IT Service Desk Technician

Sheffield Teaching Hospitals NHS Foundation Trust

This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution.

The post-holders will provide technical support for all Trust sites, including existing campuses and community-based sites transitioning under the management of the Trust's IT Support service. Applicants must have knowledge and experience of Microsoft desktop and server environments along with Cisco networking technologies. Duties will include but are not restricted to:

• Provision of 1st and 2nd line technical support for all services 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.
• Participate in projects as required.

Main duties of the job

IT Service Desk Staff are responsible for recording, triaging and classifying incidents and for resolving incidents at the first line or for escalation to the appropriate resolver group. The main role of this team is to ensure that incidents and service requests are resolved or progressed as quickly as possible and to the satisfaction of the end user.

This team is also responsible for the management of High Severity Service Support Incidents and communication with end users relating to the availability of the live service.

The IT Portfolio includes 4 dedicated computer rooms, which house most of the Trust's computer systems and networks and which are critical to the availability of both clinical and management information systems.

You will be working for an organisation that values and respects all of 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, including a firm commitment to professional development and an excellent health and well-being support service.

About us

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, and the provision of high-quality information and records to support patient care, clinical governance, and performance management.

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. It provides a range of services to approximately 16,000 users within the Trust along with external users from other organisations and 3rd party suppliers.

The Department is split over two main campuses: the Central Campus containing the Royal Hallamshire Hospital, Jessop Wing Maternity Hospital, Charles Clifford Dental Hospital, Western Park Cancer Hospital and surrounding buildings, and the Northern Campus containing the Northern General Hospital. The department also provides IT support for a number of community sites throughout Sheffield and South Yorkshire.

Job responsibilities

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

When completing your application, please ensure that you clearly demonstrate how you meet the role criteria.

Person Specification

Qualifications

• GCSE English and Mathematics Grade A-C (or Equivalent)
• Higher National Certificate / Diploma or equivalent in an IT related field (Equivalent to A Level Grade A-C)
• Customer Service qualification or willingness to take
• ITIL Foundation or willingness to take
• Further ITIL Qualifications
• CompTIA Network+
• SDI - Service Desk Foundation (SDF)
• SDI - Service Desk Analyst (SDA)

Experience

• Demonstrable experience of working in an IT Support role or Customer Services environment, which can include a work placement as part of a programme of study
• Knowledge of desktop computer hardware/software gained through study or practical experience.
• Experience of working with ITIL and Service Management Processes
• Experience of using an IT Service Management platform
• Experience of using a Contact Centre/Call Management platform
• Experience of NHS Account and Smartcard Management processes
• Relevant NHS/public sector experience

Skills and Knowledge

• Commitment to continual personal development with an ability to maintain skill set through further training
• Ability to work as part of a team
• Ability to communicate and relate to all levels of staff in a professional manner while ensuring to interpret technical information to non-technical audiences
• Demonstrate effective written and verbal communication skills.
• Organisational skills with attention to detail

Personal Qualities

• Self-Motivated
• Ability to work unsupervised
• Methodical and systematic in approach to all aspects of work

Other Factors

• Ability to occasionally exert moderate physical effort
• Occasional exposure to unpleasant working conditions
• Flexibility to work outside standard working hours.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Salary: £26,530 to £29,114 a year pro rata for part-time staff