Job summary
An energetic and collaborative teamculture is at the heart of the Herefordshire & Worcestershire Health &Care IT Service Desk. A fast-growingdepartment who are passionate about providing the best CARE to Trustcolleagues. We spend our day supporting colleagues to ensure the IT servicethey receive is the best it can be, this is the team we want you to join.
In return we are committed todeveloping our employees and will support you to create a dedicated trainingimprovement plan. We want you to join the team who are going to make thingshappen.
Over the last 12 months the teamsfocus has resulted in the attainment of SDI certification. The continued SDIaccreditation will improve, benchmark, and allow the team to embrace thechallenge through continual improvement.
Whilst we can teach you the IT skillsto become a vital member of the Service Desk team, you need to bring with you apositive attitude, willingness to learn, great communication and excellentcustomer service skills.
Main duties of the job
So, whats the next step? Come and join our small team with big ideas Weve saved you a space, now come and help us grow.
Your typical day will see youanswering telephone calls from Trust colleagues looking to resolve their ITissues, logging all calls within the call logging system, responding to emails,liaising with colleagues, and exploring opportunities for improvement.
We will support you every step of theway by providing documented scripts to ensure we understand the wants and needsof our callers. Gathering a minimumdataset of information and attempting to resolve as many issues on a first callbasis Our aim is to make IT accessible, and as simple as possible for allTrust staff.
You will be required to work fromKings Court 1 in Worcester. The contracted hours are, working Monday toFriday, with on call duties once fully trained.
About us
At Herefordshire and Worcestershire Health and Care NHS Trust,we are working together to deliver outstanding care. We run community hospitalsand community health services across Worcestershire and provide mental healthand learning disability services across both Herefordshire and Worcestershire.
Our people (all 4500+ of them) provide services for people ofall ages, experiencing both physical and/or mental health conditions from over100 sites.
We will support you to thrive; offer flexibleworking options for a great work-life balance, help you fulfil your ambitions,and empower you to make positive changes within your team or service. We valuediversity and encourage applications from people of all backgrounds, cultures,and ethnicities.
What we offer;
1. 27 days leave plus bank holidays, increasing up to33 days with long service
2. Generous NHS pension and enhanced pay when you workunsocial hours
3. Flexible and agile working opportunities
4. Great maternity, paternity, and adoption support
5. Wide range of supportive staff networks
6. Health and wellbeing opportunities
If you would like to know more, please visit ourwebsite.
Sharingyour data - As a data controller we may sometimes need to process your data topursue our legitimate business interests, for example to request a survey fromyou (optional), to support the Trusts understanding of where you gainedinterest in working for the Trust.
Job description
Job responsibilities
For full details of the duties and criteria for the role please refer to the job description and person specification attached.
Person Specification
Qualifications
Essential
7. Good level of general education and educated to academic Level 3 in a relevant subject
8. I understand that I will be asked to provide original certificates to verify my qualifications at point of offer.
Desirable
9. ITIL V3 Service Management Foundation
Experience
Essential
10. Previous experience of working in a Service Desk/call centre or other customer focused environment
11. Facilitation of a customer focused culture within the team
Desirable
12. NHS/customer service experience
13. Relevant experience in supporting users with various operating systems / devices
14. Minimum of 1 year in a similar fast paced, results driven IT helpdesk/ service support role
15. Experience of working to Service Level Agreements / Operational Level Agreements