Job summary An opportunity has arisen for an IT Service Desk Technician to work in conjunction with the Trust's existing support teams to provide a 24 hours Service Desk cover, 7 days per week and 365 days a year, on site and on a rota basis. The rota is based on the continental shift model, so the successful applicant will be required to work 2 types of 12 hour shifts: 05:45am to 18:15pm and 17:45pm to 06:15am on a rota basis which will also include 1.5hrs worth of breaks and a short 8 hours shift every 4 weeks. The post-holders will provide technical support from our on-site offices, for all Trust sites. These include the existing campuses; namely: Northern General Hospital, Royal Hallamshire Hospital, Jessop Wing, Charles Clifford Dental Hospital and Western Park Hospital as well as our community based sites which have transitioned under the management of the Trust's IT Support service. Applicants must have knowledge and experience of Microsoft desktop, server environments and network technologies. Interviews will be face to face at Coleridge House, Northern General Hospital. Main duties of the job Provision of on-site, 1st and 2nd line technical support for all our 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 relating to the availability of the live service Desktop support and troubleshooting Liaising with 3rd party vendors and on-call teams to escalate and resolve incidents Hardware and software installations Supporting mobile devices (such as Mobile phones, tablets and laptops) Participate in projects as required This Vacancy is advertised on a permanent and full time basis. About us You will be working for an organisation which values and respects all its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives. The Informatics Directorate is responsible for developing the Trust's Information, Communication and Technology Strategy and for delivering the information systems development programme. It 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. Supporting over 16,000 users across 5 hospitals and multiple sites across the region, the department operates within a Service Management Framework and has a number of mature service management processes in place which operate across the Departmental structure. A Continual Service Improvement Programme is in place which aims to develop other ITIL processes and improve existing ones to ensure that the service delivered meets the business requirements of the Trust. Our 24x7 teams are required to work on site to centrally support our Trust users IT needs. Date posted 17 February 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year pa/pro rata for part time staff Contract Permanent Working pattern Full-time Reference number 190-8730-DIR Job locations Northern General Hospital Herries Road Sheffield S5 7AU Job description Job 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. Job description Job 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 Essential GCSE English and Mathematics Grade A-C or equivalent qualification/experience. HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C) ITIL Foundation or willingness to take Desirable Further ITIL Qualifications CompTIA Network Microsoft/Unix/Linux System Administration or equivalent handson experience SDI - Service Desk Foundation (SDF) SDI - Service Desk Analyst (SDA) Experience Essential Experience of working in IT Support and/or Customer Services Environment including work placement as part of a period of study Knowledge of desktop computer hardware / software gained through study or practical experience. Experience of deployment and ongoing management of enterprise infrastructure monitoring and alerting product suites Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends Experience of working with ITIL and Service Management processes Experience working with modern ITSM products Experience working with software asset management and hardware reporting tools Experience of collaborative and team working practices Evidence of a continual improvement work ethic Maintaining good relationships with colleagues, customers and vendors Desirable Experience of supporting and installing Microsoft products and operating systems. Providing IT support in a healthcare environment Experience of using Cherwell Service Management Toolset Experience of using Contact Centre call management Toolset Experience of working with ITIL and Service Management Processes Experience of RA processes Skills and Knowledge Essential Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations Experience and good understanding of Microsoft products e.g. excel, access, power point and word Demonstrate effective written and verbal communication skills Produce timely, accurate written/electronic records and documents Demonstrates work process to other members of IT Services within own work area Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation Ability to evaluate and interpret technical information for communication to a wide audience Ability to work unsupervised in a pressured environment Ability to react quickly to challenging situations Advanced keyboard skills Regular VDU user Other Factors Essential Able to commit to working a 24/7 365 continental shift pattern including working evenings, nights and weekends to include public bank holidays Flexible approach to working and requirement to work unsociable hours in line with the needs of the service. Participate in the on-call service, providing out-of-hours support in line with service requirements. Ability to occasionally exert moderate physical effort installing and moving IT equipment Desirable A clean and valid UK driving licence Personal Qualities Essential Able to communicate across all levels to service users both verbally and in written form Demonstrates an analytical and logical approach to problem solving Commitment to continual personal development with an ability to maintain skills set through further training Interpersonal Skills Self-Motivated Methodical and systematic in approach to all aspects of work Organisational skills with attention to detail Creative Thinking Able to demonstrate behaviours consistent with Trust Core Values Other Factors Desirable A clean and valid UK driving licence Person Specification Qualifications Essential GCSE English and Mathematics Grade A-C or equivalent qualification/experience. HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C) ITIL Foundation or willingness to take Desirable Further ITIL Qualifications CompTIA Network Microsoft/Unix/Linux System Administration or equivalent handson experience SDI - Service Desk Foundation (SDF) SDI - Service Desk Analyst (SDA) Experience Essential Experience of working in IT Support and/or Customer Services Environment including work placement as part of a period of study Knowledge of desktop computer hardware / software gained through study or practical experience. Experience of deployment and ongoing management of enterprise infrastructure monitoring and alerting product suites Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends Experience of working with ITIL and Service Management processes Experience working with modern ITSM products Experience working with software asset management and hardware reporting tools Experience of collaborative and team working practices Evidence of a continual improvement work ethic Maintaining good relationships with colleagues, customers and vendors Desirable Experience of supporting and installing Microsoft products and operating systems. Providing IT support in a healthcare environment Experience of using Cherwell Service Management Toolset Experience of using Contact Centre call management Toolset Experience of working with ITIL and Service Management Processes Experience of RA processes Skills and Knowledge Essential Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations Experience and good understanding of Microsoft products e.g. excel, access, power point and word Demonstrate effective written and verbal communication skills Produce timely, accurate written/electronic records and documents Demonstrates work process to other members of IT Services within own work area Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation Ability to evaluate and interpret technical information for communication to a wide audience Ability to work unsupervised in a pressured environment Ability to react quickly to challenging situations Advanced keyboard skills Regular VDU user Other Factors Essential Able to commit to working a 24/7 365 continental shift pattern including working evenings, nights and weekends to include public bank holidays Flexible approach to working and requirement to work unsociable hours in line with the needs of the service. Participate in the on-call service, providing out-of-hours support in line with service requirements. Ability to occasionally exert moderate physical effort installing and moving IT equipment Desirable A clean and valid UK driving licence Personal Qualities Essential Able to communicate across all levels to service users both verbally and in written form Demonstrates an analytical and logical approach to problem solving Commitment to continual personal development with an ability to maintain skills set through further training Interpersonal Skills Self-Motivated Methodical and systematic in approach to all aspects of work Organisational skills with attention to detail Creative Thinking Able to demonstrate behaviours consistent with Trust Core Values Other Factors Desirable A clean and valid UK driving licence 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 Sheffield Teaching Hospitals NHS Foundation Trust Address Northern General Hospital Herries Road Sheffield S5 7AU Employer's website https://www.sth.nhs.uk (Opens in a new tab)