Job overview

The opportunity has arisen for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter-personal skills are required.

You will be part of the Digital Support Desk team, on the front line of the IT department answering phone calls from users and logged requests via our IT Self Service portal. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives. Alongside the other main responsibility of overseeing the procurement function of all things related to IT with the other Digital Customer Support post holders.

The post holder will be based at either our flagship corporate site Estuary Point, Speke, Liverpool or Broughton, Preston and will be responsible for supporting those delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI’s and targets for individuals and contributing to the whole team performance.

Main duties of the job

Key areas of responsibility will include:
To provide excellent standards of customer services at all times to users across North West Ambulance Service NHS Trust. 
To operate the Trusts Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate. 
Digital Support Desk is the first point of contact for over 9,000 customers that may experience problems or have queries relating to systems that support the delivery of patient care. 
To classify, investigate, diagnose and, where possible resolve, at the first point of contact, IT incidents reported to the Digital Support Desk. 
Oversee user management processes for starters/leavers/modifications and ensure accurate reporting is available. 
Oversee all aspects of ICT procurement & supplier management within the ICT Service Management Tool.
You will be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.
The successful candidates should have a good standard of education and sufficient relevant experience.

Working for our organisation

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

Right to work - You will be required to provide a valid right to work in the UK document. North West Ambulance Service NHS Trust are currently able to provide sponsorship for roles that identified under the Health and Care visa, further information on this can be found here Health and Care Worker visa: Your job - GOV.UK (www.gov.uk)

Reference checks - This will cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.

Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1^st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours  for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.