Main area: Information Technology
Grade: NHS AfC: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week (Monday - Friday, 8-4 or 9-5)
Job ref: 190-8882-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: 24/02/2025 23:59
Interview date: 06/03/2025
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
This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution.
The post-holders will provide technical support for all Trust sites, including existing campuses and community-based sites transitioning under the management of the Trust’s IT Support service. Applicants must have knowledge and experience of Microsoft desktop and server environments along with Cisco networking technologies. Duties will include but are not restricted to:
* Provision of 1st and 2nd line technical support for all 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 regarding the availability of the live service.
* Desktop support and troubleshooting.
* Liaising with 3rd party vendors to escalate and resolve incidents.
* Hardware and software installations.
* Participate in projects as required.
Main duties of the job
IT Service Desk Staff are responsible for the recording, triaging, and classification of incidents and for resolving incidents at the first line or for escalation to the appropriate resolver group. The main role of this team is to ensure that incidents and service requests are resolved or progressed as quickly as possible and to the satisfaction of the end user.
This team is also responsible for the management of High Severity Service Support Incidents and communication with end users regarding the availability of the live service.
The IT Portfolio includes 4 dedicated computer rooms, which house most of the Trust’s computer systems and networks and are critical to the availability of both clinical and management information systems.
Working for our organisation
The Informatics Directorate is responsible for developing the Trust’s Information, Communication, and Technology Strategy and for delivering the information systems development programme. It also ensures the operation of secure and confidential systems, the provision of high-quality information and records to support patient care, clinical governance, and performance management.
The IT Services Department is part of the Informatics Directorate and is responsible for strategy, design, transition, and operational management of the IT Portfolio in conjunction with other specialist areas of Informatics. It provides a range of services to approximately 16,000 users within the Trust along with external users from other organisations and 3rd party suppliers.
The Department is split over two main campuses: the Central Campus containing the Royal Hallamshire Hospital, Jessop Wing Maternity Hospital, Charles Clifford Dental Hospital, Western Park Cancer Hospital, and surrounding buildings, and the Northern Campus containing the Northern General Hospital. The department also provides IT support for several community sites throughout Sheffield and South Yorkshire.
Detailed job description and main responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person specification
Qualifications
* GCSE English and Mathematics Grade A-C (or Equivalent)
* Higher National Certificate / Diploma or equivalent in an IT related field (Equivalent to A Level Grade A–C)
* Customer Service qualification or willingness to take
* ITIL Foundation or willingness to take
* Further ITIL Qualifications
* CompTIA Network+
* SDI - Service Desk Foundation (SDF)
* SDI - Service Desk Analyst (SDA)
Experience
* Demonstrable experience of working in an IT Support role or Customer Services environment, which can include a work placement as part of a programme of study
* Knowledge of desktop computer hardware/software gained through study or practical experience.
* Experience of working with ITIL and Service Management Processes
* Experience of using an IT Service Management platform
* Experience of using a Contact Centre/Call Management platform
* Experience of NHS Account and Smartcard Management processes
* Relevant NHS/public sector experience
Skills and Knowledge
* Commitment to continual personal development with an ability to maintain skills set through further training
* Ability to work as part of a team
* Ability to communicate and relate to all levels of staff in a professional manner while ensuring to interpret technical information to non-technical audiences
* Demonstrate effective written and verbal communication skills.
* Organisational skills with attention to detail
Personal Qualities
* Self-Motivated
* Ability to work unsupervised
* Methodical and systematic in approach to all aspects of work
Other Factors
* Ability to occasionally exert moderate physical effort
* Occasional exposure to unpleasant working conditions
* Flexibility to work outside standard working hours.
Candidates are advised to read the attached guidance on using AI technology. When you complete your application, you are required to declare that the information in your application form is true and complete. The personal statement is exactly that; personal.
Application Process
When selecting to apply via NHS Jobs, you will be redirected to our preferred recruitment system called Trac. You will be asked to create and submit your application via the Trac recruitment system.
You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. All communications should be sent via your Trac system account.
If you are offered employment at Sheffield Teaching Hospitals, your information will be transferred from the Trac recruitment system into the national NHS Electronic Staff Records system. In addition, in submitting an application form, you authorise our Trust to confirm any previous NHS service details via the ESR IAT process should you be appointed.
Please note, all communication regarding your application will be made via email sent via the Trac recruitment system; please ensure you check your junk/spam folders as emails are sometimes filtered there.
The Trust is committed to its obligations in accordance with the Equality Act 2010, and we positively encourage applications from all sections of the community. Should you require any assistance in applying for the position please contact the General or Medical Human Resources Departments on the number identified on the NHS Jobs page for the organisation.
Job Share applicants are welcome for all full-time posts unless indicated but cannot be guaranteed. In addition, for Fixed Term Contracts, internal secondments may be considered; please seek the approval of your current line manager before applying for the position.
All employment with the Trust is subject to a number of NHS Employment Checks being met to a satisfactory standard including verification of identity, eligibility to work in the United Kingdom, references and qualifications in addition to professional registration, a disclosure and barring records check and occupational health check if these are deemed to be a requirement for the position to be undertaken.
For more information about our organisation and the opportunities available, please visit our website and follow us on Twitter and Facebook.
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