Service Desk Agent

Job overview

Do you have a background in customer service and a good understanding of fundamental IT principles?

If so, a vacancy has arisen for a Service Desk Agent to join our busy IT Help Desk within the IM&T Department located at the Prestwich site of Greater Manchester Mental Health NHS Foundation Trust.

The IT Helpdesk is the first point of contact for staff when experiencing an IT issue, the role is varied and fast paced so we need someone who can remain calm under pressure on the phone with staff in potential high-pressure situations.

Full training will be given to the successful applicant but in return you need to be able to manage your own workload, ensuring accuracy in your work and demonstrate effective communication and customer service skills.

We are looking for someone who is keen, flexible and self-motivated who can integrate quickly into our well-established team, so if this sounds like yourself then this could be the opportunity for you

Main duties of the job

This is a busy and demanding role, which will involve a variety of tasks including but not limited to the following:

Responding to incoming staff queries and requests by telephone, live chat and online portal Account creation and management for computer access The creation of NHS Registration Authority Accounts and Smartcards including identity evidence checking Liaison with technicians and other IM&T staff in respect of the progression of IT User requests Supporting the creation of guidance and process documentation

Working for our organisation

Greater Manchester Mental Health (GMMH) Foundation Trust employs over 6,400 members of staff, who deliver services from more than 160  locations.

We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.

Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.

Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.

Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.

Detailed job description and main responsibilities

Please see attached job description and person specification

Staff benefits

Pay Enhancements – 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays. 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years Excellent pension Cycle to work scheme Salary sacrifice car scheme Wellbeing programme

Person specification

Experience

Essential criteria

Evidence of working in an IT environment including a range of experience and knowledge of end user hardware and software support.

Desirable criteria

Previous experience in NHS IT

Skills and Abilities

Essential criteria

Ability to work effectively within a team. Ability to organise and prioritise workload, working to key objectives. Demonstrate excellent interpersonal and customer care skills Excellent verbal and written communication skills, and able to communicate effectively at all levels. Self-motivated, adaptable and flexible with genuine interest and enthusiasm for solving IT problems

Other Requirements

Essential criteria

Ability to work under pressure and meet strict deadlines

 Applicants are encouraged to apply for posts at Greater Manchester Mental Health who have direct experience of mental health, learning disability or drug and alcohol services either as a service user or a carer.

The Trust is also committed to safeguarding children, young people and vulnerable adults and requires all staff and volunteers to share this commitment.

We are aspiring to ensure our workforce is representative of the diverse communities that we serve, and we are strongly committed to removing barriers to employment for candidates from under-represented groups, for example BAME, Disabled and LGBT+ communities. If you would like to have an informal chat about the recruitment process for this role or would value some additional support, we’d love to hear from you.

Sponsorship will be offered for eligible roles that meet the salary requirements. Please review guidance from the UK Government . Please note, most health and care jobs must have a salary of at least £23,300, and other eligible jobs may require have a salary of £38,700 or higher, depending on your individual circumstances.

Do you have experience outside the NHS?

We want to attract and retain people with diverse skills and experience, to deliver inclusive healthcare services to our communities. 

We will consider relevant experience outside the NHS to calculate your salary on appointment.

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