Job summary
We have an exciting opportunity to be part of our team.
The post holder will form part of the helpdesk team working to provide first line support to customers on all matters relating to IT provision.
The post holder will log all requests for support and either resolve the request directly or assign to other IT support teams as appropriate.
This role is a key customer support role, and the post holder will be required to always maintain a customer focus.
Will be required to work on site for one week in every four weeks
Main duties of the job
Answer and handle all requests in accordance with UH SUSSEX standard operating policies
Communicate clearly and positively with all service users in person, via the telephone and via other inbound methods
Work closely with the other members of the UH SUSSEX Unit, and with other staff to resolve customer requests.
Employees must adhere to the Trust's Policy and Procedure for Raising Issues of Concern regarding patient matters, health and safety, corruption
Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions as
Please see JD for full duties
About us
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer abuddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
Candidate Pack
This vacancy is advertised as a time-limited opportunity is expected to be undertaken on a secondment basis. Before applying, employees must discuss the opportunity with their current line manager to confirm whether they may be released from their substantive role if successful. Release to undertake a secondment is not an automatic entitlement and must be agreed by all relevant parties: the employee, their current line manager, and the recruiting line manager.
Job description
Job responsibilities
Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.
If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.
This vacancy is advertised as a time-limited opportunity is expected to be undertaken on a secondment basis.
Before applying, employees must discuss the opportunity with their current line manager to confirm whether they may be released from their substantive role if successful. Release to undertake a secondment is not an automatic entitlement and must be agreed by all relevant parties: the employee, their current line manager, and the recruiting line manager.
As above, plus
1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.
2. Aid and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.
3. Prioritise support requests and schedule them to the most appropriate member of senior teams.
4. Accurately log all details for each request on the helpdesk system.
5. Supports other helpdesk team members to resolve requests.
6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.
7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.
8. Generates reports from the helpdesk system as required.
9. Assists management with audits within department by partaking in areas of own remit.
10. To identify areas requiring service improvements where required and comment on policies and protocols as required.
Please view Job Description and Person Specification for all responsibilities
Person Specification
Experience
Essential
- ECDL or equivalent recent computing qualification or relevant customer service related experience in a technical environment.
- Experienced user of Microsoft operating systems and application software
- Basic PC maintenance
Desirable
Specific Requirement
Essential
- Able to work on site for one week in every four weeks
Skills
Essential
- Excellent time management and ability to deliver accurate work within strict timescales.
- Ability to work flexibly to meet the needs of the service, dealing effectively with conflicting demands
Equality, Diversity, and Inclusion
Essential
- Evidence of having undertaken own development to improve understanding of equalities issues
- Evidence of having championed diversity in previous roles (as appropriate to role)
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.