IT Support Assistant

Job summary

Do you have a background in customer service with a desire to work in IT?

If so, our busy NHS IT Service Desk at [Employer hidden] would like you to apply to join us as an IT Support Assistant.

The role involves providing IT support via the telephone and via email as well as user account creation. This role involves a lot of troubleshooting and problem solving as well as some general administrative tasks.

The IT Service Desk team are an experienced group of people so there is a great deal of knowledge that can be shared. The team work together and support each other by sharing knowledge and asking questions whenever they need to.

Main duties of the job

The IT Service Desk is the first point of contact for IT issues for staff working at [Employer hidden]. Therefore, it is important to have good communication skills and a desire to help others to resolve issues they are experiencing, so that they can continue to provide the highest possible quality of patient care.

Knowledge and experience of using IT and providing IT support can be useful, however you will have training provided so a positive attitude towards learning the role is most important.

In the role you will receive phone calls from end users who are in need of support due to an IT fault, or they may need to request a service from Digital Services. You will use an IT Service Management Tool to log the issues and requests that you receive and escalate them to a 2nd line support team if needed.

You will also respond to emails from end users as well as create new user accounts and liaise with 3rd party suppliers. The Service Desk is a busy department so you will be involved in working on different tasks at different times. Attention to detail and the ability to record information accurately and concisely is critical.

Candidates should be good listeners. An essential skill is to be able to listen to what an end user is telling you and be able to understand the issue and extract the important information.

The Service Desk team have a wide range of knowledge about the hardware and software used at the Trust and it is a good starting point for a career in IT.

About us

The team are based in County Hall in Taunton, however there is currently flexibility to work from home, although initially you will need to work in the office for training purposes and have the ability to travel to County Hall in Taunton when required to do so. This may be at the last minute if, for example, you lose internet connection at home.

As an organisation, the NHS offers a wide range of benefits including flexible working, fantastic pension contributions, market leading annual leave allowance, career progression and regular conversations, not to mention our Blue Light Card and NHS exclusive discounts.

The benefits of working in Somerset include the idyllic countryside, with our areas of outstanding beauty and stunning coastlines. You will get to enjoy these perks whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.

There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable. You will experience the best of both in Somerset, the countryside and the cosmopolitan - there is truly something for everyone!

Details

Date posted: 17 May 2024

Pay scheme: Agenda for change

Band: Band 3

Salary: £22,816 to £24,336 a year per annum, pro rata

Contract: Permanent

Working pattern: Full-time

Reference number: 184-HR6180140

Job locations: County Hall, Taunton, TA1 4DY

Job description

Job responsibilities

• Triage and prioritise calls
• Provide root cause analysis of an issue raised and to accurately direct call to an appropriate team
• Ability to trouble shoot and provide first line fix
• Providing remote repairs and fixes
• Escalate to most appropriate team or organization if unable to provide resolution
• Creation or administration of user accounts or passwords
• To actively monitor telephony support queues
• Provide a responsive and timely service
• Allocation of appropriate user training

Please see attached job description for more information.

Job responsibilities

• Triage and prioritise calls
• Provide root cause analysis of an issue raised and to accurately direct call to an appropriate team
• Ability to trouble shoot and provide first line fix
• Providing remote repairs and fixes
• Escalate to most appropriate team or organization if unable to provide resolution
• Creation or administration of user accounts or passwords
• To actively monitor telephony support queues
• Provide a responsive and timely service
• Allocation of appropriate user training

Person Specification

Qualifications

Desirable

• IT related or NVQ customer care

Knowledge

Essential

• Working in a customer focused environment

Knowledge

Desirable

• Good working knowledge of PC/Hardware, Software, Providing IT support

Skills

Essential

• Able to work in a team
• Able to solve customer issues/problem solving
• Accurately follow documented procedures
• Organised
• Evidence of good standard of literacy

Qualifications

Desirable

• IT related or NVQ customer care

Knowledge

Essential

• Working in a customer focused environment

Knowledge

Desirable

• Good working knowledge of PC/Hardware, Software, Providing IT support

Skills

Essential

• Able to work in a team
• Able to solve customer issues/problem solving
• Accurately follow documented procedures
• Organised
• Evidence of good standard of literacy

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

[Employer hidden]

Address

County Hall, Taunton, TA1 4DY

Employer's website

https://www.somersetft.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

[Employer hidden]

Address

County Hall, Taunton, TA1 4DY

Employer's website

https://www.somersetft.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Service Desk Manager

Simon Minnitt

[contact hidden]