1St Line Support Engineer - Digital Operations

East And North Hertfordshire Nhs Trust; Stevenage; On-site; GBP 24,000 - 31,000; Full time

Job summary

East and North Hertfordshire NHS Trust is recruiting for an IT Service Desk role to provide first-line diagnostics, telephone guidance and resolution within agreed policies. You will maintain the assets and incident reporting, support the Service Desk, and contribute to departmental administration.

Flexible working patterns may be considered to balance service needs. The role involves on-call duties and out-of-hours support, with emphasis on accurate data, timely reporting and collaboration with

Qualifications

• IT support experience in a service desk environment.
• Strong telephone and communication skills.
• Ability to prioritise and triage calls and work under pressure.

Responsibilities

• Provide reports and statistics for management on service desk activity.
• Maintain a configuration database of all Trust computer equipment.
• Provide cover for the Service Desk and assist with general IT office administration.
• Distribute procurement documents and maintain incident reporting.
• Participate in a 24x7x365 on-call rota if required.
• Participate in on-site rota covering out of hours/sociable hours.

Skills

IT support

Office administration

Prioritising & triage

Under pressure

Liaising with suppliers

Education

A level or equivalent

ITIL knowledge

Service Desk Operator Training

Tools

Windows 11

Office 365

Service desk software

Job description

Job overview

We are recruiting for a Add Job Title who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

To provide a continually improve the efficiency of the Service Desk and in turn provide more efficient and effective service by adhering to agreed policies and procedures. You will perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.

At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

Main duties of the job

Provide reports and statistics for management on service called received and Service Desk activity.

Maintain a configuration database of all Trust computer equipment, ensuring that data is accurate and up to date.

Together with Service Desk colleagues, provide cover for the Service Desk. Contribute to general IT office administration.

Distribute departmental procurement documents as and when requested. Provide documentation and maintain all incident reporting.

To participate if required in a 24x7x365 on-call rota as required.

To participate if required in a staff on-site rota covering out of hours/ unsociable hours.

Working for our organisation

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role.

Person specification

Previous Experience

Essential criteria

• IT support
• Office Admin Skills customer focused work, advanced keyboard skills
• Able to prioritize and triage telephone calls using own initiative
• Some experience of working under pressure and to tight deadlines
• Experience of Liaising with suppliers, colleagues and IT users

Desirable criteria

• Service Operations
• PC First Line Support
• Recent Customer Service Experience/Call Centre
• Worked in a large organization/busy office
• Preparations of short written reports

Qualifications/ Training

Essential criteria

• A level passes, BTEC or equivalent
• Service Desk Operator Training, ITIL Knowledge

Desirable criteria

• Database Report Training

Other requirements

Essential criteria

• Understanding of, and commitment to, equality, diversity and inclusion
• Role model our Trust values every day

Knowledge

Essential criteria

• Knowledge of Windows 11, Office 2010 & 365use of Email and service desk software
• Printer and other IT Peripheral Operation

Desirable criteria

• Familiar with using a PC and standard office software
• NHS Mail

Skills

Essential criteria

• Works well with management and peers
• Self Starter & Reliable
• Good telephone manner and communication skills
• Interpersonal Skills
• Keeps calm in busy pressurized situations
• Ability to learn and communicate technical information
• Ability to work on own or as part of a team