Job summary
2x hours per week
This is an exciting opportunityto working within the Service Desk Team at South West Yorkshire Partnership NHSFoundation Trust.
The service desk analysts arethe first point of contact between the IM&T Department and our customersand are responsible for general IT support and providing support for thenumerous systems in use across the Trust.
The team handles a high volumeof calls and emails each day and the ability to take on new work and adapt tochange is essential. You will log,triage and progress calls right through to resolution, offering a first-timefix where possible.
The successful candidate willhave a proven record in customer service. You will be a team player with a goodtelephone manner, first rate communication skills, and strive to be accountableand take responsibility for managing your own tickets and escalating wherenecessary.
The successful candidate willideally have previously worked in an IT environment and have an interest inproblem solving along with knowledge of Microsoft products including Office andActive Directory.
The Service Desk functions islooking to grow and evolve, so the ability to embrace change and maintain apositive outlook is essential, along with a technical aptitude, patience,problem-solving skills and a flexible nature.
All employees of the Trust are strongly encouraged to be fully vaccinated against COVID-19 to protect patients.
Previous applicants need not apply.
Main duties of the job
We are looking for a teamplayer with a confident telephone manner, good communication skills, excellent technicalskills/knowledge appropriate to first line support and to be able to deliverobjectives within an agreed time frame under pressure.
The post holder will takeownership of requests, ensuring that they are recorded accurately, and that viautilisation of the knowledge base appropriate resources are applied. The post holder will be responsible for handlingrequests through the incident management lifecycle within agreed SLA and KPItimescales. The role will also involve escalating tickets both internally andwith the trusts external providers.
The post holder will alsobe expected to take an active role within the team and contribute to serviceimprovement. Excellent people and communication skills are essential tomaintain effective communication links. Previous experience of working on a ServiceDesk, using service management tools and utilising remote support andmanagement tools would be very helpful.
You will be required to work within a shift pattern ofeither 8 am to 4 pm or 9 am to 5 pm Monday to Friday.
At the time of advertising,this role does not meet the minimum requirements (salary threshold oroccupational requirements) set by UKVisas and Immigration to sponsor candidates to work in the UK. For this reason,unfortunately we are unable to sponsor anyone on a visa for this role at thismoment in time.
About us
Weare a specialist NHS Foundation Trust that provides community, mental healthand learning disability services for the people of Barnsley, Calderdale,Kirklees and Wakefield. We also provide low and medium secure services and arethe lead for the west Yorkshire secure provider collaborative.
Our mission isto help people reach their potential and live well in their communities, we do thisby providing high-quality care in the right place at the right time. We employstaff in both clinical and non-clinical services who work hard to make adifference to the lives of service users, families and carers.
We encourageand welcome applications from all protected characteristic groups, we valuediversity and want our workforce to be reflective of our communities.
Beinga foundation Trust means were accountable to ourmembers, who can have a say in how were run. Around 14,300 local people(including staff) are members of our Trust.
Joinus and you will be one of over 4,500 staff committed to supporting and improvingthe mental, physical and social needs of the thousands of people we meet andhelp each year.
Weare committedto safeguarding and promoting the welfare of children, young people andvulnerable adults and expects all colleagues and volunteers to share thiscommitment.
We do reserve to right to close vacancy before the advertised closing date if necessary, so please apply as soon as possible.
Job description
Job responsibilities
The service desk provides support for approximately 4,000 users and theIT Service Desk Analyst Team provides the first point of contact for usersexperiencing difficulties with IT systems and services.
The postholder will be responsible for the provision of professionalfirst line IT support to SWYPFT computer users by telephone and e-mail.
A broad understanding of the IT demands and requirements of NHS staffis needed for this post, together with knowledge of common desktop systems andspecialist NHS applications such as the Health and Social Care InformationCentre (HSCIC).
