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ICT Service Desk Technician

Employer
NHS England Apprenticeships
Location
Hartlepool
Salary
Competitive salary
Closing date
29 May 2022

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Job Details

Job summary

An exciting development opportunity has arisen for an ICT Service Desk Technician to join the ICT team to help support the Trust's digital strategy.

The ICT Service Desk team provides 1st Line ICT support to all trust locations and users in line with corporate Service Level Agreements.

The post requires a combination of technical skills, customer care, and business awareness.

Main duties of the job

Provide an effective, accurate, efficient and direct customer service for the ICT Service Desk and its wide range of customers via telephone and other available electronic means.

The team provides 1st Line ICT support to all trust locations and users and will coordinate the escalation of all non-resolved incidents and service requests to the ICT Focus Group leads.

North Tees and Hartlepool NHS Trust successfully completed the Global Digital Exemplar 'FastFollower' Programme, and continues to deliver their digital ambitions of providing modern, world-class technologies that support our workforce in delivering the best care possible to patients. This is both an exciting and challenging time to join a dynamic supportive team, where demand on digital technology is on the increase.

About us

At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.

We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition - a note of thanks, Managers Awards, Shining Stars and Service Awards.

We recruit for values and "Together we are North Tees & Hartlepool"

Job description

Job responsibilities

Provide an effective, accurate, efficient and direct customer service for the ICT Service Desk and its wide range of customers via telephone and other available electronic means.

Acting as the interface between the customer base and the wider ICT department providing excellent customer care, guidance and advice on the most effective and secure use of ICT systems and services

Aim to provide a timely response through first time analysis, triage and resolution to all calls received to the ICT Service Desk using remote support tools and departmental procedures.

Ensure the accurate logging of calls, and effective management of calls logged, escalating in a timely manner when needed

Assist in the implementation and development of ICT procedures and policies including contributing to self help guidelines for users of the service.

Contribute to the overall improvement of the ICT Service Desk service function

Administer and process user account access requests for new or amended access to application systems used by the Trusts user base. This will include shared areas and those systems externally hosted. Remaining aware of the responsibility that comes with high level system access at all times.

Identify and alert senior ICT staff and service management to potential problems from trends or repeat incidents

Processing of regular activity based reports to support service needs and management information requests

To provide information to auditors during routine inspections around Service Desk related processes.

Person Specification

Qualifications

Essential

  • Educated to NVQ 3 C&G


Desirable

  • Supporting relevant ICT technical qualifications


Skills/Aptitudes

Essential

  • Strong written and verbal communications skills and the ability to provide analysed and data to senior staff


Experience

Essential

  • Working knowledge of Microsoft Active Directory
  • Working knowledge of Microsoft Operating Systems


Experience

Essential

  • Experience of working in an ICT Support ICT Service Desk role


Desirable

  • Experience of ICT service provision in a NHS setting.


Experience

Essential

  • Experience of using remote desktop tools for providing support


Desirable

  • PDQ
  • SCCM


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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .

Employer details

Employer name

North Tees & Hartlepool NHS Foundation Trust

Address

University Hospital of Hartlepool

Holdforth Road

Hartlepool

TS24 9AH

Employer's website

https://www.nth.nhs.uk/ (Opens in a new tab)

Company

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