ICT Support Engineer

1 month ago

West Bromwich, United Kingdom Black Country Healthcare NHS Foundation Trust Full time

Job summary

Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country.

Across the whole of the region we provide:

Adult and older adult mental health services Specialist learning disability services CAMHS

Black Country Healthcare NHS Foundation Trust was formed on 1 April 2020, after NHS England and NHS Improvement approved the merger of Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust.

Combining resources, strategies and talented workforce enables us to deliver a wider variety of outstanding services that are based on best practice and are continually improving.

We currently employ over 3,000 members of staff and just like the population we serve, we are made up of diverse cultures and backgrounds.

Main duties of the job

Key duties of the role include:

Taking telephone calls as the 1stpoint of contact to the service Troubleshoot and resolve hardware and software related issues Completing user and resource requests Logging and managing own service desk tickets Escalating incidents where appropriate Following agreed plans, procedures and instructions to complete tasks and activities

To join our team you'll need to have:

Practical knowledge of basic PC and Microsoft products excellent communication skills, with the ability to build great working relationships to be able to effectively manage priorities and work to deadlines to work to a high standard, and on your own initiative a passion for providing excellent customer service a positive and helpful attitude

About us

At Black Country Healthcare NHS Foundation Trust, we're building a high-calibre, diverse and inclusive mental health workforce. One that will give talented professionals like you the opportunity to shape an outstanding service that will transform community mental healthcare and deliver happier and healthier lives all across our communities.

The Trust is rated 'Good' from CQC (Care Quality Commission) and will become the lead provider for mental health services across The Black Country . We have recently invested in newly created clinical divisions and are currently developing new models of integrated primary and secondary care for adults and older adults, as well launching a far-reaching inpatient strategy, working to eradicate dormitories and building new facilities.

This ambitious model is multi-agency and multi-disciplinary, opening the door for you to work in a collaborative and flexible way with partners, service users, carers and their families

Please note: Sponsorship is not available for this role

Job description

Job responsibilities

This is a great opportunity to join the IT Service Desk. The team are currently temporarily based out of Heath Lane Hospital in West Bromwich, moving to a location in Pear Tree Lane, Dudley.

The successful candidates will be expected to participate in a rota to ensure the Service Desk core operating hours (8am to 6pm) are covered.

Main responsibilities are:

Managing the ICT Service desk telephone calls and incidents.

Escalating any incidents and service requests that you cant resolve, to senior members of staff.

Have a 'service orientated' approach to work, having excellent customer service skills

To work as a member of a team, encouraging knowledge sharing across the team.

Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs

Person Specification

Education / Qualifications

Essential

Relevant IT qualifications

Desirable

Relevant IT qualifications including ITIL or simillar

Knowledge

Essential

Relevant Knowledge Demonstrated

Skills and Personal Qualities

Essential

Skills and Personal Qualities demonstrated

Experience

Essential

Relevant industry and/or customer service/call centre experience

Desirable

Relevant NHS or public sector experience

Trust Values

Essential

Trust Values demonstrated

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