Band 3 ICT Helpdesk Assistant
Location
Birmingham
Employment Hours
New Jobs
Employment Type
Contract, Contract
Salary
£25,760 - £27,476 a year
Job Highlights
- Join the IT Helpdesk Team to support user access across a network of over 300 sites, facilitating a smooth onboarding process for new staff.
- Ideal candidates should possess experience in IT support, strong communication skills, and the ability to assist users with technical queries effectively.
- This role is based in Birmingham, working rotational shifts between 8am to 6pm, with opportunities for professional development in a supportive environment.
Job Requirements/Description
***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***
Job overview
A great opportunity to be part of the IT Helpdesk Team within the Digital Technology Service developing and maintaining the IT Infrastructure
supporting 5,500 users deployed over more than 300 sites across Birmingham. You will support DTS department with creation of Network and
Email Accounts for all new starters across the Trust, initial support to new users regarding their logon and mailbox This support encompasses
both administration systems (Microsoft Office products and e-mail) and technical software (operating systems).
The service desk hours are between 8am and 5pm, the service hours will be extended to 6pm and you will be required to work on a rota basis to
cover the extended service hours.
1. Creation of network and email accounts for all new users across the Trust.
2. Communicate new login details to new user and line manager within agreed SLA timescales.
3. Provide telephone support to new users to ensure correct level of access and functionality.
4. Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This may
require tact or persuasive skills or there may be barriers
5. Provide Helpdesk telephone cover as required.
6. Responsible for the logging of Helpdesk calls that have been submitted using the Helpdesk email account.
7. Where a call requires urgent action ensure that the Helpdesk Analysts are made aware of the timescales and escalate to the Helpdesk
Supervisor or other ICT managerial contacts as necessary.
To undertake other duties commensurate with this grade of post in agreement with the relevant Line Manager.
Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands
in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres,
clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and
community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands
Rehabilitation Centre and one of Europes leading Dental Hospitals and School of Dentistry.
Detailed job description and main responsibilities
Key Relationships
To establish effective working relations with the following:
2. Provide telephone support to users to ensure correct level of access and functionality.
3. Record all details of accounts using Helpdesk Call Logging System (Sunrise) ensuring accurate information is recorded and call reference number is communicated with user.
4. Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This may require tact or persuasive skills or there may be barriers to understanding.
5. Provide Helpdesk telephone cover as and when required. Liaise with Helpdesk and other technical staff to gain advice and support to resolve issues that are raised outside of the post holder’s experience and expertise.
6. Book in and out equipment that is dropped off to the IT Department ensuring all systems are updated accurately.
7. Provide support to users who collect laptops from the IT Department ensuring they can log in and access corporate systems.
8. Where a call requires urgent action ensure it is escalated to management.
9. Assist in the implementation and maintenance of office systems and procedures within the DTS Directorate when required (including: filing, mail and diary management; and the management of stationery levels).
10. Assist in recording information to databases/spreadsheets, accurately inputting data as required.
11. Manage incoming and outgoing telephone calls in a professional manner. Ensure necessary information is accurately recorded and appropriate action is taken.
12. Assist in the completion of ad-hoc project work as and when required by the Service Desk Manager. Tasks performed should be appropriate to the skills and experience of the administrative role.
To undertake other duties commensurate with this grade of post in agreement with the relevant Line Manager.
Job overview
A great opportunity to be part of the IT Helpdesk Team within the Digital Technology Service developing and maintaining the IT Infrastructure
supporting 5,500 users deployed over more than 300 sites across Birmingham. You will support DTS department with creation of Network and
Email Accounts for all new starters across the Trust, initial support to new users regarding their logon and mailbox This support encompasses
both administration systems (Microsoft Office products and e-mail) and technical software (operating systems).
The service desk hours are between 8am and 5pm, the service hours will be extended to 6pm and you will be required to work on a rota basis to
cover the extended service hours.
1. Creation of network and email accounts for all new users across the Trust.
2. Communicate new login details to new user and line manager within agreed SLA timescales.
3. Provide telephone support to new users to ensure correct level of access and functionality.
4. Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This may
require tact or persuasive skills or there may be barriers
5. Provide Helpdesk telephone cover as required.
6. Responsible for the logging of Helpdesk calls that have been submitted using the Helpdesk email account.
7. Where a call requires urgent action ensure that the Helpdesk Analysts are made aware of the timescales and escalate to the Helpdesk
Supervisor or other ICT managerial contacts as necessary.
To undertake other duties commensurate with this grade of post in agreement with the relevant Line Manager.
Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands
in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres,
clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and
community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands
Rehabilitation Centre and one of Europes leading Dental Hospitals and School of Dentistry.
Detailed job description and main responsibilities
Key Relationships
To establish effective working relations with the following:
- Trust Board Executive Directors
- Associate Director of Informatics
- Associate Director of Business Planning & Contracting
- Deputy Finance Director
- Business Intelligence Manager
- Other Trust Directors & Senior Managers
- Trust Clinicians
- Staff within the Informatics Services
- Other staff within the Trust
- Other NHS Organisations
2. Provide telephone support to users to ensure correct level of access and functionality.
3. Record all details of accounts using Helpdesk Call Logging System (Sunrise) ensuring accurate information is recorded and call reference number is communicated with user.
4. Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This may require tact or persuasive skills or there may be barriers to understanding.
5. Provide Helpdesk telephone cover as and when required. Liaise with Helpdesk and other technical staff to gain advice and support to resolve issues that are raised outside of the post holder’s experience and expertise.
6. Book in and out equipment that is dropped off to the IT Department ensuring all systems are updated accurately.
7. Provide support to users who collect laptops from the IT Department ensuring they can log in and access corporate systems.
8. Where a call requires urgent action ensure it is escalated to management.
9. Assist in the implementation and maintenance of office systems and procedures within the DTS Directorate when required (including: filing, mail and diary management; and the management of stationery levels).
10. Assist in recording information to databases/spreadsheets, accurately inputting data as required.
11. Manage incoming and outgoing telephone calls in a professional manner. Ensure necessary information is accurately recorded and appropriate action is taken.
12. Assist in the completion of ad-hoc project work as and when required by the Service Desk Manager. Tasks performed should be appropriate to the skills and experience of the administrative role.
To undertake other duties commensurate with this grade of post in agreement with the relevant Line Manager.
Location
Birmingham
Employment Hours
New Jobs
Employment Type
Contract, Contract
Salary
£25,760 - £27,476 a year