About this role
Job summary
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, andImprove. 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.
About us
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.
Job description Job responsibilities
Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role.
Person Specification
Previous Experience Essential
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
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
A level passes, BTEC or equivalent Service Desk Operator Training, ITIL Knowledge
Desirable
Database Report Training
Other requirements Essential
Understanding of, and commitment to, equality, diversity and inclusion Role model our Trust values every day
Knowledge Essential
Knowledge of Windows 11, Office 2010 & 365use of Email and service desk software Printer and other IT Peripheral Operation
Desirable
Familiar with using a PC and standard office software NHS Mail
Skills Essential
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
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.
Employer details Employer name East and North Hertfordshire Teaching NHS Trust
Address Lister Hospital
Coreys Mill Lane
Stevenage
SG1 4AB
United Kingdom
Employer's website https://www.enherts-tr.nhs.uk/ (Opens in a new tab)