The postholder will be required to adhere to strict protocols andprocedures in supporting staff and ensuring that correct escalation channelsare followed. Support staff are requiredto promote the correct use of IT resources with the Trust and provide trainingand user assurance.
The postholder will have previous customer service experience and goodcommunication skills. The support staff will need to resolve any problems asquickly as possible and reassure end users; good interpersonal skills areessential.
To support the Service Desk Manager in delivering the defined service desk service.
Provide first and second line support including incident/problem identification, resolution and escalation in line with local Service Level Agreements.
Action Service Requests for software upgrades/installations to ICT equipment ensuring minimum impact to users.
Document processes and procedures to assist with PC configuration, software installation and patch records.
Installation, maintenance, documentation and support of workstations, peripherals and software packages, Windows, Outlook, Office applications, virtual network.
Explain and advise solutions to complex issues to non staff.
We are aware that an increasing number of applicants are using AI technology to generate responses on NHS Job application reliance on AI-generated content in application forms is strongly discouraged and we will conduct a thorough screening process before selecting candidates to progress to the next stage. If you are using AI to enhance your application, please disclose this in your NHS Jobs application form.
Person Specification
PERSONAL ATTRIBUTES
Essential
1. Excellent verbal and written communication skills.
2. Ability to demonstrate excellent customer relationship skills.
3. Customer focussed and interested in helping people.
4. Able to communicate effectively with customers at all levels over the telephone, e-mail and in person and develop instructions for end users as necessary.
5. Able to deliver high standards of customer service in a professional manner.
6. Reliable with good timekeeping.
7. Professional in self-presentation and manner.
8. Customer orientated, confident, approachable and self-motivated team player willing and able to contribute ideas to the team.
9. Prepared to ask for and give help when needed.
10. Flexible and versatile.
11. Self-motivated, enthusiastic and can work on own initiative or as part of a team.
12. Problem solving skills, using both initiative and following procedures.
13. Prepared on occasion to work flexible, unsociable hours where user working arrangements so dictate.
14. Willingness to learn and develop.
15. Ability to travel effectively between Trust sites.
Desirable
16. Presentation skills.
17. Sound analysis skills.
18. Well developed problem solving skills.
Experience
Essential
19. Substantial experience in the delivery of customer service
20. Substantial experience of team working in a busy environment
21. Email & Network experience/understanding.
22. Experience of supporting IT hardware and software.
23. Sound knowledge/experience of working with Active Directory (AD)
24. Experience of dealing with enquiries and investigating solutions in a modern IT environment.
Desirable
25. Previous telephone support experience in a first line role.
26. Experience of working in an NHS Information Service Desk environment.
27. Experience of NHS patient-based information systems.
28. Substantial experience of working in a confidential environment, including a proven understanding of the requirements of patient confidentiality, information security.
PHYSICAL ATTRIBUTES
Essential
29. Ability to undertake the duties and demands of the post.
30. A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
Qualifications
Essential
31. Microsoft Certified Professional (MCP) or qualified to a similar level by experience.
32. Demonstrate an appropriate level of IT competency.
Desirable
33. Working towards additional recognised IT qualifications:
34. ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards.
TRAINING
Essential
35. Proven commitment to personal development as evidenced through attendance at a range of training/development events.
Desirable
36. ITIL Qualification.
37. Customer Services Training.
SPECIAL KNOWLEDGE/SKILLS
Essential
38. Attentive to details and able to accurately record data.
39. Confident and credible telephone manner.
40. Excellent customer care skills.
41. The ability to communicate technical issues effectively and concisely to non-technical staff.
42. The ability to maintain a professional approach under all circumstances.
43. Proven competency with Microsoft Office applications, particularly Windows Operating Systems, Microsoft Office (including Word, Excel, Outlook).
Desirable
44. Knowledge of typical IT infrastructure defects and terminology.
45. Understanding ITIL principles.
46. Have an understanding of typical service desk scenarios that can be reported through to the service desk.