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IT Support Specialist
2 months ago
Position Overview
We are seeking dedicated and enthusiastic professionals to become part of our dynamic Service Delivery Centre within the Health Informatics Service (THIS). THIS is responsible for delivering Information Management and Technology (IM&T) services to various healthcare institutions, ensuring effective communication and collaboration at all levels. Candidates should possess strong organizational skills, time management abilities, and a keen attention to detail. The capacity to work collaboratively in a fast-paced and demanding environment is crucial.
Key Responsibilities
- Provide expert IT support and assistance within the healthcare community, adhering to standardized procedures to enhance the efficiency and reliability of the IT infrastructure.
- Ensure that all hardware and software installations comply with established standards, ensuring compatibility with existing systems and facilitating a smooth transition from previous platforms.
- Promote the Informatics IT service, establishing a reputation for delivering effective and responsive support.
- Assess reported issues to determine appropriate resolutions, request additional resources when necessary, and ensure customer satisfaction with all completed work.
- When required, escalate issues to specialized sources or third-party agencies for resolution, ensuring timely responses in accordance with service level agreements (SLAs).
About Our Organization
Calderdale & Huddersfield NHS Foundation Trust is a progressive and successful organization with a strong emphasis on personal and professional development. With a workforce exceeding 5,500 employees and a significant operational budget, the Trust offers a comprehensive range of secondary care services to the local population and is recognized for its exceptional service delivery.
The Foundation Trust is committed to designing and implementing services, policies, and measures that cater to the diverse needs of our service users, workforce, and community, ensuring equitable access for all.
Our IT department is dedicated to service management based on IT Infrastructure Library (ITIL) best practices, recognizing the critical role of Information and Communications Technology in supporting business operations.
Job Duties
- Understand the needs and objectives of our clients.
- Provide first-line support to NHS and other client organizations.
- Stay informed about relevant developments within the NHS and related sectors.
- Analyze client requirements and offer advice and support on potential solutions to address issues as they arise.
- Contribute to the development of work programs.
- Plan and assist in the execution of agreed work programs.
- Support the delivery of an effective Health Informatics support desk service across the Trust.
- Record and manage all incoming requests and complaints from clients, escalating issues as per established protocols.
- Keep users updated on the status and progress of incidents logged with the service desk, ensuring timely completion of routine tasks to meet user needs.
Qualifications and Training
Essential
- GCSE English and Mathematics (grades 9-4 or equivalent).
- Commitment to ongoing training to enhance service delivery and troubleshooting skills for IT hardware, PCs, printers, and software applications.
Desirable
- ITIL Foundation certification or progress towards it.
- Microsoft Certified Professional certification (MDST) or equivalent demonstrable experience.
- Forward-looking Personal Development Plan.
Knowledge, Experience, and Expertise
Essential
- Proficient understanding of the Microsoft Office suite.
- Recent experience in a customer service-oriented role.
- Strong verbal communication skills to assess service users' knowledge and respond accordingly.
- Excellent keyboard proficiency.
Desirable
- Experience in an NHS environment.
- Recent experience in a Service Desk or Helpdesk setting.
- Knowledge of confidentiality and data security protocols.
- Extensive knowledge of NHS systems and legacy healthcare applications.
- Experience in managing customer complaints effectively.
Communication and Relationships
Essential
- Proactive, adaptable, and enthusiastic individual.
- Professional demeanor with a strong desire to deliver exceptional service.
- Excellent communication skills.
- Commitment to providing high-quality customer service.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Strong attention to detail.
- Effective time management skills.
- Ability to collaborate in a team environment and support less experienced IT support staff.
- Capability to handle customer interactions professionally, especially with those who may feel dissatisfied with service delivery.
- A positive, solution-oriented attitude.
