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Band 5 IT Service Desk Co-Ordinator
3 months ago
Job Title: IT Service Desk Co-Ordinator
Company: Avon and Wiltshire Mental Health Partnership NHS Trust (AWP)
An exciting opportunity awaits for an IT Service Desk Co-Ordinator to join the Trust's dynamic IT Service Desk team. This part-time role (15 hours per week) is perfect for Mondays and Tuesdays, offering support from 9am to 5pm, excluding Bank Holidays.
The Service Desk at AWP plays a crucial role within the IT Department, providing essential first and second-line support to the Trust's user base, ensuring smooth utilization of available software and hardware. Candidates must possess top-notch communication skills, a solid grasp of IT applications, and hands-on experience with Windows 10, Microsoft Office (especially Outlook), PC Hardware, Active Directory, and IT Ticketing Systems. Previous experience in IT Service Desk is a must.
Applicants should reside within commuting distance of Bath, up to 35 miles. This position is for a 6-month Fixed Term Contract.
Main Responsibilities:
- Monitor and manage the IT Service Desk queue, assigning calls to Analysts
- Investigate faults, user problems, and requests for support
- Provide expert IT advice and mentorship
- Create and maintain IT Knowledge Base articles
About AWP:
AWP is a diverse organization dedicated to providing mental health care with over 5,000 staff members. With services spanning multiple locations across various regions, AWP caters to a large population, promoting mental health and well-being.
AWP values diversity and encourages applicants from all backgrounds, including individuals from Black, Asian, minority ethnic communities, people with disabilities, and LGBTQ+ individuals. The organization thrives on a blend of unique experiences and perspectives that make it stronger.
Skills, Knowledge & Experience:
Essential:
- IT-related degree or relevant experience
- Significant experience in a fast-paced IT environment
- Expertise in IT knowledge base management and solution implementation
- Knowledge of IT call queues and monitoring
- Ability to conduct IT training and mentorship
Desirable:
- Familiarity with NHS policies and procedures related to IT
- Experience with NHS systems
Qualifications:
Essential:
- GSCE A-C in Maths and English
Desirable:
- ITIL Qualification
- Degree/Higher Education in IT
- Additional IT-related courses
Experience:
Essential:
- Technical expertise in specialized area
- Hands-on experience in IT support
- Experience in training and mentorship
- Queue management and fault identification
Desirable:
- Experience in a fast-paced environment
- Knowledge of NHS systems and processes
- Deadline-driven work experience
Communication Skills:
Essential:
- Strong written and verbal communication skills
- Effective organizational and administrative skills
- Customer and team-oriented
Desirable:
- Ability to create and update procedures/knowledge base articles
- Expertise in presenting technical concepts clearly to non-technical users
