Job summary
- Main area
- Service Desk
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 301-JP-24-6376235
- Employer
- Midlands Partnership University NHS Foundation Trust
- Employer type
- NHS
- Site
- Lawton House
- Town
- Trentham
- Salary
- £25,147 - £27,596 per annum
- Salary period
- Yearly
- Closing
- 09/07/2024 23:59
Employer heading
1st Line Technician
Band 4
Job overview
At MPFT we pride ourselves on staff wellbeing and development and can we offer you:
- Our SOOTHE resources - supporting staff across the trust with their physical, mental and financial health. In addition to the support offered from our occupational health provider Team Prevent.
- Counselling support and lifestyle information with advice on a variety of personal matters
- “In our Gift” providing a platform for your voice to be heard to inform change
- The opportunity to purchase additional annual leave
- Opportunities for flexible working (depending on the role)
- Career development opportunities and coaching plus access to in house training programs
- Innovative research training program entitled STARS (Supporting the advancement of Research Skills)
- Child Care Vouchers Scheme
- Recognition and engagement through our staff LOVE awards, LOVE long service awards and Staff Engagement Surveys
- NHS discounts available via the Blue Card and Red Guava schemes
Main duties of the job
This is an exciting opportunity to join a vibrant and busy NHS IT Service Desk, based in Trentham, Stoke on Trent.
We are proud to be a 3-star Service Desk Institute accredited organisation.
The Service Desk offers a high quality customer focused IT service to all staff in our Partner Trusts and NHS organisations. You must be an enthusiastic person with a flexible attitude, able to work in a team environment or on your own and have excellent customer service experience.
Staffordshire and Shropshire Health Informatics Service (S&SHIS) is a shared service hosted by Midlands Partnership NHS Foundation Trust. We provide a portfolio of IT services to NHS organisations across the Staffordshire and Shropshire health economy.
This post is responsible for the management, investigation and resolution of a range of IM&T issues within the local health economy.
The post will primarily provide 1st line technical support to all aspect of hardware infrastructure, software applications and related technologies.
Working for our organisation
Midlands Partnership NHS Foundation Trust (MPFT) is an award winning organisation with over 9000 employees. We are one of the largest integrated Health and Social Care providers, covering services across North & South Staffordshire, Shropshire, Hampshire, Buckinghamshire, Isle of Wight and Essex.
Demonstrating our strong commitment to equality, diversity and inclusion, and in context of our objective aligned to the growth of diversity across the workforce; we are particularly seeking applications from individuals who may be from under-represented groups, such as black, Asian or other ethnic groups, individuals with a disability, or LGBTQ+ individuals who meet the specific criteria.
We are embedding values based and inclusive recruitment practices to ensure that all applicants, from any backgrounds, have an equal chance of success in achieving a role with us.
Detailed job description and main responsibilities
This post is responsible for the management, investigation and resolution of a range of IM&T issues
within the local health economy. The post will primarily provide 1st line technical support to all aspects of hardware infrastructure, software applications and related technologies.
Main Duties and Responsibilites include:
- Providing a customer focused IM&T support Service to staff within S&SHIS Customer Organisations.
- Delivering a high standard of customer service in a professional manner.
- Providing first line support and deliver remote support to resolve incidents whilst the user is on the telephone.
- Configure Permissions to shared Network resources
- Maintain accurate records of additions, modifications or removals of components of the ICT Infrastructure and IT user accounts and system rights in the appropriate Information System (e.g. SMT / Active Directory / CMDB/ IPT Call Processing Systems).
- Manage incidents including logging and resolving calls and provide system configuration services recording all activity through the S&SHIS service management software.
- Accurately collate and record all relevant detail to facilitate the timely resolution of incidents and service requests.
- To be aware of, adhere to and implement team plans and policies.
- To demonstrate specialist knowledge in technical specialities underpinned by current industry good practice.
Person specification
Qualifications & Training
Essential criteria
- Foundation Degree/HND or extensive and relevant work experience
- Advance ECDL or equivalent
- Foundation Certificate in ITIL Service Management.
- Formal Customer Service Training
Desirable criteria
- Microsoft Certified Professional qualifications.
- Degree in an IT related subject.
- Attendance at Microsoft accredited training for Troubleshooting and Supporting Windows7 in the Enterprise.
Experience
Desirable criteria
- Experience of supporting current Microsoft Operating systems.
- Experience of supporting current Microsoft desktop applications
Skills, Knowledge & Abilities
Essential criteria
- Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
- Excellent telephone skills.
- Good problem solving skills
Desirable criteria
- Good knowledge of Microsoft Office Desktop applications.
Qaulifications & Training
Desirable criteria
- Intermediate Certificate ITIL Service Management (Service Operation) or equivalent level of knowledge, skills and experience.
Experience
Essential criteria
- Experience of working in a customer focused environment on the telephone or face to face.
- Experience of working in a technical support role with Microsoft technologies.
Desirable criteria
- Experience in Healthcare IT.
- Experience with Active Directory
Skills, Knowledge & Abilities
Essential criteria
- Excellent written and verbal communication skills.
Other Job Requirements
Essential criteria
- Evidence of ongoing personal and professional development.
Experience
Essential criteria
- Experience of working in a Service Desk role.
Skills, Knowledge & Abilities
Essential criteria
- Capable of working as a self-motivated post holder yet also able to work as a team and support colleagues when necessary.
- Possess excellent customer service skills.
- Able to liaise with staff at all levels of the organisation and partner organisations when necessary.
- Able to prioritise many conflicting demands.
- Able to record data accurately, especially under pressure.
- Have the ability to choose phrases and terminology appropriate to audience to assist in their understanding of the subject matter.
- Able to deal with customers at all levels.
Desirable criteria
- Numerate with a high level of attention to detail
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Ty Henry
- Job title
- First Line Manager
- Email address
- [email protected]
- Telephone number
- 0300 303 1673
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