IT Service Desk Engineer
Recruiter
Mersey Care NHS Foundation Trust
Listed on
17th May 2022
Location
United Kingdom
Salary/Rate
£22549 - £24882
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
Job Outcomes:As a result of the post-holder being effective in their role, The Trust would expect to see the following outcomes for the Trust, service users and the wider community: Mersey Care NHS Foundation Trust as a leading provider of community services, mental health care, physical health, addiction services and learning disability care. Service users receiving a high quality service and one which is free from stigma, discrimination and harm. Staff engaged with the delivery, innovation and continuous improvement of services to benefit service users. Visible and responsive leadership, setting the standard for others and role-modelled throughout the division for all managers The Trust values of Continuous Improvement, Accountability, Respectfulness, Enthusiasm and Support will be embedded across the division for all staff and evident to service users Job Purpose:
To provide 1st / 2nd line support as part of the Service Desk function.
This role is highly visible, and requires a combination of technical skills, customer care, and business awareness - the Service desk being the single point of contact for all customer communications. The post holder will be required to respond to service desk phone calls, monitor other routes to the service desk, record incidents following clearly defined procedures, and resolve the majority of incidents at first point of contact. The role encompasses reactive and pro-active elements of Incident management as defined in the IM Incident Management process. Principal Responsibilities: Handle Service Desk telephone calls, recording all new incidents using the minimum data set, and updating existing incident records with any new information received. Monitor other communication routes to the Service Desk, eg mailbox, self-service tool, ensuring new incidents are recorded, and customer queries are dealt with promptly. Categorise and prioritise incidents and service requests according to guidelines detailed in the Incident management process. Provide 1st line support, resolving the majority of incidents at first point of contact, using remote support tools where applicable to achieve this. Resolve Incidents not resolved at first point of contact due to the lengthy nature of the fix and, where requested, assist with the 2nd-line support queue Assign unresolved Incidents to the appropriate specialist resolver group. Log incidents with third party vendors, and take ownership of third party incidents until resolution. Liaise with the Connecting for Health Service Desk (or LSP) to raise incidents relating to National Applications: completion of Triage Forms; monitoring and tracking of all Incidents raised with the CfH Service Desk until resolved. Responsible for monitoring and tracking ALL Incidents and Service Requests ensuring Incidents are resolved within Service Level Targets Communicate updates and service disruptions to users, selecting the most appropriate communication tool, e.g. email, intranet, and providing an estimated resolution time, if possible Escalate Major Incidents to the appropriate team, and contribute to Major Incident Reviews, where appropriate Identify multiple instances of incidents of a similar nature, and escalate to the appropriate team Record appropriate resolution details in the service management software, selecting the relevant resolution categories - contributing to the IM Knowledge Base. Resolve incidents, where possible, ensuring the customer is satisfied beforehand Conduct User Satisfaction surveys under the instruction of the Service Desk Manager The post holder will be required to perform Active Directory administration duties, including password resets & account administration. This may include adding and administering permissions and security groups The post holder will be required to perform Email (inc MS Exchange, NHS Mail) administration duties including, but not limited to, mailbox creation, updating email distribution groups and adding and administering Public Folders & Calendars The post holder may be required to provide training to new starters or less experienced Service Desk staff. The post holder may be given the opportunity to work as part of a 24hr Service desk which would involve evening and night work. Generic Responsibilities for all staff:
All post holders will agree to: Commit to the vision of supporting Mersey Care in becoming a leading organisation in the provision of community services, mental health care, addiction services and learning disability care, and in doing so fully utilise their skills and experience to support the objectives of the Trust. Role model the values of the Trust - Continuous Improvement, Accountability, Respectfulness, Enthusiasm and Support- in all activities and interactions with employees, service users and other stakeholders Challenge the stigma associated with mental health and learning difficulties. Comply with the Duty of Candour, defined by Francis as: 'The volunteering of all relevant information to persons who have or may have been harmed by the provision of services, whether or not the information has been requested and whether or not a complaint or a report about that provision has been made. Work across professional and organisational boundaries to improve services for all. Maintain their specific knowledge base and develop new skills. Value the contribution of the patient / service user voice. Operate within any organisational codes of practice or those from a relevant professional body. Respect equality and diversity across all areas of working practice and communications with staff, service users and other stakeholders. Take responsibility for the accurate and timely collection and recording of data and ensuring all personally identifiable information is protected and used only for the purposes for which it was intended. Comply with all health and safety legislation and local policies and procedures. Adhere to all organisational policies. Have knowledge and understanding of technology in the workplace which is sufficient to maintain their efficiency and also how technology can empower service users in a digital environment Comply with the NHS Constitution in relation to the staff responsibilities that it sets out for NHS employees. Attend a one day Just and Learning & Civility and Respect training work shop Be an ambassador for Just & Learning and Civility & Respect following the training Positively advocate the just and learning culture within your team Be a confident supporter and implementer of the Trust CARES Values including Civility & Respect within your team. Support their team/services to create a positive environment for Just and Learning Culture Participate in Just and Learning Culture events. Bring Just and Learning Culture updates/information to the attention of team members and other MCT colleagues they work with. Support and encourage the sharing of concerns about the safety and quality of care with senior leaders with the aim of improving safety and quality. Actively participate in creating an open culture within your team so that concerns and difficulties can be discussed safely and respectfully. Speaking up in the event that they are exposed to incivility between colleagues in the workplace #iwillspeakup. Listening and understanding others who have concerns and taking a collaborative approach to work towards a solution to improve civility and respect. This job description is intended as an outline indicator of general areas of activity and will be reviewed in light of the changing needs of the Trust in consultation with the postholder. Qualifications Essentials ITIL Foundation ‘Green badge' (or equivalent experience) MCP (Microsoft Certified Professional) or equivalent experience CompTIA A+ (or equivalent exp.) Higher National Certificate or Diploma in IT, or equivalent experience. Desirable Member of UK Council of Health Informatics Professionals (UKCHIP) MCSA (Microsoft Certified Systems Administrator) CompTIA Network+ Knowledge/Experience Experience in an IT Service Desk role. Substantial experience of using Microsoft Office applications, and ECDL qualified (or equivalent experience). Desirable Experience working in NHS IT department Values Continuous Improvement Accountability Respectfulness Enthusiasm Support High professional standards Responsive to service users Engaging leadership style Strong customer service belief Transparency and honesty Discreet Change oriented Skills Ability to communicate and understand complex technical information. Ability to explain technical issues in a non technical and non threatening way to users. A high level of customer service and telephone skills. Problem solving, logical troubleshooting and analytical skills Advanced Keyboard Skills
