Job summary
Out of Hours Service Desk Operative Whiston Hospital, Informatics DepartmentPermanent. Full time hours per week, Band 3
We are currently looking to recruit an Out of Hours Service Desk Operative to our busy IT Service Desk team on a permanent contract, working full time hours per week.
The principal role of an Out of Hours Service Desk Operative will be to provide first line telephone-based support to partners and customers of Mid Mersey Digital Alliance.
The Out of Hours Service Desk Operator is responsible for providing the first point of contact for IT issues, incident management and request fulfilments outside of normal office hours.
Interview Date is to be confirmed
Main duties of the job
The principal role will be to provide first line telephone-based support to partners and customers of Mid Mersey Digital Alliance. The Out of Hours Service Desk Operator is responsible for providing the first point of contact for IT issues, incident management and request fulfilments outside of normal office hours.
The ideal candidates will have : -
- Significant experience in an IT support role
- Experience of telephone based support
- Excellent customer care skills
- Good problem analysis skills
- Knowledge of Microsoft products, although training will be provided
Customer care skills are an extremely important factor to the role.
This role offers an excellent opportunity to join a large IT service (200 staff) that will offer opportunities for career progression to the right candidates.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services : Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements :
o Rated Outstanding by CQC Inspection August 2018
o Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
o National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description
Job responsibilities
KEY DUTIES
To provide 1st line technical support for all partners and customers of Mid Mersey Digital Alliance on a rota to cover 24 x 7 working (including weekend and bank holidays) as part of an out of hours support team.Responsible for call answering on the IT Service Desk, monitoring calls logged through the ITSM self-service portal, and the recording of all Incidents and Requests with the appropriate information, prioritisation and classification.Responsible for first line resolution of incidents which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required.To allocate and escalate unresolved Incidents to other resolving groups to ensure that there is timely management of incidents in line with SLA.Strong knowledge of all hardware components, and all associated system software tools.Responsible for upholding a professional relationship with internal and external clients.Provide effective communication and incident report details.Provide support as delegated with regards to the installations of key developments of new system infrastructure.Assist with the projects to support operational changes or developments that require information technology.Undertake routine and general support duties as may be required from time to time.Responsible for keeping senior IT Operations staff up to date on all systems issues that occur out of hours.To remain focused on providing a quality service with the team and Informatics, promoting the main objective which is to assist the organisations supported in providing quality care to patients.Carry out duties appropriate to the grade as may be required by the Director of Informatics.CLINICAL & PROFESSIONAL RESPONSIBILITIES
Maintain adherence to Local and Statutory regulations relating to the use / misuse of data and computer facilities in particular the Data Protection Act and Copyright lawsBe aware of all current legislative conditions particularly the Data Protection Act 1998 and the Computer Misuse Act 1990 and undertake duties in accordance with this legislationIn the course of your employment you may come into contact with confidential information relating to patients and staff. Strictest confidentially must be maintained at all times and failure to do so may result in dismissal.ADMINISTRATIVE RESPONSIBILITIES
To report all user incident, problem and request details using the internal ITSM Service Desk tool, observing existing procedure and change control.Person Specification
Qualifications
Essential
Educated to GCSE standard A-C level in English and Mathematics or equivalent qualification and / or experienceDesirable
To hold or is working towards a qualification in IT and / or equivalent experienceCustomer Service Qualification and / or equivalent experienceITIL Foundation and / or equivalent experienceKnowledge
Essential
Experience within a customer service roleAbility to work to deadlines and act on own initiativeKnowledge of PCs and peripheral hardwareDesirable
Knowledge of clinical systems within the NHSBasic understanding of Networking principlesTo be aware of the principles and practices used for an ITIL based IT Service DeskExperience of working within the NHS in a support environmentMinimum of one years' experience working in an IT support environmentSkills
Essential
Analytical skills and ability to work logically, methodically and accurately to agreed standardsAbility to communicate effectivelyTo be competent in installation, configuration and troubleshooting of IT softwareKnowledge of Microsoft Windows Operating SystemsA motivated self-starter with the ability to multi-task within a team environmentAbility to empathise with system users when problems occurA high standard of verbal and written communication skills and the ability to explain technical issues to a non-technical audienceProven time management skillsDesirable
Configure PC systems and associated peripherals and special devices adaptersOther
Essential
Flexibility is essential to the role and some additional hours maybe necessary sometimes at short notice
