Main area: ENH Digital Service Desk
Grade: NHS AfC: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week (On Call)
Job ref: 361-6562735
Employer: East and North Hertfordshire NHS Trust
Employer type: NHS
Site: Lister Hospital
Town: Stevenage
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 25/10/2024 23:59
Interview date: 05/11/2024
1st Line Support Engineer - Digital Operations
NHS AfC: Band 4
Here at East and North Hertfordshire NHS Trust,
Our mission is: Providing high-quality, compassionate care for our communities
Our vision to 2030 is: To be trusted to provide consistently outstanding care and exemplary service
Job overview
We are recruiting for a 1st Line Support Engineer - Digital Operations who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
This is an opportunity to work as part of our Digital Service Desk Team who are vital to ensuring our 6000 IT users working across the East & North Herts NHS Trust sites including Lister, QEII, Hertford and Mount Vernon, have access and support to the systems required.
1st Line support will include support for various applications and software such as Email, Active Directory, Outlook and MS Office products. You will be logging calls via Numara Track IT, of which internal training will be provided. The ideal candidate will have previous service desk experience, and it would be advantageous to have NHS knowledge.
You will have an excellent telephone manner and communication skills, as well as having interpersonal skills, be able to keep calm in busy pressurized situations. Ability to learn and communicate technical information. You will need to be able to work as part of a team as well as being able to work on your own.
Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!
Main duties of the job
1. Responsible to record all service desk calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the customer, in line with Service Desk Minimum Data Set requirement.
2. Perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.
3. Forward appropriate service desk calls to third party support service providers including any national solutions including NHS Email this to the customer when required.
4. Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National Email, Managed Print service etc.
5. Have Local Organisation Administration functionality within the National Email System providing support to all Trust users.
6. Monitor progress of fault resolution with IT staff, customers and third party maintenance contractors and then invoke escalation procedures when required. Report back to customers when fault resolution is complete and, after resolution, ensure customer satisfaction with the outcome.
7. Populate and maintain Service Desk call logging system.
Working for our organisation
At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
* The Lister Hospital, Stevenage
* New Queen Elizabeth II (New QEII), Welwyn Garden City
* Hertford County, Hertford
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.
Person specification
Qualifications/ Training
* A level passes, BTEC or equivalent
* Service Desk Operator Training, ITIL Knowledge
Previous Experience
* IT support
* Customer focussed work
* Advanced keyboard skills
* Able to prioritize and filter telephone calls using own initiative
* Experience of working on a Service Desk or equivalent
* Some experience of working under pressure and to tight deadline
* Experience of liaising with suppliers, colleagues and IT users
* Service Desk operations
* PC first line support
* Worked in large organization/busy office
* Preparation of short written reports
Skills
* Good telephone manner and communication skills
* Good interpersonal skills
* Keeps calm in busy pressurized situation
* Ability to learn and communicate technical information
* Ability to work on own or as part of a team.
Knowledge
* Knowledge of Windows 7, 10 Office 2010 & 365 Use of email and Service Desk software
* Printer and other IT peripheral operation
* Familiar with using a PC and standard office software
* NHS Mail
Other requirements
* Understanding of, and commitment to, equality, diversity and inclusion
* Role model our Trust values every day
Our values
We want our staff to believe in, demonstrate and live our values in everything we do.
Include
We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.
Respect
We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.
Improve
We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.
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