South Tyneside and Sunderland NHS Foundation Trust
This key position will provide support to the ICT Service Support team, managing incidents, service requests, and project/deployment work.
We are looking for a committed and professional candidate with a proven track record of high levels of performance and customer care in desktop support.
The successful candidate will have a good understanding and experience of Service Desk protocols, desktop support, hardware rollout projects, and be able to work towards performance targets and resolve high-profile escalations from all areas of the ICT estate.
We are looking for an enthusiastic and highly motivated individual to join our team. If you think that you have the requisite skills and experience to meet this challenge, then we would like to hear from you.
Please note the Trust cannot offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. Applicants are requested to consider this when making their application. Please visit Gov.UK for further information.
Main duties of the job
To provide IT advice, technical support, and fault resolution service to staff working within the Trust by:
* Ensuring a prompt and efficient response to requests.
* Fulfilling requests and resolving faults quickly and efficiently.
* Rotating onto our ICT Service Desk to provide customer support via telephone, email, and support portal.
* Maintaining good communication at all times.
* Maintaining a good level of technical knowledge.
Working as part of an expanding team based at South Tyneside District Hospital, working 8:30 AM to 5:00 PM Monday to Friday.
About us
Please help us by adding your telephone number to your application form; this will allow us to contact you quickly if required.
One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award-winning teams. We have a passion for research, innovation, and tackling inequalities. We are committed to respect, fairness, and civility and promote a compassionate, caring, and positive culture/work environment.
We welcome all applications irrespective of race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity, and particularly those from under-represented groups. Looking after our workforce's health and wellbeing is a priority for STSFT. We also provide access to high-quality education, training, career progression, and support. Flexible working is supported via the Trust's Flexible Working Policy.
The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialized services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support, and access to a Childcare Coordinator to help staff with childcare arrangements.
Job responsibilities
PLEASE REFER TO THE ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.
To provide IT advice, technical support, and fault resolution service to staff working within the Trust by:
* Ensuring a prompt and efficient response to requests.
* Fulfilling requests and resolving faults quickly and efficiently.
* Maintaining good communication at all times.
* Maintaining a good level of technical knowledge.
To contribute to the Trust's service to patients by:
* Ensuring staff are able to use the IT equipment and systems available to them to facilitate and record patient care.
* Minimizing disruption to staff due to IT equipment or system failures by providing an efficient and effective support service.
* Undertaking the installation, configuration, and deployment of IT equipment and software.
* Maintaining accurate and timely IT service management and asset records as well as undertaking asset audits where required.
* Responding to and fulfilling users' service requests submitted via the IT Service Desk and reporting back on progress and resolution.
* Analysis, troubleshooting, and repair/remediation of IT equipment and systems.
* Providing advice where possible to enable users to resolve their own problems.
* Calling on assistance from other members of the IT Department, partner organizations, or external suppliers as appropriate.
To support the operational IT equipment, systems, and services within the Trust which fall within the remit of the Information and Communications Technology (ICT) Department.
To ensure the delivery of a high-quality customer-focused service to users of ICT facilities, through the efficient repair and maintenance of IT Equipment, systems, and applications.
To contribute to the operation of an efficient and effective First Line support service by providing technical resource and cover to the IM&T Service Desk as part of a duty rota.
To provide an efficient and effective Second Line support service by providing technical expertise as part of the Technical Support function, covering all Trust sites/service locations.
Providing support for Trust-wide information systems and provision of support, including giving advice to staff at all levels of the organization.
Person Specification
Qualifications
* Hold a Level 3 qualification in an IM&T related subject plus practical experience of providing ICT technical support within a large organization.
* Or
* Have at least three years practical experience of providing ICT technical support within a large organization.
* A technology or vendor qualification.
Other Requirements
* Must have a willingness to learn and engage in personal development.
* Good personal presentation and good interpersonal skills are essential.
* Must be mature in outlook and able to be trusted to work in sensitive areas and in the presence of the public.
* Excellent interpersonal skills including the ability to build a team and to motivate staff.
* May from time to time work outside of normal business hours.
* The post holder must meet the travel requirements of the role. Where the post holder is required to use Trust vehicles, they must maintain a full clean driving license.
Experience
* Practical experience of providing IT support in a large organization.
* Experience of working in a helpdesk environment, supporting system users by telephone, electronically, and in person.
* Knowledge gained through experience within an NHS setting.
* Previous direct experience in a similar role.
* Experience of supporting technical solutions in NHS.
Skills and Knowledge
* Extensive knowledge of providing ICT technical support in a large organization.
* Thorough understanding of installing, configuring, and troubleshooting client equipment and systems within a large complex environment.
* Comprehensive understanding of the maintenance, diagnostics, and repair of complex ICT equipment.
* In addition, the post holder will have an understanding of the principles of IT Service Management (ITIL or equivalent).
* Excellent interpersonal skills and the ability to communicate with staff at all levels of the organization, and across multi-agency boundaries.
* Understanding of the NHS.
* Awareness of ICT and technical solutions in NHS.
Employer name
South Tyneside and Sunderland NHS Foundation Trust
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