Job vacancy: Help Desk Officer, Arden and GEM Commissioning Support Unit, Leicester

Job summary

Main area

Grade

NHS AfC: Band 4

Contract

Fixed term: 3 months (or secondment)

Hours

Full time
Home or remote working

37.5 hours per week

Job ref

880-7281921-A

Employer: Arden and GEM Commissioning Support Unit
Employer type: NHS
Site: County Hall
Town: Leicester
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 04/08/2025 23:59

Help Desk Officer

NHS AfC: Band 4

Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.

Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.

Arden & GEM CSU is committed to supporting the redeployment of our at risk employees. In line with our policy, staff at risk may be given preferential consideration to posts that could be considered suitable alternative employment. We reserve the right to close, delay or remove adverts while this process is completed. We apologise if you experience a delay in the shortlisting stage of the recruitment cycle.

Detailed job description and main responsibilities

For further information about the role please refer to the attached Job Description and Person Specification

Person specification

Education / Training / Qualifications

Essential criteria

Minimum of 3 Grade C or equivalent GCSE’s (one to include English Language)

Desirable criteria

Have passed or working towards Microsoft Desktop Support certifications in windows 7 and or Windows 10
Working towards a degree in an IT related subject

Experience

Essential criteria

Experience working within an IT related customer service environment.
Ability to interpret and express user requirements and translate them to prioritise calls
Previous experience of managing customer relationships

Desirable criteria

Experience working in an NHS Organisation would be an advantage
Experience of working in a pressured and complex environment requiring prioritisation of workloads.

Skills / Abilities

Essential criteria

Sound and up to date IT skills.
Good analytical and troubleshooting skills including the ability to clarify a problem, seek all relevant information, detect trends and link cause and effect and identify the critical issues in a complex situation.
Good organisational and time management skills with an ability to manage multiple tasks effectively.
Good interpersonal skills both face to face and over the telephone.
Ability to use initiative to resolve customer queries
Works well individually and as part of a team

Desirable criteria

Able to create a pivot table within Exce

Knowledge

Desirable criteria

Knowledge of Service Now help desk system
Foundry/Arden & GEM Apps knowledge

Interpersonal Skills

Essential criteria

Good verbal and written communication skills with the ability to work with personnel at all levels of the CSU and its customers
Ability to deal with problems and situations that require both controlled and sensitive resolution.
Able to make decisions and escalate where necessary
Ability to provide stakeholders with a positive experience of the service delivered.
Ability to work both independently and as part of a team
Understands importance of customer service and the role of good communication.

Desirable criteria

Strong persuasion skills at all levels of a hierarchy

Special Aptitudes

Essential criteria

Awareness of equality and valuing diversity principles
Understanding of Confidentiality and Data Protection Act

Mobility

Desirable criteria

Car driver / owner or reasonable alternative

Not all roles are eligible for skilled worker sponsorship. If you apply for this post and require sponsorship, please ensure you have checked your eligibility via https://www.gov.uk/skilled-worker-visa/your-job

Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.

All new entrants to the CSU for a permanent position will be subject to a 6 month probationary period. For new entrants appointed on a fixed-term basis, the probationary period is between 1 and 6 months.