Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country. Across the Black Country we provide: Adult and older adult mental health services Specialist learning disability services Mental health services for children and young people Community healthcare services for children, young people and families in Dudley Black Country Healthcare NHS Foundation Trust was formed on 1 April 2020, with the merger of Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust. Combining resources, strategies and talented workforce enables us to deliver a wider variety of outstanding services that are based on best practice and are continually improving. We currently employ over 4,000 people and just like the population we serve, we are made up of diverse cultures and backgrounds. Whatever your role, working in a NHS Foundation Trust, like ours, is a demanding and extremely rewarding experience. Knowing that every day you can help to make a positive difference to someone’s life is a very powerful feeling. We know that our Trust runs on this desire to help and support people, and our Trust vision expresses this. Our vision is to improve health and wellbeing for everyone, especially our colleagues to achieve the best possible work/life balance. We proudly offer supportive, inclusive and family friendly employment and flexible working policies. We have a wide range of professional services and employee networks to help our colleagues be at their best - and find support if they need it. To find more about our staff benefits, please visit our website: blackcountryhealthcare.nhs.uk. Don’t meet every single requirement? Studies have shown that women and ethnic minority candidates are less likely to apply to jobs unless they meet every single qualification. At Black Country Healthcare we recognise and value all forms of knowledge and expertise, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification or criteria in the job description/person specification, we encourage you to apply anyway. You may be just the right candidate for this or other roles. For further supporting information to help you apply for this role please see documents attached under ‘Additional documents’. Job overview To manage and maintain the department’s customer call logging system, ensuring all incident and service request calls are accurately logged and appropriately managed and escalated. Be the first point of contact for our Trust colleagues with regard to faults and incidents associated with using our infrastructure, communications and core corporate applications. You will need to be able to communicate excellently with all levels of staff and liaise with third party suppliers, be presentable, and willing to help and learn. The post holder is required to support the Service Desk Manager in the delivery of all other Service Desk related activities. Advert Managing the ICT Service desk telephone calls. Complete user and resource request forms. Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures. Escalating any incidents and service requests that you can’t resolve, to senior members of staff. Have a 'service orientated' approach to work, with excellent customer service skills. To work as a member of a team, encouraging knowledge sharing. Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs. Working for our organisation Employees, workers, and / or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust’s values. Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues’ behaviours breach the spirit of Trust values. Detailed job description and main responsibilities Managing the ICT Service desk telephone calls. Complete user and resource request forms. Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures. Escalating any incidents and service requests that you can’t resolve, to senior members of staff. Have a 'service orientated' approach to work, with excellent customer service skills. To work as a member of a team, encouraging knowledge sharing. Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs. Follow agreed plans, procedures and instructions to complete tasks and activities. Work to defined deadlines as part of a team and on an individual basis to deliver technical service within the Service Level Agreements. Quick and accurate advanced keyboard skills required for computer related tasks. Safe transportation of IT equipment making use of trolleys and Trust vehicles as required. Ensure all installations & removals are documented in the agreed manor. Participates in the auditing of hardware and software ensuring that trust asset registers are maintained. Advise Trust colleagues on internal procedures and processes. Assist in the development and management of internal documentation. To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality ICT service. Offer expert advice to managers and users when they have a particular interest in a product, using persuasive techniques/dialogue to allow them to understand that Digital Services do not support all products out there in the commercial market, and that we have to adhere to our internal technical guidelines and standard, using the most suitable and compatible products for our networks. Liaising on a daily basis with internal Digital Services colleagues and users providing updates as necessary. Promote technical knowledge and understanding of the IT Equipment purchased and the use within the organisation – ensuring the customer receives the best experience from their chosen product. Attending training opportunities that may arise internally and externally. Attending Appraisals with the Service Desk Manager. Providing training to end users with regards to equipment purchased, if necessary sending user manuals out to staff via email. Face to face discussions are needed on occasion to support the user to offer advice and technical knowledge of the product to resolve any technical issues that may arise. The post-holder will be responsible for working within departmental standards and protocols, however when issues arise the post holder should use their own initiative to feedback proposed changes to current processes to ensure the most efficient service is provided to our users. Post-holder will be required to sit at their desk for long periods to work on the service desk and any other administrative work as part of their daily duties. Post-holder will also make sure that the devices are asset-tagged before they are ready for delivery to customers \ end users. Please Note that Internal at Risk Employees will be given preference for this position We reserve the right to bring the closing date forward for this vacancy at any time should we receive an overwhelming response of applications. We therefore encourage applicants to apply early if you wish to be considered for this post. If you do not hear from the Recruitment team within the advertised closing date please assume that you have been unsuccessful at the shortlisting stage. Please ensure that you check your emails on a regular basis for any recruitment updates regarding this vacancy. If you are not successful at the shortlisting stage and would like feedback, please contact the Recruitment Team directly for feedback. The salary range quoted is as per NHS Agenda for Change pay structures where applicable. This is based on the number of years’ working directly within the NHS at the advertised pay band. Experience gained with other NHS Trusts will apply, but candidates without prior experience working direct for the NHS would normally be appointed at the lowest point unless they can demonstrate the equivalent experience and then be eligible for incremental increases in future years. Medical and Very Senior Manager roles are exempt from agenda for change and subject to alternative remuneration structures. Successful applicants for clinical posts up to and including Band 4 are expected to hold the national Care Certificate qualification and will be supported to attain this once in post. The Trust is committed to equal opportunities, providing opportunities for flexible working and is a non-smoking organisation. As a Trust we are passionate about Anti-Racism, Disability Inclusion, and LGBTQ Equality, and are committed to diversifying our staff team in all areas and at all levels of seniority to better reflect the diverse communities we serve. Therefore, we particularly welcome and encourage applications from people who belong to a minority or marginalised community, including from Black and Asian, Disabled (including hidden disabilities such as Neurodiversity, Mental Health, etc), or Lesbian, Gay, Bi, Trans or Queer (LGBTQ) people. Furthermore, Disabled applicants have the option of requesting that their application is considered under our Guaranteed Interview Scheme (GIS). Please indicate your intention to apply under the GIS in the relevant section of your application. Regardless of whether you participate in the scheme or have shared a disability, you will be provided the opportunity to request reasonable adjustments to the interview process at each stage of the recruitment process. Due to the nature of the work some posts may be subject to a Standard Enhanced Disclosure and Barring Service (DBS) check, through the Disclosure and Barring Service as stipulated under part V of the Police Act 1997. Having a criminal record will not necessarily bar you from working with us; this will depend on the nature of the position and the circumstances of your offences.