Bank - Digital Service Desk Engineer
Job summary
To manage and maintain the department's customer call logging system, ensuring all incident and service request calls are accurately logged and appropriately managed and escalated.Be the first point of contact for our Trust colleagues with regard to faults and incidents associated with using our infrastructure, communications and core corporate applications. You will need to be able to communicate excellently with all levels of staff and liaise with third party suppliers, be presentable, and willing to help and learn. The post holder is required to support the Service Desk Manager in the delivery of allother Service Desk related activities.
Main duties of the job
Managing the ICT Service desk telephone calls.Complete user and resource request forms.Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures.Escalating any incidents and service requests that you can't resolve, to senior members of staff.Have a 'service orientated' approach to work, with excellent customer service skills.To work as a member of a team, encouraging knowledge sharing.Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs.
About us
Employees, workers, and / or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust's values.Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues' behaviours breach the spirit of Trust values.
Job description
Job responsibilities
Managing the ICT Service desk telephone calls.Complete user and resource request forms.Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures.Escalating any incidents and service requests that you cant resolve, to senior members of staff.Have a 'service orientated' approach to work, with excellent customer service skills.To work as a member of a team, encouraging knowledge sharing.Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs.Follow agreed plans, procedures and instructions to complete tasks andactivities.Work to defined deadlines as part of a team and on an individual basis todeliver technical service within the Service Level Agreements.Quick and accurate advanced keyboard skills required for computer related tasks.Safe transportation of IT equipment making use of trolleys and Trust vehicles as required.Ensure all installations & removals are documented in the agreed manor.Participates in the auditing of hardware and software ensuring that trust asset registers are maintained.Advise Trust colleagues on internal procedures and processes.Assist in the development and management of internal documentation.To undertake any other duties of a similar nature consistent with theresponsibilities of this post in order to provide a quality ICT service.Offer expert advice to managers and users when they have a particularinterest in a product, using persuasive techniques/dialogue to allow them to understand that Digital Services do not support all products out there in the commercial market, and that we have to adhere to our internal technical guidelines and standard, using the most suitable and compatible products for our networks.Liaising on a daily basis with internal Digital Services colleagues and usersproviding updates as necessary.Promote technical knowledge and understanding of the IT Equipmentpurchased and the use within the organisation ensuring the customerreceives the best experience from their chosen product.Attending training opportunities that may arise internally and externally.Attending Appraisals with the Service Desk Manager.Providing training to end users with regards to equipment purchased, ifnecessary sending user manuals out to staff via email.Face to face discussions are needed on occasion to support the user to offer advice and technical knowledge of the product to resolve any technical issues that may arise.The post-holder will be responsible for working within departmentalstandards and protocols, however when issues arise the post holdershould use their own initiative to feedback proposed changes to currentprocesses to ensure the most efficient service is provided to our users.Post-holder will be required to sit at their desk for long periods to work on theservice desk and any other administrative work as part of their daily duties.Post-holder will also make sure that the devices are asset-tagged before they are ready for delivery to customers \ end users.
Person Specification
Scoring
- Has IT related qualifications/experience
- Has customer service experience
- Has call centre/helpdesk experience
- Has NHS experience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Black Country Healthcare NHS Foundation Trust
Address
Peartree
Unit 5&6 Crackley Way Dudley DY2 0UW
Dudley
DY2 0UW
Employer's website
https://www.blackcountryhealthcare.nhs.uk/
- Company
- Black Country Healthcare NHS Foundation Trust
- Location
- Dudley, United Kingdom DY2 0UW
- Employment Type
- Bank
- Salary
- £24937.00 - £26598.00 a year
- Posted
- Company
- Black Country Healthcare NHS Foundation Trust
- Location
- Dudley, United Kingdom DY2 0UW
- Employment Type
- Bank
- Salary
- £24937.00 - £26598.00 a year
- Posted