Job vacancy: IT Service Desk Engineer, Mersey Care NHS Foundation Trust, Liverpool

Job summary

Main area

Administrative & Clerical

Grade

Band 4

Contract

Permanent: Monday to Friday between 8am - 5:30pm

Hours

Full time
Flexible working

37.5 hours per week (Monday to Friday between 8:00am - 17:30pm)

Job ref

350-TWS6376818

Employer: Mersey Care NHS Foundation Trust
Employer type: NHS
Site: Saturn House
Town: Liverpool
Salary: £25,147 - £27,596 per annum
Salary period: Yearly
Closing: 15/07/2024 23:59

IT Service Desk Engineer

Band 4

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Detailed job description and main responsibilities

1. Handle Service Desk telephone calls, recording all new incidents using the minimum data
set, and updating existing incident records with any new information received.
2. Monitor other communication routes to the Service Desk, eg mailbox, self-service tool, ensuring new incidents are recorded, and customer queries are dealt with promptly.
3. Categorise and prioritise incidents and service requests according to guidelines detailed in the Incident management process.
4. Provide 1st line support, resolving the majority of incidents at first point of contact, using remote support tools where applicable to achieve this.
5. Resolve Incidents not resolved at first point of contact due to the lengthy nature of the fix and, where requested, assist with the 2nd-line support queue
6. Assign unresolved Incidents to the appropriate specialist resolver group.
7. Log incidents with third party vendors, and take ownership of third party incidents until resolution.
8. Liaise with the Connecting for Health Service Desk (or LSP) to raise incidents relating to National Applications: completion of Triage Forms; monitoring and tracking of all Incidents raised with the CfH Service Desk until resolved.
9. Responsible for monitoring and tracking ALL Incidents and Service Requests ensuring Incidents are resolved within Service Level Targets
10. Communicate updates and service disruptions to users, selecting the most appropriate communication tool, e.g. email, intranet, and providing an estimated resolution time, if possible
11. Escalate Major Incidents to the appropriate team, and contribute to Major Incident Reviews, where appropriate
12. Identify multiple instances of incidents of a similar nature, and escalate to the appropriate team
13. Record appropriate resolution details in the service management software, selecting the relevant resolution categories – contributing to the IM Knowledge Base.
14. Resolve incidents, where possible, ensuring the customer is satisfied beforehand 15. Conduct User Satisfaction surveys under the instruction of the Service Desk Manager
16. The post holder will be required to perform Active Directory administration duties, including password resets & account administration. This may include adding and administering permissions and security groups
17. The post holder will be required to perform Email (inc MS Exchange, NHS Mail) administration duties including, but not limited to, mailbox creation, updating email distribution groups and adding and administering Public Folders & Calendars 18. The post holder may be required to provide training to new starters or less experienced Service Desk staff.
19. The post holder may be given the opportunity to work as part of a 24hr Service desk which would involve evening and night work.

Person specification

Qualifications

Essential criteria

ITIL Foundation ‘Green badge’ (or equivalent experience)
MCP (Microsoft Certified Professional) or equivalent experience
CompTIA A+ (or equivalent exp.)
Higher National Certificate or Diploma in IT, or equivalent experience.

Desirable criteria

MCSA (Microsoft Certified Systems Administrator)
CompTIA Network+
Member of UK Council of Health Informatics Professionals (UKCHIP)

Experience

Essential criteria

Experience in an IT Service Desk role.
Substantial experience of using Microsoft Office applications, and ECDL qualified (or equivalent experience).

Desirable criteria

Experience working in NHS IT department

VALUES:

Essential criteria

Continuous Improvement
Accountability
Respectfulness
Enthusiasm
Responsive to service users
Engaging leadership style
Strong customer service belief
Transparency and honesty
Discreet
Support
High professional standards
Change oriented

Skills

Essential criteria

Ability to communicate and understand complex technical information.
Ability to explain technical issues in a non technical and non threatening way to users.
A high level of customer service and telephone skills.
Problem solving, logical troubleshooting and analytical skills
Advanced Keyboard Skills

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We celebrate diversity and promote equal opportunities; we are committed to challenging and eliminating racism and other forms of discrimination and advancing and promoting equality of opportunity in the provision of services and creating an inclusive environment for all employees. We believe that everyone has the right to be treated with dignity and respect.

We take positive action to support disadvantaged groups and also particularly encourage applications from ethnic minorities, disabled and LGBTQIA+ people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces personnel as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.

As a Disability Confident Employer, we offer a guaranteed interview scheme for applicants who consider themselves to be disabled who meet the minimum (essential) criteria for the role in the person specification. If you would like your application to be considered under the Trust’s guaranteed interview scheme you can indicate this in the personal information section of your online application form.

Please ensure you check the email account from which you apply for all correspondence. All information regarding your application will come from apps.trac.jobs not NHS Jobs. Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.

Should you require a reasonable adjustment to our recruitment process please email [email protected] to ensure that measures can be put in place to support you.

We reserve the right to close any vacancy earlier than advertised in exceptional circumstances once we have received a high volume of applications.

The Trust expects all post holders who require an enhanced DBS for their role subscribe to the DBS Update Service. You will be required to enrol for this service for a fee of £13 per year and maintain registration. Trans applicants who require a DBS check and do not want to reveal details of their previous identity can contact the DBS Sensitive Applications Team (01516761452 or email [email protected]) with their application number once they have completed their DBS application form. The team can prevent any previous identity showing on the DBS Certificate, unless the applicant has a conviction under their previous details in which case this will need to be disclosed.

Flexible working requests will be considered for all roles.