IM&T Service Desk Agent

4 weeks ago

StokeonTrent, United Kingdom University Hospital of North Midlands NHS Trust Full time

Job summary

IM&T service Desk Agent

The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the IM&T Directorates customers / clients. The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.

The post holder will also participate in an on-call rota with other members of the team

Main duties of the job

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.

Offering advice to end users and customers on all areas of IM&T, how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

To work closely with the all IM&T teams on user issues and problem resolution and to provide cover when required.

To ensure effective communication within IM&T teams, the Trust and third parties.

To actively promote and market IM&T, including assisting with quality assurance and customer satisfaction surveys.

About us

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. We serve around three million people and we're highly regarded for our facilities, teaching and research. The Trust has around 1,450 inpatient beds across two sites in Stoke-on-Trent and Stafford. Our 11,000 strong workforce provide emergency treatment, planned operations and medical care from Royal Stoke University Hospital and County Hospital in Stafford.

We are the specialist centre for major trauma for the North Midlands and North Wales. We have put together a wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their potential. Our goal is to be a world-class centre of achievement, where patients receive the highest standards of care and the best people come to learn, work and research.

Investing in the health and wellbeing of our staff is really important to us. We offer a range of options for our staff to help maintain a good work-life balance including full time, part time hours and bank hours. We are also committed to offering flexible working wherever we can and where relevant to the role and the service. You can select your preferences upon application.

Job description

Job responsibilities

For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.

Person Specification

Education and qualifications

Essential

Educated to GCSE level or equivalent relevant experience Relevant IT specialist course

Desirable

Obtained or working towards EDCL qualifications ITIL qualifications

Experience

Essential

experience working in a busy ICT Service Desk environment Problem solving within a mixed computing environment Experience of working in a service delivery function Influencing the application of IT to working practices Experience of IT system administration Good communication and the ability to diplomatically deal with users of mixed IT ability. Flexible attitude to prioritisation of workload (to support the dynamic nature of the service). Multi-tasking ability required to deal with multiple incidents awaiting resolution

Desirable

Understanding of ITIL working practices Experience of managing small project(s) Experience of testing newly developed software and Reporting problems / issues. Experience of working in an NHS organisation Experience of Customer Relation Management

Skills, Ability & Knowledge

Essential

Ability to work as part of a multi-disciplinary team High level of interpersonal skills, including active listening and understanding. Excellent written and verbal communication skills Broad knowledge of operational technology (OT) products, services and terminology Ability to handle confidential information

Desirable

Ability to think creatively, applying results of external research and best practice Ability to quickly assimilate new technologies / systems

Personal Qualities

Essential

Ability to work flexibly Customer Service experience

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