Service Desk Technician

Sfh Tr; Sutton; On-site; GBP 28,000 - 36,000; Full time

Job summary

Sherwood Forest Hospitals is seeking a proactive Service Desk Technician to be the first point of contact for IT incidents and service requests. You will perform remote troubleshooting and aim to resolve issues at the first point of contact, while supporting NHIS organisations 24/7 via an on-call rota.

The role requires excellent customer service, strong IT skills, and the ability to maintain service levels and customer satisfaction across a large user base within our NHS Trust.

Qualifications

• Experience supporting a large user base.
• Excellent communication and time management skills.
• Supervisory skills.
• Dealing with people in a customer service environment.
• Familiarity with an IT support environment.
• Knowledge of various database languages.

Responsibilities

• Be the first point of contact for all IT incidents and service requests.
• Perform remote troubleshooting and resolve issues at first contact where possible.
• Ensure service levels and customer satisfaction are met and maintain continuous service delivery.
• Participate in an on-call rota to provide 24/7 support for NHIS-supported organisations.

Skills

Customer service

IT troubleshooting

Communication

Time management

On-call support

Teamwork

Education

Computer or business qualification

ECDL

ITIL qualification

Tools

Microsoft Office Applications

Microsoft NT Server Admin

Microsoft Exchange

Job description

Thank you for your interest in this role, we would be delighted to welcome you to Sherwood Forest Hospitals.

Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here and know that happy colleagues deliver better care.

Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression. We do not just care for our patients, we also care for you.

At Sherwood Forest Hospitals, we are committed to fostering a diverse and inclusive workplace. As such, we particularly welcome applications from people who identify as Black, Asian, Minority Ethnic, or Disabled. We believe that a diverse team better represents the communities we serve and brings a wealth of perspectives and experiences to our work.

Job overview

Are you interested in working in the digital space? Passionate about improving health and care through providing digital support services and helping to future proof our NHS through digital transform? If the answer is yes, then we want to talk to you! We are looking for an enthusiastic individual to join our Team.

As a dedicated Service Desk Technician, you will be the first point of contact for all IT related incidents and service requests, responsible for performing remote troubleshooting and determining appropriate solutions based on the information collected and provided by customers. Excellent customer service is required and accompanied by good IT technical skills. The need to accurately capture and handle all calls with the goal of resolving as many as possible at the first point of contact (first time fix) and ensuring service levels and targets are met as well as meeting customer satisfaction and continuous service delivery demands is essential.

The successful candidate will be expected to work a regular shift pattern as well as out of hours support (via an on-call rota) to ensure support is available to NHIS supported organisations 24/7 (including bank holidays).

Main duties of the job

To understand the role in more detail, please refer to the attached job description and person specification.

Working for our organisation

We are an award-winning NHS Foundation Trust working alongside health and social care colleagues across the county to provide acute and community healthcare services to more than 420,000 people across Mansfield, Ashfield, Newark and Sherwood, and parts of Derbyshire and Lincolnshire.

We put the patient at the heart of everything that we do and it is our aim to make sure that every patient is treated as we would want a member of our own family to be treated. At the same time, we expect our staff to be caring, kind and courteous to each other and to look out for each other. We believe that we are truly a clinically-led organisation.

We are proud that our Trust colleagues have voted us the best acute Trust to work for in the East Midlands for seven years running in the National NHS Staff Survey, while the Care Quality Commission has rated our Trust as 'outstanding' for care and our King's Mill Hospital as the only 'outstanding' NHS-run hospital in the East Midlands.

Not all of our roles are eligible for visa sponsorship. To find out which roles are eligible, please refer to the shortage occupation list found here:

Home Office guidance has changed as of 9th April. Anyone that requires switching visa type may not be eligible for sponsorship even if the role is on the shortage occupation list.

Detailed job description and main responsibilities

To understand the role in more detail, please refer to the attached job description and person specification.

Further Training

• Microsoft Office Applications
• Microsoft NT Server Admin
• Microsoft Exchange

Experience

• Experience supporting a large user base
• Excellent communication and time management skills
• Supervisory skills
• Dealing with people in a customer service environment
• Familiarity with an IT support environment
• Knowledge of various database languages

Qualifications-Academic/ Craft/ Professional

• A computer or business orientated qualification or equivalent experience
• ECDL or equivalent
• ITIL Qualification

Knowledge Requirements

• Basic understanding of the IT function
• Understanding of data quality requirements
• Excellent knowledge of Microsoft desktop packages
• Good level of education and advanced keyboard skills
• Understanding of the business goals of the organisation
• Extensive knowledge of NHS information flows and business requirements

Contractual Requirements

• Participate in the on-call rota

Not all of our roles are eligible for visa sponsorship. To find out which roles are eligible, please refer to the shortage occupation list found here:

Home Office guidance has changed. Anyone that requires switching visa type may not be eligible for sponsorship even if the role is on the shortage occupation list.

We as a Trust support the use of AI and other tools to support your application. However, all personal statements and behavioural examples must be truthful and factually accurate. Your application should reflect your own personal/professional experiences and qualifications to ensure authenticity and credibility.

For the avoidance of doubt, plagiarism includes presenting the ideas or experiences of others or content generated by artificial intelligence as your own. We review all applications carefully to ensure that the information provided in your supporting statement aligns with your qualifications, work history and the duties undertaken within those roles. Your experience will also be explored further during the interview process.

Only applications received on or before the closing date will be considered for short listing. This is to ensure that the Trust meets its commitment to Equality of Opportunity.

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check. The Trust will pay for the check initially and then the money will then be deducted from your first salary once you've commenced employment. The current price of a check is £26.40 for a standard check and £54.40 for an enhanced. If you are asked to complete a DBS check and have a previous identity that you do not wish to be disclosed to your employer and/or on your DBS certificate, you should call or email the dedicated sensitive applications team before submitting your application. The team is experienced in dealing with sensitive cases and will advise you of the process and what you need to do.