Job overview
The post requires a highly motivated, hardworking individual who has an excellent friendly people skills and has IT support experience.
The post holder will be expected to provide telephone IT support service, processing incoming emails, portal requests, log service desk calls to meet incident management standard, provide telephone service in a professional manner; achieve first line call resolution to a 60% level; apply your technical knowledge to carry out troubleshooting and apply fix; triage fault and request to 2nd and 3rd line ICT support team; provide out of hours on call support as required.
The role requires someone who has excellent communication skills, broad knowledge of desktop, Virtualisation, server and network support; multitasking skills, and the ability to take own initiative to priorities their workloads. It is desired that applicant have previous experience working in an ICT support environment, have excellent technical trouble shooting abilities and have a good understanding of ITIL incident management framework.
The post holder will work closely with the 2nd and 3rd line ICT support teams. It is essential that you are an excellent team player, but can also work independently under the guidance of the Senior ICT Service Desk Analyst.
Main duties of the job
1. Receive and log service desk calls efficiently and in a professional manner
2. First line call resolution to a 60% level
3. Network and application account re-sets
4. Allocation of work to all ICT support teams
5. Provide out of hours support as required
Working for our organisation
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person specification
Education/ Qualifications
Essential criteria
6. IT Degree or relevant experience
Desirable criteria
7. ITIL Foundation
Skills/Knowledge/ Abilities
Essential criteria
8. Good analytical and problem-solving skills.
9. Able to work as part of a team, and autonomously.
10. Ability to write accurate and clear technical documentation such as fault details in a service desk call •Learn quickly in a demanding technical environment •Excellent negotiation and relationship building skills•Positive and Can-Do attitude
11. Learn quickly in a demanding technical environment
12. Excellent negotiation and relationship building skills
Experience
Essential criteria
13. A minimum 3 years working in a large organisation (more than 3,000 PCs) providing Service Desk services
14. 2 Years using active directory, Various OS, PC hardware and MS office product.
Desirable criteria
15. NHS IT, Clinical system application support experience
Right to work
If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on
Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).
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