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1st Line IT Support Desk Technician | Berkshire Healthcare NHS Foundation Trust
| Posting date: | 01 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,147 - £27,596 per annum |
| Hours: | Full time |
| Closing date: | 01 June 2024 |
| Location: | Reading, RG30 2BA |
| Company: | Berkshire Healthcare NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6279247/371-CS131 |
Summary
• A new opportunity for an experienced 1st line support Desk Technician to join a dynamic IT team and make a difference.
• In September 2017, NHS England recognised BHFT (Berkshire Healthcare NHS Foundation Trust) as one of the seven digitally advanced mental health trusts and provided funding and international partnership opportunities, to become Global Digital Exemplars over the next three and a half years.
• We value our employees and put people first. As a Global Digital Exemplar, we will provide you with an excellent working environment that has just been recognised as having a ‘Good’ rating overall, being an ‘Outstanding’, well-led, organisation, and having an ‘Outstanding’ Older Adults Mental Health Team in our latest CQC inspection, which found that: ‘Managers across Berkshire Healthcare promoted a positive culture that supported and valued staff, creating a sense of common purpose based on shared values.’
• Working in a passionate team, you will have access to our Trust-wide Learning and Development programme and be supported in your career and personal growth, with opportunities to help you build your Continuing Professional Development portfolio, enabling you to extend your skills and ensure that you excel.
• Proactively manage support requests from clients and supporting organisations within operational guidelines, as well as providing support and guidance to colleagues within the wider IT department. This includes acting as the first point of contact for all IT support queries andprovidingad-hoc advice to clients of all levels as appropriate.
• Responsible for the management of all Service Calls assigned to them through the Service Management system. Ensuring that the status and history of Service Calls aremonitored,up datedand closed on completion and that Service Level Agreements are adhered to.
• Analyse and diagnose user requests which will include situations and information, which are wide ranging and require judgement andexpertiseto decide on the best course of action.
• Responsible for providing specialistexpertise, guidance andtop levelsupport, for all supported Microsoft applications to all service users within Berkshire Healthcare Foundation Trust
• Maintain the flow of information to all user groups providing both user feedback and IT information; this includesretainingresponsibility for the progress and resolution of client requests and communicating any updates directly to them.
• Responsible for the escalation and communication of any unresolved support calls to other IT specialist teams and IT management, ensuring all calls are triaged and logged effectively.
Berkshire Healthcare NHS Foundation Trust is a specialist mental health and community health services trust. Rated ‘outstanding’ by the CQC, we’re committed to providing the best possible care to people across Berkshire.
We value diversity and are proud to be a Stonewall Top 100 Employer.We work hard to create an inclusive environment where you’ll be supported by friendly and professional colleagues to flourish.
Our values at Berkshire Healthcare:
• Caring for and about you is our top priority
• Committed to providing good quality, safe services
• Working Together with you to develop innovative solutions
We welcome people who share these values to come and work for us.
Benefits of working for us include:
• Flexible working options to support work-life balance.
• 27 days’ annual leave rising with service + opportunity to buy and sell
• Generous NHS pension scheme
• Excellent learning and career development opportunities
• ‘Cycle to Work’ and car leasing scheme
• Access to a range of wellbeing tools and services
• Discounts at hundreds of popular retailers and restaurants
• Staff networks for race, diversity, disabilities and armed forces community to support equality
• Generous maternity, paternity, adoption and special leave.
• Free parking across Trust sites
The 3/4 “must haves” for you to be considered for this role:
1. Experience in an IT Support Desk environment
2. Customer service awareness and commitment to delivering
3. Good interpersonal skills
4. A sound working knowledge of Microsoft Office 365 support
If you're someone who shares our passion for excellence and care, join us and let's be outstanding together.
We welcome a conversation about flexibility and any other questions you may have. Please don't hesitate to call: Lloyd McIntosh on 03003652438 or email: lloyd.mcintosh@berkshire.nhs.uk who'll be delighted to help.
We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where required.
This advert closes on Thursday 9 May 2024
• In September 2017, NHS England recognised BHFT (Berkshire Healthcare NHS Foundation Trust) as one of the seven digitally advanced mental health trusts and provided funding and international partnership opportunities, to become Global Digital Exemplars over the next three and a half years.
• We value our employees and put people first. As a Global Digital Exemplar, we will provide you with an excellent working environment that has just been recognised as having a ‘Good’ rating overall, being an ‘Outstanding’, well-led, organisation, and having an ‘Outstanding’ Older Adults Mental Health Team in our latest CQC inspection, which found that: ‘Managers across Berkshire Healthcare promoted a positive culture that supported and valued staff, creating a sense of common purpose based on shared values.’
• Working in a passionate team, you will have access to our Trust-wide Learning and Development programme and be supported in your career and personal growth, with opportunities to help you build your Continuing Professional Development portfolio, enabling you to extend your skills and ensure that you excel.
• Proactively manage support requests from clients and supporting organisations within operational guidelines, as well as providing support and guidance to colleagues within the wider IT department. This includes acting as the first point of contact for all IT support queries andprovidingad-hoc advice to clients of all levels as appropriate.
• Responsible for the management of all Service Calls assigned to them through the Service Management system. Ensuring that the status and history of Service Calls aremonitored,up datedand closed on completion and that Service Level Agreements are adhered to.
• Analyse and diagnose user requests which will include situations and information, which are wide ranging and require judgement andexpertiseto decide on the best course of action.
• Responsible for providing specialistexpertise, guidance andtop levelsupport, for all supported Microsoft applications to all service users within Berkshire Healthcare Foundation Trust
• Maintain the flow of information to all user groups providing both user feedback and IT information; this includesretainingresponsibility for the progress and resolution of client requests and communicating any updates directly to them.
• Responsible for the escalation and communication of any unresolved support calls to other IT specialist teams and IT management, ensuring all calls are triaged and logged effectively.
Berkshire Healthcare NHS Foundation Trust is a specialist mental health and community health services trust. Rated ‘outstanding’ by the CQC, we’re committed to providing the best possible care to people across Berkshire.
We value diversity and are proud to be a Stonewall Top 100 Employer.We work hard to create an inclusive environment where you’ll be supported by friendly and professional colleagues to flourish.
Our values at Berkshire Healthcare:
• Caring for and about you is our top priority
• Committed to providing good quality, safe services
• Working Together with you to develop innovative solutions
We welcome people who share these values to come and work for us.
Benefits of working for us include:
• Flexible working options to support work-life balance.
• 27 days’ annual leave rising with service + opportunity to buy and sell
• Generous NHS pension scheme
• Excellent learning and career development opportunities
• ‘Cycle to Work’ and car leasing scheme
• Access to a range of wellbeing tools and services
• Discounts at hundreds of popular retailers and restaurants
• Staff networks for race, diversity, disabilities and armed forces community to support equality
• Generous maternity, paternity, adoption and special leave.
• Free parking across Trust sites
The 3/4 “must haves” for you to be considered for this role:
1. Experience in an IT Support Desk environment
2. Customer service awareness and commitment to delivering
3. Good interpersonal skills
4. A sound working knowledge of Microsoft Office 365 support
If you're someone who shares our passion for excellence and care, join us and let's be outstanding together.
We welcome a conversation about flexibility and any other questions you may have. Please don't hesitate to call: Lloyd McIntosh on 03003652438 or email: lloyd.mcintosh@berkshire.nhs.uk who'll be delighted to help.
We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where required.
This advert closes on Thursday 9 May 2024
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Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.