Job overview

Reporting to the Customer Services Manager, you will provide ‘first line’ technical support to the Trust's IT users, located across a number of sites.  Candidates will be required to log and manage incoming calls through to resolution. 

The role is predominately office based, and will involve communication via telephone, email and face-to-face.  It is possible that you may be asked to travel to the Trust’s other sites for work purposes.

Main duties of the job

Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service.  Candidates are required to work efficiently and professionally under pressure.  The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.

Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations.  Candidates will have gained or be working to achieve MCP or equivalent qualifications.

Through personal example, open commitment and clear action, to value and celebrate the diversity of the Trust’s communities, ensuring equality of access and treatment in employment and service delivery.  To demonstrate a positive can do attitude at all times and drive the ‘can do’ attitude across the Digital Health Department.

Working for our organisation

Due to the internal promotion of the existing post holder, the James Paget University Hospital has an exciting opportunity for an additional candidate to join our Digital Health Service Desk Team on a permanent basis, to work in a vibrant and dynamic environment.

The successful candidate will be required to provide an exceptional level of desk side and remote support to the James Paget Hospital’s customer base, contributing to the delivery of the Digital Health strategy.

We are looking for an individual with a good level of hardware and software knowledge, particularly in relation to PC hardware and Microsoft operating systems and software. The successful candidate will be suitably qualified, or working towards, an IT-related qualification. The ability to troubleshoot software, hardware and network faults is required, along with strong customer service experience, the ability to prioritise workloads, and to be pro-active and flexible with managing those workloads is essential.

The James Paget delivers its services in accordance with ITIL best practice, so familiarisation of ITIL V3 or V4 is advantageous as the candidate is responsible for maintaining an accurate CMDB, and to deliver services within predefined SLA’s.