Job overview
The opportunity has arisen for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter‑personal skills are required.
You will be part of the Digital Support Desk team, on the front line of the IT department resolving incidents and requests as 2nd line support. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives.
The post holder will be based at our site and will be responsible for supporting & delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI’s and targets for individuals and contributing to the whole team performance.
Main duties of the job
To provide technical advice and support on hardware and software to Trust‑wide users, including our 999 control rooms, 111 control rooms, Patient Transport control rooms, operational & corporate services based across the North West.
To manage, troubleshoot and resolve desktop based system and printer related issues quickly in order to provide efficient and effective user support. Confident providing technical support both remotely & face to face with users.
You will be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.
To provide excellent standards of customer services at all times to users across North West Ambulance Service NHS Trust.
To operate the Trusts Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate.
Digital Support Desk is the first point of contact for over 9,000 customers that may experience problems or have queries relating to critical systems which support the delivery of patient care.
Working for our organisation
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life‑saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non‑emergency patient transport services for those patients who require non‑emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non‑emergency medical help fast, and is available 24 hours a day, 365 days a year.
Person specification
Qualifications
Essential criteria
* Educated to “A” level in relevant area or equivalent industrial based qualifications such as MCP or equivalent appropriate infrastructure supporting role.
* Proven practical experience of delivering IT services in an integrated Microsoft environment including Windows Server, Windows client, Exchange and Office
* Experience in VMWare VSphere and VMWare VDi is desirable.
* Experience of working with third parties, including outsource providers, to deliver quality IT services
* Working knowledge of Active Directory
Skills
Essential criteria
* Ability to maintain confidentiality and deal with situations in a sensitive manner
* Able to communicate across wide demographic boundaries in an appropriate manner
* Strong management, motivational and leadership skills Respects and applies patient confidentiality at all times. Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols.
* Good understanding of the need for and value of systems and procedures and how to implement these effectively in a high‑pressure environment while maintaining an effective overview of potential technical risks before they become issues.
* Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies.
* Builds relationships and trust with ‘customers’, colleagues and suppliers in order to ensure quality services are delivered and maintained.
Knowledge
Essential criteria
* Proven experience in a minimum of 6 of the following technologies: Windows 2012/2016 server, Windows 10 client, Active Directory Services/AD Premium including Desktop Deployment, IIS 6/7 server, Proxy servers, SQL 2012/2016 server, MS Office 365, industry‑standard anti‑virus, enterprise solutions, TCP/IP, NAS/SAN storage technologies, LAN/WAN technologies.
* Experience of: SCCM, Microsoft Intune, producing meaningful reports, understanding of KPI’s & metrics, CISCO switches/routers, TCP/IP, industry‑standard firewall technologies, HTML/ASP/XML, SMTP/E‑mail gateway security and management solutions, VMWare.
Personal Attributes
Essential criteria
* Flexible and highly motivated
* Project a professional image
* Prioritises work of self.
* Plans ahead for short and medium term.
* Monitors own performance against key performance indicators.
* Handles issues simultaneously.
* Works hard and achieves personal targets.
* Focuses on the task and is not deterred by minor setbacks.
* Looks for opportunities for self‑development wherever possible.
* Not deterred even by apparently serious difficulties.
* Applies new concepts where solutions do not already exist.
* Looks outside own area when suggesting new ways of working.
* Demonstrates a positive customer attitude on the telephone, in writing and face‑to‑face.
* Regularly works as part of cross‑Directorate teams.
* Has knowledge of best practice in own field.
* Ability to travel between sites across Cheshire and Merseyside, Cumbria and Lancashire and Greater Manchester on a regular basis.
* Be part of an on‑call team covering critical systems out of hours. Ability to respond to ICT on‑call incidents in a timely manner and travel to key sites to resolve issues.
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