About this role
Job summary
The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
Main duties of the job
The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Job description Job responsibilities
The post holder will be responsible for logging and resolving calls on the Trusts IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
Person Specification
Qualifications Essential
A Level qualification or equivalent
Desirable
Degree level qualification Full accreditation to ITIL standards, Foundation Level Microsoft Certification (MCDST) or equivalent Other vendor specific IT qualifications
Knowledge Essential
Desktop and Laptop PC's Other mobile technologies Windows O/S environment MS Office MS Project & Visio Active Directory (User/Computer Account management) Mobile device management Build/imaging software Operation of helpdesk call logging software
Experience Essential
Experience in a customer services role providing both IT helpdesk and applications support services. Experience of dealing with external suppliers or contacts. Experience of supporting colleagues at different levels with IT issues Experience of small to medium sized projects and project teams Working on an ITIL based service desk Experience of complaints handling
Skills Essential
Able to demonstrate empathy, understanding and ownership when receiving users issues Strong communication skills at all levels, and able to inspire confidence Strong problem solving skills Organised and attentive to detail Systematic approach to problem solving A clear logical thinker who works in a structured way A questioning approach to issues and problems
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 East London NHS Foundation Trust
Address The Green
1 Roger Dowley Court | Russia Lane | E2 9NJ
London
E2 9NJ
United Kingdom
Employer's website https://www.elft.nhs.uk/ (Opens in a new tab)