The Countywide IT Service provides IT Services to NHS Organisations and their Partners across Gloucestershire.
We seek an enthusiastic and energetic individual with integrity who has excellence and innovation key to their values. Courtesy and collaboration are vital components of our service delivery.
The successful candidate will provide technical support in areas of service delivery, ensuring continuous improvement to services supporting business continuity. They will be required to work with all levels of IT Service staff, and to assist in the training and assessment of more junior staff.
The service desk environment is extremely busy; the candidate will need to ensure that all incidents are logged with a high level of data accuracy and that incidents are monitored and escalation procedures invoked where necessary. This will include regular communication to customers to support continual service improvement.
Main duties of the job
1. Provide a first point of contact for all IT issues.
2. Work within Trust and department guidelines, policies and procedures.
3. Log faults to our incident management system, maintaining a very high level of data quality, speed and accuracy.
4. Resolve a variety of incidents using software that connects to remote systems.
5. Provide users with realistic expectations in line with our Service Level Agreements.
6. Monitor and action important escalations to the Incident Escalation mailbox.
7. Triage incidents and escalate them to the correct teams.
The following key skills are required:
1. Proven, effective communication skills.
2. Methodical, analytical, calm, self-motivated and confident demeanour, with the ability to multitask and work under pressure.
3. Experience of delivering services under SLA or project-based conditions.
The following skills are desirable:
1. Ability to understand and communicate complex technical information.
2. Advanced keyboard skills.
3. Knowledge of ITIL Frameworks and best practice.
About us
The service Desk is a team of 14 staff who support Hospitals Trust, ICB and GP staff across Gloucestershire. The team works independently and resolves 50% of calls at First line, following knowledge articles and guidance provided. The team also has a senior member on hand daily to respond to any urgent escalations/questions. The team keeps in regular contact using MS Teams video calls and chat functionality.
On a daily basis, we see around 300 phone calls to the service desk each day, in addition to processing a high volume of email and self-service requests. The team has a rota in place to share these tasks, allowing variety to the day-to-day role.
Job description
Job responsibilities
1. Provide a first contact for all IT issues, handling requests in a responsive, professional, and customer-oriented manner.
2. Log faults to our incident management system (TOPDesk), maintaining a very high level of data quality, speed, and accuracy.
3. Make technical changes to systems where appropriate to maintain continuity of service.
4. Resolve a variety of incidents using software that connects to remote systems, considering any Trust-wide implications.
5. Monitor the trust service management system (TOPDesk) and decide whether to resolve unresolved jobs or escalate them.
6. Provide users with realistic expectations in line with our Service Level Agreements.
7. Switch concentration between different information systems while resolving problems.
8. Work within Trust and department guidelines of policy, practice, and procedure.
9. Produce technical documentation for all members of the IT department.
10. Remain professional and calm when defusing situations involving frustrated users.
11. Perform initial diagnostics for users with limited knowledge of PCs.
12. Handle in-depth IT issues that high-end users encounter.
13. Monitor the escalation mailbox and action all incoming emails or queries.
14. Be approachable and understanding towards the team and lead by example.
15. Assist in the training and assessment of more junior staff.
16. Participate in an on-call rota providing emergency out-of-hours IT support.
Person Specification
Qualifications
Essential
* Educated to GCSE level.
Desirable
* IT Qualification.
* SDI Service Desk Analyst Qualification.
* ITIL Foundation.
Experience
Desirable
* Experience of delivering services under SLA or project-based conditions.
* Knowledge of ITIL Frameworks and best practice.
* Past experience of working in a Service Desk/Service Delivery environment.
* Experience in problem-solving in a mixed computing environment.
* Experience of IT systems administration.
Knowledge/ Skills
Essential
* Methodical, analytical, calm, self-motivated and confident demeanour.
* Ability to multitask and work under pressure.
* Strong written and verbal communication skills.
* Ability to understand and communicate complex technical information.
* Advanced keyboard skills.
Employer details
Employer name
Gloucestershire Hospitals NHS Foundation Trust
Address
Victoria Warehouse
Gloucester
GL1 2EL
Any attachments will be accessible after you click to apply.
318-24-COR-R12810-A
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