Senior Service Desk Technician
Job summary
Are you interested in working in the digital space? Passionate about improving health and care through providing digital support services and helping to future proof our NHS through digital transform? If the answer is yes, then we want to talk to you! We are looking for an enthusiastic individual to join our Team.
As a dedicated Senior Service Desk Technician, you will be the first point of contact for all IT related incidents and service requests, responsible for performing remote troubleshooting and determining appropriate solutions based on the information collected and provided by customers. Excellent customer service is required and accompanied by good IT technical skills. The need to accurately capture and handle all calls with the goal of resolving as many as possible at the first point of contact (first time fix) and ensuring service levels and targets are met as well as meeting customer satisfaction and continuous service delivery demands is essential.
The successful candidate will be expected to work a regular shift pattern as well as out of hours support (via an on-call rota) to ensure support is available to NHIS supported organisations 24/7 (including bank holidays).
At the heart of this role is a commitment to supporting the provision of the highest quality patient care through personal accountability, service excellence, and continuous improvement.Main duties of the job
To understand the role in more detail, please refer to the attached job description and person specification.
About us
We are an award-winning NHS Foundation Trust working alongside health and social care colleagues across the county to provide acute and community healthcare services to more than 420,000 people across Mansfield, Ashfield, Newark and Sherwood, and parts of Derbyshire and Lincolnshire.
Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here.
We are proud that our Trust colleagues have voted us the best acute Trust to work for in the East Midlands for seven years running in the National NHS Staff Survey, while the Care Quality Commission has rated our Trust as 'outstanding' for care and our King's Mill Hospital as the only 'outstanding' NHS-run hospital in the East Midlands.
We know happy colleagues deliver better care. All our teams work in a supportive environment, which nurtures your wellbeing and provides opportunities for development and progression. We do not just care for our patients, we also care for you.
We have an open, inclusive and diverse culture and we would like you to be part of the team.
Not all of our roles are eligible for visa sponsorship. To find out which roles are eligible, please refer to the shortage occupation list found here:
Skilled Worker visa: eligible healthcare and education jobs - GOV.UK
Job description
Job responsibilities
To understand the role in more detail, please refer to the attached job description and person specification.
Person Specification
Knowledge
- In depth knowledge of National ICT Programmes.
- Working knowledge of MS Windows and Office applications up to subject matter expert level.
- Good proven supervisory skills and experience.
- Expert working knowledge of the Internet and E-mail.
- Knowledge of the Data Protection Act and issues around data confidentiality.
- Microsoft NT Server Admin.
- Microsoft Exchange.
- Expert knowledge of IT technical systems and working practices.
Qualifications
- Supervisory qualification/ training NVQ level 4 or equivalent.
- Educated to degree level or equivalent experience.
- ITIL Foundation Qualification.
- Ongoing personal and professional development.
Experience
- Prior experience of managing staff and work streams.
- Experience of working in a Prince 2 project environment.
- Good knowledge of working in the NHS.
- Significant experience of working in a IT 1st line support team.
- Experience of project work and working as part of a multidisciplinary team.
- Excellent communication skills - written, verbal and interpersonal.
- Excellent organisational skills.
- Excellent time-management skills with a pro-active and flexible approach.
- Proven ability to work to tight deadlines.
- Ability to communicate with a diverse group of professionals.
- Interviewing and PMDR skills.
- Facilitation Skills.
- Coaching and mentoring qualification.
Contractual
- Participate in the 24 hour on call rota.
- Ability to work flexibly, outside normal office hours, in order to suit the needs of the users.
- Ability to travel in order to deliver training at point of need.
- Clean driving licence and use of own car.
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.
Employer details
Employer name
Sherwood Forest Hospitals NHS Foundation Trust
Address
King's Mill Hospital
Mansfield Road
Sutton-In-Ashfield
NG17 4JL
United Kingdom
Employer's website
https://www.sfh-tr.nhs.uk/