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IT Support Specialist

2 months ago

Wakefield, Wakefield, United Kingdom South West Yorkshire Partnership NHS Trust Full time

Position Overview

We are thrilled to present an opportunity to join the Service Desk Team at South West Yorkshire Partnership NHS Trust as an IT Support Specialist.

The IT Support Specialists serve as the initial point of contact between the Information Management & Technology Department and our clients, delivering essential IT assistance and support for the various systems utilized throughout the organization.

This role involves managing a significant volume of inquiries via calls and emails daily, necessitating adaptability and a proactive approach to new tasks. You will be responsible for logging, prioritizing, and resolving requests, aiming for first-contact resolution whenever feasible.

The ideal candidate will possess a strong background in customer service, demonstrating teamwork, excellent communication abilities, and a commitment to accountability in managing tickets and escalating issues as needed.

Previous experience in an IT setting is preferred, along with a keen interest in troubleshooting and familiarity with Microsoft products, including Office Suite and Active Directory.

The Service Desk is poised for growth and transformation, making it crucial for candidates to embrace change while maintaining a positive attitude. Technical proficiency, patience, problem-solving capabilities, and a flexible approach are essential attributes.

Key Responsibilities

We seek a collaborative individual with a confident telephone demeanor, strong communication skills, and solid technical knowledge relevant to first-line support, capable of meeting objectives within established timelines, even under pressure.

The successful candidate will take ownership of service requests, ensuring accurate documentation and utilizing the knowledge base to apply appropriate resources. Responsibilities include managing requests through the incident management lifecycle, adhering to agreed service level agreements (SLAs) and key performance indicators (KPIs), and escalating issues both internally and with external partners.

Active participation in team initiatives and contributions to service enhancement are expected. Strong interpersonal and communication skills are vital for maintaining effective connections.

Shift patterns will be either from 8 AM to 4 PM or 9 AM to 5 PM, Monday through Friday.

About Our Organization

As a specialist NHS Foundation Trust, we provide community, mental health, and learning disability services across various regions. Our mission is to empower individuals to reach their potential and thrive within their communities by delivering high-quality care at the right time and place.

We value diversity and encourage applications from all protected characteristic groups, aiming for a workforce that reflects our communities.

Joining our team means becoming part of a dedicated group of over 4,500 staff members committed to addressing the mental, physical, and social needs of those we serve.

We are dedicated to safeguarding and promoting the welfare of children, young people, and vulnerable adults, expecting all colleagues and volunteers to share this commitment.