Job overview
FULL-TIME 37.5 HOURS PER WEEK BASED AT ST HELIER HOSPITAL WITH FREQUENT TRAVEL TO OTHER SITES
Working in the busy Information Services department cross-site between St Helier, Sutton & Epsom Hospitals.
The post holder will be expected to provide a high-quality and professional 1st line remote support service to all computer users within the Trust. This will include call logging, reactive support calls, new starter creation, planned maintenance, and new installations.
Main duties of the job
Customer Support Technician (Band 4)
1. Providing a quality interface between the various ICT Teams and the department’s customers Trust-wide. This may be in person, via the phone or in writing
2. Providing a comprehensive 1st line Support Service by investigating and resolving fault calls for both hardware and software incidents within the Trust.
3. Ensuring all new software and hardware is fully researched, adapted and tested before undertaking any work outside of the approved, supported kit list.
4. Logging, updating and closing calls in a professional manner ensuring that call detail is accurate and extensive enough to be used effectively by anyone in IS for purposes ranging from support provision through to call review and statistical analysis.
5. Ensuring all calls, queries and service comments (complaints & commendations) are actioned, classified and processed in accordance with IS Department and Trust standing procedures.
6. Ensure that all technical works are undertaken following IS policies and procedures. The post holder will be expected to provide input into the formulation and ongoing development of IS procedures and policies.
7. Ensure the workload is properly investigated, planned and executed
8. Ensure that role and its outputs are performed within the spirit of Teamwork and accountability for one’s own actions.
Working for our organisation
Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.
We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.
The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.
Detailed job description and main responsibilities
Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.
Person specification
Qualifications and Training
Essential criteria
9. Good general education
10. Good general level of numeracy and literacy (This would typically include GCSE’s in English Language & Mathematics or equivalent standard)
11. Microsoft MCDST or equivalent knowledge
Desirable criteria
12. Novell CNA or equivalent knowledge
13. Information Technology qualification
Experience
Essential criteria
14. Previous experience of working in a customer service environment
15. Previous experience of 1st line technical support within a helpdesk environment.
16. Any knowledge of call management software, particularly “LANDesk Helpdesk”
Desirable criteria
17. Broad NHS knowledge
18. Previous experience of IS technical support
Your application: Please ensure that you have read the job description and person specification and that your supporting statement reflects these, as your application will be assessed and scored against these criteria.
References: You will be required to provide 3 years of employment/educational history. We do not accept references from personal email addresses such as Hotmail, Gmail etc. therefore please ensure you are providing professional working email addresses within your application form. If you are unable to provide professional email addresses and are invited to an interview, please ensure you advise the interviewers of this - otherwise, this may delay your pre-employment checks.
Closing date: In order to streamline recruitment within our Trust, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.
Shortlisting: You will only be contacted via e-mail/SMS by the SWL Recruitment Hub if you are successfully shortlisted for this post. Please ensure that you check your Trac registered e-mail regularly.
DBS: We are committed to safeguarding children and adults who are at risk of abuse. As such, if this post will have access to children or vulnerable adults, you will be required to undertake an Enhanced Disclosure and Barring Service check. However, all employees have a responsibility for safeguarding children and vulnerable adults in the course of their duties and for ensuring that they are aware of the specific duties relating to their role.
______________________________________________________ Disability Advice Line: SWL Recruitment Hub is committed to promoting equity and equal opportunities for individuals with disabilities. We believe that greater diversity and inclusion will lead to an even more positive impact on the people we serve. For support with job opportunities and reasonable adjustments contact our Confidential Disability Advice Line at: Telephone: 02082963786 Text: 07501066267 Email: @. Our confidential answering service is available after 5pm. ______________________________________________________
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
NameTyrone HyltonJob titleCustomer Support ManagerEmail addressTelephone number07717785754