Job overview
This role is only open to applicants that currently work within an NHS Trust within the Hampshire and Isle of Wight Integrated Care System (HIOW ICS).
The postholder will provide an exceptional 1st line support service, in line with FT’s strategic objectives and quest for continual improvement in delivering a ‘best in class' IT service to its customers.
The postholder will conform to a strong ITIL best practice framework, and work to ensure Service Level Agreements and Operational Level Agreements are consistently met and preferably surpassed to deliver high-quality solutions and support to the customers.
This post requires continual upgrading of skills to reflect rapid changes in technology. This is achieved through formal training, informal skills transfer, and self-tuition.
This 1st Line IT Support role is part of a wider support team that looks after 6,000 users across HHFT
Main duties of the job
To work in a team of nine, in a 1st line support role (Monday to Friday, 9am to 5.30 pm). Based: Basingstoke Hospital.
The role is to support all customers and users of Hampshire Hospitals NHS Foundation Trust with any IT Support required. The IT Service Desk is a single point of contact for its customers. The Service Delivery Engineer is there to help and support its users in resolving their IT problems. If they cannot resolve we have IT Teams on hand they can call on for help and reassign to them accordingly.
We are looking for an organised, enthusiastic person to join our team with excellent customer service skills. A good, calm, reassuring manner is essential with a strong attention to detail. You will be taking a variety of support calls, aiming to fix the technical issues remotely or in person so a natural flair for problem solving is a must. The successful applicant will have a good knowledge of MS Windows Operating Systems, Active Directory, PC / Laptop & Printer Hardware and MS Office / M365, as well as experience of single sign on solutions. Experience of using a Helpdesk/Service Desk and Remote Control Support Tools is part of the role and knowledge of ITIL processes would be advantageous. We also manage other bespoke hospital applications for which Training will be given and good communication skills is needed as you will be liaising with third party suppliers.
We welcome applications from candidates with a variety of levels of IT experience.
Working for our organisation
The vision at Hampshire Hospitals NHS Foundation Trust is to provide outstanding care for every patient. We serve a population of nearly 600,000 people across Hampshire and West Berkshire as well as some people who access our specialist services from across the country.
Created in January 2012 the Foundation Trust prioritises the provision of exceptional, compassionate, care delivered by the valued staff working in a culture of collaboration and mutual respect. HHFT employs circa 6,000 people and had a turnover of £382m in 17/18
Four core values (CARE) Compassion, Accountability, Respect and Encourage. These are in place to support of four clear objectives, provide outstanding care of patients, empowering all members of staff, sustainable growth and innovating for the future.
Detailed job description and main responsibilities
Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.
Person specification
IT Technical Experience
Essential criteria
1. Educated to degree level or equivalent experience
2. ITIL Qualification - Foundation Level
3. Minimum 2 Years IT Experience
Customer Service Experience
Essential criteria
4. Exposure to Helping People
Active Directory Skillset
Essential criteria
5. Experience of working with AD