Band 4 IT Service Desk Assistant

5 days ago

Bath, United Kingdom Acorn Recruitment And Training Full time

Acorn Recruitment are seeking an IT Service Desk Assistant to work within the NHS based in Bath.
IT Service Desk Assistant
Pay Band 4
Responsible to IT Service Desk Officer Base: Bath NHS House
Hours: 37.5
Job Purpose:

- To be a member of IT Operations Team responsible for the Service Desk AWP Recovery Statement.
Our clients place recovery and re-ablement at the heart of our service. Therefore we all demonstrate the recovery principles of Hope, Partnership, and Maximising opportunities every day, in all that we do.
Key Result Areas:

- Technical Administration - to ensure that all required system administration activities are carried out in a structured and timely manner
- Service Desk - To assist in the delivery of a professional IT service desk function. This to be the central hub for all requests for IT assistance
- Receives requests for support or advice from users and other IM&T staff members, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation
- Where necessary, liaises with and/or refer support requests to other IM&T staff members as well as IT department staff in other organisations
- Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution
- Monitors the progress of requests for support and ensures that users and other interested parties are kept informed
- Maintains the Trust's desktop hardware and software to required standards
- Ensures that systems used by the IM&T department, such as the inventory of assets and service desk call system, are kept up to date and as accurate as possible
- Ensures that all work is carried out and documented in accordance with required standards, methods and procedures
- Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced
- Provides expert guidance/advice and acts as a mentor to less experienced colleagues
- Implements policies for own work area and proposes changes to working practices or procedures for own work area
- Undertakes such other duties as may reasonably be required of you commensurate with your general level of responsibility and the general scope of the post, as determined by the IT Service Desk Officer
Essential knowledge, skills and experience:

- IT related diploma or equivalent experience
- Experience working on a service desk in a fast paced IT environment, able to successfully develop and implement information technology strategies at a Trust-wide level
- ITIL Experience relevant to the area of technical specialisms or equivalent experience
- Thorough understanding of modern information systems/technologies
- Experience of analysing, interpreting, solving and explaining system issues to a non-technical system users in a clear and concise way
- Ability to present a range of technical terms and concepts to non-technical system users in a clear and concise way
- Knowledge in spreadsheet, presentation and word-processing software
- Knowledge of legislation and good practice in relation to IT policies, processes and standards e.g. ITIL, Data Protection, ISO standards
- Able to prioritise workload of self in order to deliver results
- Customer-focused, with excellent written and verbal communication skills
- Able to travel to different locations across the Trust and holds a full driving licence
- Able to work flexibly to accommodate peak periods of work. Desirable knowledge, skills and experience
- Thorough understanding of NHS policies, standards and procedures in relation to Information Systems/technologies
- Experience with NHS systems and processes
Acorn Recruitment Ltd is acting as an Employment Business in relation to this vacancy.

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