Service Desk Technician - Band 5

The Countywide IT Service provides IT Services to NHS Organisations and their Partners across Gloucestershire.

We seek an enthusiastic and energetic individual with integrity who has excellence and innovation key to their values. Courtesy and Collaboration are vital components of our service delivery.

The successful candidate will provide technical support in areas of service delivery, ensuring continuous improvement to services supporting business continuity. They will be required to work with all levels of IT Service staff, and to assist in the training and assessment of more junior staff.

The service desk environment is an extremely busy environment, the candidate will need to ensure that all incidents are logged with a high level of data accuracy and that Incidents are monitored and escalation procedures invoked where necessary. This will include regular communication to customers to support continual service improvement.

Main duties of the job

o Provide a first point of contact for all IT issues

o Work within Trust and department guidelines, policies and procedures

o Logging faults to our incident management system, maintaining a very high level of data quality, speed and accuracy

o Resolve a variety of incidents using software that connects to remote systems

o Provide users with realistic expectations in line with our Service Level Agreements

o Monitor and action important escalations to the Incident Escalation mailbox.

o Triage incidents and escalate them to the correct teams, The team work independently and resolve 50% of calls at First line, following knowledge articles and guidance provided. The team also have a senior member of the team on hand daily to respond to any urgent escalations/questions. The team keep in regular contact using MS Teams video calls and chat functionality.

On a daily basis we see around 300 phone calls to the service desk each day, we then process a high volume of email and self-service requests on top of that. The team have a rota in place to share these tasks out allowing variety to the day to day role.

o Proven, effective communication skills

o Methodical, analytical, calm, self-motivated and confident demeanour, with the ability to multitask and work under pressure

o Experience of delivering services under SLA or project based conditions

The following skills are desirable

o Ability to understand and communicate complex technical information

o Advanced keyboard skills

o Knowledge of ITIL Frameworks and best practice

The service Desk is a team of 14 staff who support Hospitals Trust, ICB and GP staff across Gloucestershire.