Detailed job description
and main responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
Person specification
Qualifications
Essential criteria
1. Educated to GCSE (or equivalent) standard-
2. To be working towards or have obtained Microsoft qualifications in recent or current Microsoft desktop or applications.
Desirable criteria
3. To hold or is working towards a qualification in computing.
Experience
Essential criteria
4. At least one years' experience of dealing with customer enquiries.
5. At least one years' experience working in an IT support enviroment.
6. Ability to work to deadlines and acting on own initiative.
Desirable criteria
7. More than one years' experience od dealing with customer enquiries.
8. More than one years' experience working in an IT support enviroment.
9. NHS.net portal experience
Technical Skills Competencies
Essential criteria
10. A working knowledge of current Microsoft operating systems (Windows 7 and 10) and office packages is required to assist incoming user requests or queries.
11. To accurately record information provided by users and draw appropriate conclusions from that information to aid investigation at first point of contact or by subsequent support teams.
12. Be able to show forward thinking and initiative when undertaking difficult problems and situations.
13. To perform Root Cause Analysis on the collated information in order to get to the cause of the problem.
Desirable criteria
14. To have a positive attitude towards all aspects of the modern IT world.
15. To promote an educational enviroment in order to aid our user base to develop problem solving techniques.
Knowledge
Essential criteria
16. To be aware of the principles and practices involved in the running of a successful IT Service Desk.
17. To be competent in installation, configuration and troubleshooting of IT hardware (including PC's, laptops and printers) and IT software, both bespoke and off the shelf products.
18. Have a knowledge of common IT hardware and software settings to resolve moderately complex IT issues and have the ability to investigate basis issues for clinical, bespoke or Trust developed systems.
Desirable criteria
19. To be aware of the principles and practices used for an ITIL based IT Service Desk
20. To have knowledge of networking and the use of trouble shooting techniques to aid the network technician with their investigations into any network issues.
Interpersonal Skills
Essential criteria
21. To be able to work as part of a team and individually. Ability to remain focussed on own work and be able to refocus the attentions of others on their work without being confrontational.
22. To have and utilise an excellent telephone manner with the ability to interpret user language into a definitive IT problem to enable the problem to be solved as soon as possible.
23. Be capable of writing clear, concise and unambiguous documentation.
Desirable criteria
24. A personable approach to working with colleagues, whilst at the same time, the ability to remain focussed on work issues.
25. Polite and attentive manner to provide well-mannered and understandable explanations of problems to the end user if necessary.
Personal Attributes
Essential criteria
26. A committed team worker who must be prepared to work flexibly to help maintain office cover during their contracted hours. Must be focussed to team and departmental goals and values.
27. Must be reliable and dependable worker, one who can be trusted to "be there and do it right".
28. Willingness to learn and self-develop in the fields relevant to Departmental requirements is required.
29. Must be a team worker and open communicator.
Desirable criteria
30. The ability to see the "bigger picture" from the Department's viewpoint.
31. Good interpersonal skills, friendly and patient personality.
Language Requirement
Essential criteria
32. Be able to speak English as necessary to undertake the role.