Job vacancy: IT Service Desk Technical Support Assistant, Nottinghamshire Healthcare NHS Foundation Trust, Nottingham

Job summary

Main area: Administration
Grade: Band 3
Contract: Fixed term: 12 months (Potential for a Permanent Role within the 12 months)
Hours: Full time - 37.5 hours per week
Job ref: 186-892-24-CS

Employer: Nottinghamshire Healthcare NHS Foundation Trust
Employer type: NHS
Site: Duncan Macmillan
Town: Nottingham
Salary: £22,816 - £24,336 per annum (pro rata for part-time)
Salary period: Yearly
Closing: 30/07/2024 23:59

IT Service Desk Technical Support Assistant

Band 3

Detailed job description and main responsibilities

The Technical Support Assistant on the Service Desk is the face of ICT to our 10,000 customers within Nottinghamshire Healthcare NHS Foundation Trust.

This can be a challenging role, which requires excellent Customer Service skills, the ability to analyse, troubleshoot and communicate with our customers who have varying levels ot ICT knowledge and skills.

The Service Desk is part of a newly formed Customer & Technical Support Team, providing 1st and 2nd line support for our Customers, in which we intend to provide long term training and development opportunities for everyone within the Team.

This job requirements are providing support to all Trust staff; logging, monitoring and escalating calls, as required, through to resolution; using technical knowledge and skills.

Provide first line technical support and guidance utilising second and third line resources where appropriate and necessary for all mobile and fixed ICT equipment and systems.

Advise staff on Software and hardware updates, including when items are Beyond Economical Repair and need replacing, acting under guidance from senior support staff.

Manage own efficiency and the variable workflow of the service desk, with the ability to work under own cognisance with occasional supervision.

Deliver technical support to Trust staff in accessing a wide range of Clinical and non-clinical software including home working and off site support.

Have access to monitor core infrastructure components to support critical Trust services and systems (Server systems, network Infrastructure, software and national applications).

Utilise a wide range of multidisciplinary skills, experience and internal training to aid working collaboratively with the all other Digital Services Teams and Health Informatics Service Departments; providing the highest level of flexible support to all Trust staff.

Compliance to Trust standards, corporate Policies and Procedures, local Policies and Procedures.

To assist in the administrational support duties of Digital Services for allocating hardware and system access.

Please note that this post does not meet the pay level required for a Skilled worker visa.
Successful applicants with no prior NHS experience would normally be placed at the bottom of the band in line with Agenda for Change. This salary is below the minimum salary required for sponsorship for a Skilled Worker / Health & Care visa. In these circumstances the Trust would not, therefore, be able to sponsor for a Skilled Worker / Health & Care visa.
Applicants requiring a Skilled Worker Visa can determine the likelihood of obtaining a Certificate of Sponsorship against the relevant criteria here https://www.gov.uk/skilled-worker-visa

Person specification

Qualifications

Essential criteria

5 GCSEs A-C or equivalent including English & Maths

Desirable criteria

Degree in related subject, 3 A Levels at grade A-E or equivalent
COMPTIA A+ or equivalent
ECDL or CLAIT II
ITIL Foundation

Work Experience

Essential criteria

Previous experience of working within a service / help desk environment

Desirable criteria

Experience in a technical support role
Experience in an NHS support environment
Previous experience of working in a Customer Services environment

Aptitudes / Skills

Essential criteria

Analytical skills and ability to work logically, methodically, and accurately to agreed standards
Ability and eagerness to meet new objectives and learn new skills
Ability to communicate effectively and build personal relationships with end users.
Maintain ICT documentation and records using an ITSM Tool
Knowledge of Windows O/S & MS Office applications
Knowledge of PCs and peripheral hardware
Customer focused

Desirable criteria

Knowledge of Clinical systems
Knowledge of MFD Printers
Basic understanding of networking principles
Knowledge of TPP SystmOne

Trust Values and Behaviours

Essential criteria

All colleagues are expected to demonstrate at interview that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values: Trust Honesty Respect Compassion Teamwork
All colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust’s expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation

Additional Information

The closing date given is a guide. We reserve the right to close the post early once we have received a sufficient number of applicants, so we advise you to submit your application early to prevent disappointment.
We will be requesting references by email. Please ensure you include email addresses and contact numbers for your referees to avoid delay in the recruitment process.
The Trust believes in treating everyone with dignity and respect and encourages applications from all sectors of the community. We guarantee an interview to candidates with disabilities who meet the minimum essential criteria.
Communication regarding your application will be sent via email therefore, please ensure you regularly check your spam/junk folder.
In submitting an application form, you authorise Nottinghamshire Healthcare NHS Foundation Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you. This data will be transferred using NHS Electronic Staff Record and third party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post. Should you require any further information please refer our Privacy Policy shown on the Trust website, please click here for more information.
For eligible posts, DBS disclosures are mandatory before commencement of employment. If you are in a position that is deemed a regulated adult and/or child care role, you will not be able to start your employment until we have received a satisfactory DBS Disclosure. The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Convictions which would otherwise be considered as 'spent' will also be checked as part of an Enhanced DBS Disclosure.