An opportunity has arisen for an IT Service Desk Co-Ordinator to join the Trust's busy IT Service Desk team.

The Service Desk acts as a central point of contact within the IT Department, providing first and second line support to the Trust's user base to enable them to make effective use of available software and hardware.

Candidates should have excellent communication and mentoring skills, an excellent working knowledge of IT applications and practical experience of the following: Windows 10, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, and IT Ticketing Systems. Previous IT Service Desk experience is essential.

Applicants must be within commuting distance of Bath e.g. up to 35 miles.

Main duties of the job

The successful candidate will be expected to carry out the following duties

• Monitor the IT Service Desk queue and allocate calls to the IT Service Desk Analysts. Take ownership and responsibility of more complex tickets and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation. Identify any fault patterns.
• Investigate faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
• Provide expert IT advice and training to Service Desk Analysts and Admin staff, and act as a mentor.
• Create IT Knowledge Base articles and maintain them.

About us

We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust)a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.

We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B& NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.

Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.

At AWP we actively encourage applicants from all backgrounds we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.

Job description

Job responsibilities

Essential knowledge, skills and experience* IT related degree or equivalent experience.* Significant experience working in a fast paced IT environment, able tosuccessfully develop and implement information technology strategies at a Trust-wide level.* Experience of IT knowledge base content creation and management ofsolution* Experience of IT call queues allocation and monitoring* Experience of conducting IT training on IT related subjects* ITIL Intermediate level qualifications relevant to the area of technicalspecialists or equivalent experience.* Thorough understanding of modern information systems/technologies and the supporting tools, methodologies and techniques for developing, maintaining and supporting them.* Experience of analysing, interpreting, solving and explaining system issues to a non-technical system users in a clear and concise way.* Ability to present a range of technical terms and concepts to non-technical system users in a clear and concise way.* Ability to influence the organisational culture to ensure effective use of both clinical and non-clinical systems.* Expert in spreadsheet, presentation and word-processing software.* Knowledge of legislation and good practice in relation to IT policies,processes and standards e.g. ITIL, Data Protection, ISO standards.* Able to prioritise workload of self in order to deliver results.* Able to set clear goals and objectives and use performance managementtechniques to ensure objectives are delivered.* Able to motivate and develop a large team of professional IT staff.* Able to travel to different locations across the Trust and holds a full driving license.* Able to work flexibly to accommodate peak periods of work.

Desirable knowledge, skills and experience* Thorough understanding of NHS policies, standards and procedures inrelation to Information Systems/technologies.* Experience with NHS systems and processes.

Person Specification

Qualifications

Essential

• GSCE A-C in Maths and English, or evidence of successful secondary education

Desirable

• ITIL Qualification
• Degree/Higher Education related to IT
• Additional courses related to IT

Skills

Essential

• Ability to interpret technical and non-technical data which may be incomplete
• Problem solving skills requiring supplementary research
• Ability to prioritise workload in order to deliver results

Desirable

• Comprehensive knowledge of current information systems and technologies
• Practical experience using or supporting at least three of the of the following: Windows 10, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, IT Ticketing Systems

Experience

Essential

• Technical experience relevant to the area of specialism
• Practical experience working within an IT support team
• Experience training colleagues/acting as mentor
• Experience with queue management and identifying fault patterns

Desirable

• Experience working in a fast paced environment
• Experience with NHS systems and processes
• Experience working to deadline/SLA's

Communication

Essential

• Written and verbal communications
• Administrative and organisational skills
• Customer focused
• Team focused

Desirable

• Ability to write and maintain procedures/knowledge base articles
• Ability to present a range of technical terms and concepts to non-technical system users in a clear concise way

Employer details

Employer name

Avon & Wiltshire Mental Health Partnership NHS Trust

Address

Bath NHS House

Bath

BA1 3QE

Any attachments will be accessible after you click to apply.

342-CS114-0824