Bank Service Desk B4

5 months ago


Uxbridge, United Kingdom The Hillingdon Hospitals NHS Foundation Trust Full time

To provide an effective, responsive, user-friendly customer focused Service Desk facility and technical support service to all IT users in the Trust.

Assists the Technical Operations Manager with routine office functions

Allocate help-desk calls requiring further assistance to the appropriate IT Service Desk Engineer, including providing the engineer with all available relevant information on the problem.

**Please note**: Working pattern is Mon-Fri 9am-5pm

no remote working, expected to work at THH and MVH.
- To respond promptly, efficiently and courteously to all user-requests for technical advice and assistance;
- To ensure that all calls are properly documented in the Service Desk management systems;
- To provide "talk-through" solutions by telephone to users, where appropriate;
- To rectify basic user faults at first contact including renewing account passwords
- To follow-up on calls where there is no evidence of satisfactory progress to resolution, to seek explanations for any delay and to report all delays to the Technical Operations Manager;
- To ensure that the departmental laptop and projector are properly booked out and returned in a working manner
- Works towards set KPI’s, tasks and objectives
- In the event of sickness or annual leave, provide adhoc cover for the IT Service Desk Engineers
- To undertake and provide as and when required basic management reports and surveys
- To undertake and complete requests for shared area access

Escalate any trends or any impacts on services to the Technical Operations Manager

The Hillingdon Hospitals NHS Foundation Trust is the only acute hospital in the London Borough of Hillingdon and offers a wide range of services, including accident and emergency, inpatient care, day surgery, outpatient clinics, and maternity services. The Trust's services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit, and outpatient clinics.

The safety and well-being of our patients and staff is paramount and we are making urgent improvements to address this - particularly in infection prevention and control. We are making progress by working in partnership with local GPs, charities, community services, academic partners, our local authority, neighbouring hospitals, and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are focused on ensuring that our hospitals provide high quality, safe, and compassionate care, while we drive forward with the building of the new Hillingdon Hospital.

We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.

Job Summary
1. To provide an effective, responsive, user-friendly customer focused Service Desk facility and technical support service to all IT users in the Trust.

2. Assists the Technical Operations Manager with routine office functions

3. Allocate help-desk calls requiring further assistance to the appropriate IT Service Desk Engineer, including providing the engineer with all available relevant information on the problem.

Main Tasks and Responsibilities
- To respond promptly, efficiently and courteously to all user-requests for technical advice and assistance;
- To ensure that all calls are properly documented in the Service Desk management systems:

- To provide "talk-through" solutions by telephone to users, where appropriate;
- To rectify basic user faults at first contact including renewing account passwords
- To follow-up on calls where there is no evidence of satisfactory progress to resolution, to seek explanations for any delay and to report all delays to the Technical Operations Manager;
- To ensure that the departmental laptop and projector are properly booked out and returned in a working manner
- Works towards set KPI’s, tasks and objectives
- In the event of sickness or annual leave, provide adhoc cover for the IT Service Desk Engineers
- To undertake and provide as and when required basic management reports and surveys
- To undertake and complete requests for shared area access
- Escalate any trends or any impacts on services to the Technical Operations Manager

Additional Information

Confidentiality

The postholder is required not to disclose such information, particularly that relating to patients and staff.

Health and Safety
The post holder must co-operate with management in discharging responsibilities under the Health and Safety at Work Act 1974 and take reasonable care for his or her own health and safety, and that of others. The postholder must also ensure the agreed safety procedures are carried out to maintain a safe environment for patients, employees and visitors.

Equal Opportunities
The postholder is required at all times to carry out responsibilit


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