The Newcastle upon Tyne Hospitals NHS Foundation Trust
The post holder will be required to work as part of a proactive team of support staff responsible for delivering a high quality, customer focused professional service.
* Interview Date: 06 March 2025
* 37 hours 30 minutes/week
Main duties of the job
* Ensure compliance with all national and local standards and protocols for IT Services, including hardware, software, documentation and service.
* Be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records, and comply with all relevant legislation.
* Ensure that calls are dealt with in a timely manner and within agreed service levels. Resolve as many calls as possible, such as password resets via telephone, ensuring sufficient security checks are carried out to validate the identity of the caller.
* Ensure that all requests that cannot be solved by the Service Desk are logged to the appropriate technical queue and managed to successful resolution.
* Update system status pages of the intranet to keep customers informed regarding system failures and periods of planned downtime.
* Seek advice from the Service Desk Manager where the situation or incident represents an exception to normal operating procedures.
* Undertake other duties, within the competence of the post holder, that may be required from time to time.
* Must be able to work a 24-hour shift rota in agreement with management.
Job responsibilities
The post holder will be required to work in the Service Desk team as part of a 24-hour support model consisting of 37.5 hours per week. In this capacity, the post holder will be responsible for all activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customer's agreement. These activities include:
* Recording and tracking incidents and complaints.
* Keeping customers informed on request status and progress.
* Making initial assessments of incidents and requests, attempting to resolve them first-time or refer to supporting teams (e.g., technicians, application support teams, National Service Desk, or third party suppliers) who can resolve based on agreed service levels.
* Monitoring and escalating incidents and requests relative to the appropriate service level agreements (SLAs).
* Closing incidents and service requests.
* Carrying out daily tasks within the Service Desk function.
* Responsible for deputising for the Service Desk Manager.
* Identifying and seeking out solutions from other resolver teams for more complex issues raised through the Service Desk to improve the first-time fix rate.
* Mentoring and training Junior Service Desk Analysts.
* Involved with the integration of new services.
Person Specification
KNOWLEDGE
* Extensive knowledge of Microsoft Operating Systems.
* In-depth knowledge of computer systems/hardware/software acquired through diploma or equivalent experience.
SKILLS
* Excellent troubleshooting skills working within a customer service-focused environment.
* Excellent interpersonal skills.
* Excellent IT skills, particularly with Microsoft products.
* Good documentation writing skills.
* Ability to work unsupervised.
EXPERIENCE
* Experience in an IT Service Desk or IT Helpdesk role.
* Experience of working within an ITIL framework.
* Experience of working in the health sector.
* Experience of using the support tool "Service Now".
QUALIFICATIONS
* Educated to HNC/HND or NVQ 4 level in an IT-related subject or equivalent experience in an IT Service Desk role.
* ITIL Foundation Certificate or higher.
* SDI or industry standard Service Desk Certificate.
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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