Job overview
We are recruiting for a 1st Line Support Engineer - Digital Operations who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
This is an opportunity to work as part of our Digital Service Desk Team who are vital to ensuring our 6000 IT users working across the East & North Herts NHS Trust sites including Lister, QEII, Hertford and Mount Vernon, have access and supports to the systems required.
1st Line support will include support for various applications and software such as Email, Active Directory, Outlook and Ms Office products. You will be logging calls via Numara Track IT, of which internal training will be provided. The ideal candidate will have previous service desk experience and it would be advantageous to have NHS knowledge.
You will have an excellent telephone manner and communication skills as well as having interpersonal skills, be able to keep calm in busy pressurized situations. Ability to learn and communicate technical information. You will need to be able to work as part of a team as well as being able to work on your own.
At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
The 1st Line Support Engineer is responsible to record all service desk calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the customer, in line with Service Desk Minimum Data Set requirement.
Perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.
Forward appropriate service desk calls to third party support service providers including any national solutions including NHS Email this to the customer when required.
Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National Email, Managed Print service etc.
Have Local Organisation Administration functionality within the National Email System providing support to all Trust users.
Monitor progress of fault resolution with IT staff, customers and third party maintenance contractors and then invoke escalation procedures when required. Report back to customers when fault resolution is complete and, after resolution, ensure customer satisfaction with the outcome.
Working for our organisation
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
* The Lister Hospital, Stevenage
* New Queen Elizabeth II (New QEII), Welwyn Garden City
* Hertford County, Hertford
* Mount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role.
Person specification
Qualifications/ Training
Essential criteria
* A level passes, BTEC or equivalent
* Service Desk Operator Training, ITIL Knowledge
Desirable criteria
* Database Report Training ie Crystal ITIL Green Badge, ECDL
Previous Experience
Essential criteria
* IT support
* Office administration skills
* Customer focussed work
* Advanced keyboard skills
* Able to prioritize and filter telephone calls using own initiative
* Experience of working on a Service Desk or equivalent
* Some experience of working under pressure and to tight deadline
* Experience of liaising with suppliers, colleagues and IT users
* Service Desk operations
Desirable criteria
* PC first line support
* Recent customer service experience/call centre
* Worked in large organization/busy office
* Preparation of short written reports
Skills
Essential criteria
* Good telephone manner and communication skills
* Good interpersonal skills
* Keeps calm in busy pressurized situation
* Ability to learn and communicate technical information
* Ability to work on own or as part of a team.
Knowledge
Essential criteria
* Knowledge of Windows 7, 10 Office 2010 & 365 Use of email and Service Desk software
* Printer and other IT peripheral operation
Desirable criteria
* Familiar with using a PC and standard office software
* NHS Mail
Other requirements
Essential criteria
* Understanding of, and commitment to, equality, diversity and inclusion
* Role model our Trust values every day