IT Service Desk Technician

An opportunity has arisen for x1 IT Service Desk Technician to work in the Trust's IT Service Desk Team and provide 1st and 2nd line support to all our customers and staff members, between the hours of 08:00am and 17:00pm on a monthly rota basis.

The post-holders will provide technical support specifically but not exclusively to all Community Services mobile workers located on all Trust sites.

These include the existing campuses; namely: Northern General Hospital, Royal Hallamshire Hospital, Jessop Wing, Charles Clifford Dental

Hospital and Western Park Hospital as well as our community based sites. Applicants must have knowledge and experience of Microsoft desktop

and server environments and supporting and installing Microsoft products, along with Cisco networking and remote connection technologies.

Knowledge of TPP’s – SystmOne would also be valuable but not essential.

The Informatics Directorate is responsible for developing the Trust’s Information, Communication and Technology Strategy and for delivering the information systems development programme. It also ensures the operation of secure and confidential systems, the provision of high quality information and records to support patient care, clinical governance and performance management.

Duties will include but are not restricted to:
Provision of 1stand 2ndline technical support to our Community Services mobile workers with the knowledge and skills to provide first-time-fix call resolution

Recording, triaging and classification of Incidents & Service Requests using the ITIL incident management process

Management of High Severity Support Incidents and communication with end users relating to the availability of the live service

Desktop support and troubleshooting

Liaising with 3rd party vendors to escalate and resolve incidents

Hardware and software installations

Supporting mobile devices over the phone or face to face during on-site appointments

Provision of 1 to 1 training to all Community mobile workers issued with new devices

Assist in keeping the asset management databases accurate and up to date for all new/loaned/spared community laptops

Participate in projects as required.

You will be working for an organisation which values and respects all its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.

The IT Services Department is part of the Informatics Directorate and is responsible for strategy, design, transition and operational management of the IT Portfolio in conjunction with other specialist areas of Informatics.

Supporting over 17,000 users across 5 hospitals and multiple sites across the region, the department operates within a Service Management Framework (ITIL) and has a number of mature service management processes in place which operate across the Departmental structure. A Continual Service Improvement Programme is in place which aims to develop other ITIL processes and improve existing ones to ensure that the service delivered meets the business requirements of the Trust.

Please view the attached Job Description and Person Specification documents for full details regarding this post.

When completing your application please ensure you clearly demonstrate how you meet the essential criteria.

The ideal candidate will be someone who is passionate about IT and is self-motivated to learn and develop their 1stand 2ndline support skills as well as hold excellent communications skills and have the ability to interpret a wide range of technical issues to both technical and non-technical personnel. Successful applicants will have experience providing IT support and operating within the ITIL framework.

They will be required to have working knowledge of end point devices and appropriate knowledge to maintain a wide variety of business systems. Prior knowledge of healthcare systems will be a distinct advantage, but is not essential.

They will be expected to work as a member of an integrated IT team, but in addition should be capable of unsupervised working. A professional manner at all times is essential when dealing with the Trust’s users.