Job summary Do you have a background in customer service and an understanding of fundamental IT principles? If so, a vacancy has arisen for a Service Desk Agent to join our busy IT Help Desk within the IM&T Department located at the Prestwich site of Greater Manchester Mental Health NHS Foundation Trust. The IT Helpdesk is the first point of contact for staff when experiencing an IT issue, the role is varied and fast paced so we need someone who can remain calm under pressure on the phone with staff in potential high-pressure situations. Full training will be given to the successful applicant but in return you need to be able to manage your own workload, ensuring accuracy in your work and demonstrate effective communication and customer service skills. We are looking for someone who is keen, flexible and self-motivated who can integrate quickly into our well-established team, so if this sounds like yourself then this could be the opportunity for you Main duties of the job This is a busy and demanding role, which will involve a variety of tasks including but not limited to the following: Responding to incoming customer queries and requests by telephone, live chat and online portal Account creation and management for computer access The creation of NHS Registration Authority Accounts and Smartcards including identity evidence checking Liaising with technicians and other IM&T staff in respect of the progression of IT User requests Supporting the creation of guidance and process documentation About us Greater Manchester Mental Health (GMMH) Foundation Trust employs over7000members of staff, who deliver services from more than 160 locations. We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond. Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options. Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity. Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users. Date posted 23 January 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 437-6911836 Job locations Prestwich Oakwood, Prestwich Hospital, Bury New Road Prestwich M25 3BL Job description Job responsibilities Principle Duties To cover the Service Desk as a member of the First Line Team. Occasional on-site support service to staff within the Trust as directed by the Service Desk Manager, as need arises. To provide telephone, and remote support service to staff within the Trust. To provide a point of technical escalation and support to the IM&T Service desk. To proactively assist departments in the use of their IT in line with service requirements. Good customer facing skills are essential. To assist with documenting all operational processes and procedures for designated services. To contribute to management reports and undertake service level targeting and reporting as and when required. To provide assistance with the asset management system. Support the training and development of staff working in the service areas, when assisting them with IT requests. To provide cover for the first line operational service as necessary. To participate in the Trust IM&T on-call rota. Leadership May provide guidance and assistance in the equitable distribution of work to team members and the re-allocation of this workload in the event of absence. Ensure an efficient and proactive customer service. Uphold professional standards and act as advocate for the Department. Maintain a highly organised office environment to maintain confidentiality and data protection and set office standards for the team. Maintain and develop an environment and culture that improves health, safety and security of the work place, ensuring effective risk management strategies are implemented. Communication To advise customer representatives and service users of issues relating to the IT service needed to meet their specific IM&T needs. Communicate effectively with all customer personnel and service users in a positive and helpful manner. Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions to ensure that customer needs are met and that technological solutions are appropriately matched to current and planned infrastructure plans and IT strategies. Act as a role model by demonstrating excellent communication and listening skills to staff and customers/patients. Present complex information clearly to colleagues at all levels. Ensure that confidentiality is maintained at all times and that staff adhere to the Data Protection Act, Freedom of Information Act and the Caldicott Principles. Personal and People Development To ensure that the necessary support and training is made available to effectively undertake duties. To participate and deliver a bi-annual appraisal process, including progressing agreed actions and recording discussion etc. To enhance the skills of the IM&T operational team and minimise the necessity to seek external support. To effectively and sensitively carry out staff duties and provide support when required. Please see attached job description and person specification Staff benefits Pay Enhancements: Band Saturday (midnight to midnight) and any week day after 8pm and before 6am All time on Sundays and Public Holidays (midnight to midnight) 1 Time plus 47% Time plus 94% 2 Time plus 41% Time plus 83% 3 Time plus 35% Time plus 69% 4 9 Time plus 30% Time plus 60% 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years Excellent pension Cycle to work scheme Salary sacrifice car scheme Wellbeing programme Blue Light Card Discounts fuelGenie Fuel Cards (for applicable roles) Job description Job responsibilities Principle Duties To cover the Service Desk as a member of the First Line Team. Occasional on-site support service to staff within the Trust as directed by the Service Desk Manager, as need arises. To provide telephone, and remote support service to staff within the Trust. To provide a point of technical escalation and support to the IM&T Service desk. To proactively assist departments in the use of their IT in line with service requirements. Good customer facing skills are essential. To assist with documenting all operational processes and procedures for designated services. To contribute to management reports and undertake service level targeting and reporting as and when required. To provide assistance with the asset management system. Support the training and development of staff working in the service areas, when assisting them with IT requests. To provide cover for the first line operational service as necessary. To participate in the Trust IM&T on-call rota. Leadership May provide guidance and assistance in the equitable distribution of work to team members and the re-allocation of this workload in the event of absence. Ensure an efficient and proactive customer service. Uphold professional standards and act as advocate for the Department. Maintain a highly organised office environment to maintain confidentiality and data protection and set office standards for the team. Maintain and develop an environment and culture that improves health, safety and security of the work place, ensuring effective risk management strategies are implemented. Communication To advise customer representatives and service users of issues relating to the IT service needed to meet their specific IM&T needs. Communicate effectively with all customer personnel and service users in a positive and helpful manner. Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions to ensure that customer needs are met and that technological solutions are appropriately matched to current and planned infrastructure plans and IT strategies. Act as a role model by demonstrating excellent communication and listening skills to staff and customers/patients. Present complex information clearly to colleagues at all levels. Ensure that confidentiality is maintained at all times and that staff adhere to the Data Protection Act, Freedom of Information Act and the Caldicott Principles. Personal and People Development To ensure that the necessary support and training is made available to effectively undertake duties. To participate and deliver a bi-annual appraisal process, including progressing agreed actions and recording discussion etc. To enhance the skills of the IM&T operational team and minimise the necessity to seek external support. To effectively and sensitively carry out staff duties and provide support when required. Please see attached job description and person specification Staff benefits Pay Enhancements: Band Saturday (midnight to midnight) and any week day after 8pm and before 6am All time on Sundays and Public Holidays (midnight to midnight) 1 Time plus 47% Time plus 94% 2 Time plus 41% Time plus 83% 3 Time plus 35% Time plus 69% 4 9 Time plus 30% Time plus 60% 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years Excellent pension Cycle to work scheme Salary sacrifice car scheme Wellbeing programme Blue Light Card Discounts fuelGenie Fuel Cards (for applicable roles) Person Specification Experience Essential Evidence of working in an IT environment including a range of experience and knowledge of end user hardware and software support Desirable Previous experience in NHS IT Skills and Abilities Essential Ability to work effectively within a team Ability to organise and prioritise workload, working to key objectives Demonstrate excellent interpersonal and customer care skills Excellent verbal and written communication skills, and able to communicate effectively at all levels. Self-motivated, adaptable and flexible with genuine interest and enthusiasm for solving IT problems Other Requirements Essential Ability to work under pressure and meet strict deadlines Person Specification Experience Essential Evidence of working in an IT environment including a range of experience and knowledge of end user hardware and software support Desirable Previous experience in NHS IT Skills and Abilities Essential Ability to work effectively within a team Ability to organise and prioritise workload, working to key objectives Demonstrate excellent interpersonal and customer care skills Excellent verbal and written communication skills, and able to communicate effectively at all levels. Self-motivated, adaptable and flexible with genuine interest and enthusiasm for solving IT problems Other Requirements Essential Ability to work under pressure and meet strict deadlines 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Greater Manchester Mental Health NHSFT Address Prestwich Oakwood, Prestwich Hospital, Bury New Road Prestwich M25 3BL Employer's website https://www.gmmh.nhs.uk/ (Opens in a new tab)