IT Support Specialist

2 months ago

Plymouth, Plymouth, United Kingdom University Hospitals Plymouth NHS Trust Full time
Job Summary

The D&I Department provides IT support to Plymouth Hospitals NHS Trust and supported organizations within the Plymouth Health Community. The D&I Service Desk provides the first point of contact for users to request an IT service or report an IT-related fault.

Key Responsibilities
  • To record IT-related requests and reports of faults from various sources into our call management system, ensuring essential information regarding the fault is obtained.
  • To actively monitor telephony, email, and voicemail support queues to the Service Desk.
  • To be courteous, helpful, flexible, and responsive to users at all times.
  • To ensure customer response times are maintained as far as possible.
  • To resolve technical problems of varying complexity within appropriate guidelines.
  • To accurately record information given by the end user to enable the relevant technical staff to respond to the issue.
  • To correctly forward logged calls to the appropriate technical team.
  • To follow defined procedures to ensure a standard approach is maintained.
  • To direct customers to appropriate sources of self-help information.
  • To undertake a variety of First Point of Contact fixes, such as password resets, setting up a VPN profile, enabling accounts, and more.
About the Role

This role is part of the University Hospitals Plymouth NHS Trust, a people business where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining our team means becoming part of a team of dedicated staff who are committed to leading the way through innovation, clinical excellence, and great customer care.

Person Specification
  • Five GCSEs of 4-9 (A*-C) or other relevant qualifications or equivalent demonstrable experience.
  • Good communication skills, written or verbal.
  • Attention to detail.
  • Willingness to undertake further training and development.
  • Positive attitude.

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