job locations: NHS SCW CSU, Eastleigh, SO50 5PB
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