IT Service Desk Assistant - Gateshead, United Kingdom - Gateshead Health NHS Foundation Trust

Gateshead Health NHS Foundation Trust

Verified Company

Gateshead, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Management of the Digital Service Desk call log, including production of performance statistics, in association with the Desktop Support Supervisor.

Management of the IT hardware and software asset databases, in association with the IT Security Officer.
Tracking and management of all requests for IT related hardware and software, including preparation of quotations.
Processing of all deliveries to the IT department, including matching to work orders, updating asset database, creating associated installation service calls and liaison with end user recipients.
Ensuring that the highest quality advice and support is given to managers and clinicians to enable maximum achievement of benefits from IT.
Other administrative assistance to the IT department as required
Abide by/act at all time in line with their relevant code of professional practice.
Manning of the Digital Service Desk, acting as the first point of contact for all customers both within GHT and supported third party organisations.
Ensuring that all calls are answered within the Trust "First Class Hospitals" standard of under 18 seconds.
Provide first level end user support to Trust and supported third party organisations where possible and appropriate, otherwise forwarding calls to the most appropriate person or organisation for second/third level support, including use of remote support tools as appropriate.
Ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
Ability to show empathy for service users experiencing issues and demonstrate an understanding of the business impact caused.
Ability to communicate clearly and concisely with a wide range of end users and support staff from multiple backgrounds and organisations, including "difficult" users, on potentially complex or sensitive information.
Liaison with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution.
Working with local and national service providers to ensure that Service Desk call forwarding (seamless ticketing) is implemented between Trust Service Desk software and provider helpdesk systems.

We are looking for motivated, proactive individuals with a clear patient focus to join the IT Service Desk Team delivering high quality first and second line support to our end users.

You will be able to demonstrate excellent listening and communication skills with an ability to work under pressure and to deadlines.

You will be required to continually develop your skills and knowledge to keep up to date with technological advance.

You will play a key role in maintaining and upgrading hardware and systems across the organisation and will work with colleagues to continuously improve our services to the Trust.

You can expect to be part of an IT team committed to delivering a secure and flexible infrastructure, high quality services and innovation to NHS staff and patients.

Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
Substantial experience of end user first level support experience
Technical knowledge of IT hardware, operating systems and enduser productivity tools.
Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
Experience in using and maintaining databases.
Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems
Familiarity with online technical and support resources.
Possess ITIL Green Badge certification.
Possess Service Desk Institute Service Desk Analyst qualifications.
Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
Demonstrated recent development of knowledge and skills in support of the Service Desk role.
Relevant NHS experience is desirable.
Analytical & Judgemental Skills
Able to identify and understand key facts and issues from caller telephone conversations, and triage this in relation to following the most appropriate resolution course
Demonstrated analytical skills
Planning & Organisational Skills
Management of the Service Desk call log in association with the second level support teams to ensure that all calls are accurately logged, and that users are appraised of call status where appropriate
Management of hardware and software fault call logs for tracking third party support calls
Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced
Physical Skills
Keyboard skills are essential, with accuracy of input paramount to ensure accuracy of information recorded in the call logging system
Familiarity with