• Job Description

  Req#: C9327-24-0477?language=en&page=109&sort=publicationDateDesc

  Job summary

  **1 x Fixed Term contract/secondment opportunity for up to 12 months**

  *Internal applicants who wish to be considered for a secondment opportunity should discuss with their line manager the suitability of a possible secondment*

  The Trust's IT and Clinical Systems Service Desk coordinates the allocation and escalation of all non-resolved incidents and service requests to specialist IT/Clinical support and third-party IT system and service suppliers. It also procures hardware and software to support the organisation.

  This role is to be part of the IT community support team which is part of the wider Support team in its day to day operations providing a high-quality IT Service, which is the first point of contact for all staff within GHC. The role requires travelling to various sites across Gloucestershire to provide support to clinical and administrative staff.

  The support service provides a customer facing service to resolve customers' day to day technology queries, resolve issues and manage incidents, problems, service requests through to resolution.

  The post holder will be part of the core hub that will manage real time communications with customers on the current status of IT Systems and Operations, liaising directly with any other team as required.

  The desktop analyst will act as a point of contact for users. They will manage issues through to resolution.

  Main duties of the job

  To ensure the provision of a high-quality Customer focused IT Support Service providing a single point of contact to all staff of the trust staff in relation to all the services provided by the Service.

  To ensure the provision of a high quality Customer focused IT and Clinical Support Service providing a single point of contact to all staff of the trust staff in relation to all the services provided by the Service.

  • Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
  • To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's.

  About us

  At Gloucestershire Health and Care NHS Foundation Trust, we are supportive of the people we care for in the community and aim to provide a fully responsive service to everyone who needs it. This is the same approach we take for our employees. We look to value the skills and experiences of those we work with, whether they are service users, carers, families or those looking to work with us.

  Gloucestershire Health and Care NHS Foundation Trust is part of the NHS. We treat NHS patients according to NHS principles and standards. The difference is the Trust is accountable to local people, rather than to Government, and so we are able to work closely with our community to develop services in the way that best suits the needs of local people.

  Our Staff Survey results showed people at our Trust feel they are engaged, part of a team and work for a compassionate and inclusive organisation.

  Our overall scores were better than average in eight of nine themes and level in one - the best overall results for a community, mental health and learning disabilities Trust in the south west and first equal amongst all sector NHS providers within the region too.

  Date posted

  10 April 2024

  Pay scheme

  Agenda for change

  Band

  Band 5

  Salary

  £28,407 to £34,581 a year per annum

  Contract

  Fixed term

  Duration

  12 months

  Working pattern

  Full-time

  Reference number

  327-24-316

  Job locations

  Edward Jenner Court - Community Based

  1010 Pioneer Avenue Gloucester Business Park Brockworth GL3 4AW

  Gloucester

  GL3 4AW

  
  

  Job description

  Job responsibilities

  Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our peoples skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey.

  The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

  Please refer to the Additional Information attachment before submitting your application.

  Job description

  Job responsibilities

  Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our peoples skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey.

  The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

  Please refer to the Additional Information attachment before submitting your application.

  Person Specification

  Qualifications

  Essential

  • Educated to Degree level in a relevant computing or business management discipline or substantial experience in a relevant role
  • European Computer Driving Licence (ECDL) or equivalent
  • Good general level of education particularly in English and Mathematics
  • Experience of ITIL Service Management
  • experience in a similar role, together with relevant experience in IT support, project tools and environments
  • Evidence of experience in a similar IT role Experience of support a Clinical System
  • Effective "change agent" with ability to be part of a team through significant programmes of change
  • Good keyboard and Microsoft Office skills. Working knowledge of office procedures Excellent knowledge of procurement processes and systems. Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
  • Experience of Service Desk Support tools, such as incident/service request management
  • Experience of using imaging software and stock management systems
  • Proven organisational and administration skills
  • Good stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
  • Good verbal and telephone communication skills
  • Self-motivated with the ability to motivate and empower others to achieve specific goals
  • Drive, passion and enthusiasm, with the ability to relate well with other members of the team
  • Physical handling of computer equipment, particularly laptops, PCs and printers
  • Ability to travel to all Trust locations where necessary \ Driving Licence

  Desirable

  • Experience of working within the NHS
  • Microsoft Qualifications
  • Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc
  • Service Management\Helpdesk Systems

  Experience

  Essential

  • experience in a similar role, together with relevant experience in IT support, project tools and environments

  Person Specification

  Qualifications

  Essential

  • Educated to Degree level in a relevant computing or business management discipline or substantial experience in a relevant role
  • European Computer Driving Licence (ECDL) or equivalent
  • Good general level of education particularly in English and Mathematics
  • Experience of ITIL Service Management
  • experience in a similar role, together with relevant experience in IT support, project tools and environments
  • Evidence of experience in a similar IT role Experience of support a Clinical System
  • Effective "change agent" with ability to be part of a team through significant programmes of change
  • Good keyboard and Microsoft Office skills. Working knowledge of office procedures Excellent knowledge of procurement processes and systems. Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
  • Experience of Service Desk Support tools, such as incident/service request management
  • Experience of using imaging software and stock management systems
  • Proven organisational and administration skills
  • Good stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
  • Good verbal and telephone communication skills
  • Self-motivated with the ability to motivate and empower others to achieve specific goals
  • Drive, passion and enthusiasm, with the ability to relate well with other members of the team
  • Physical handling of computer equipment, particularly laptops, PCs and printers
  • Ability to travel to all Trust locations where necessary \ Driving Licence

  Desirable

  • Experience of working within the NHS
  • Microsoft Qualifications
  • Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc
  • Service Management\Helpdesk Systems

  Experience

  Essential

  • experience in a similar role, together with relevant experience in IT support, project tools and environments

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Gloucestershire Health and Care NHS Foundation Trust

  Address

  Edward Jenner Court - Community Based

  1010 Pioneer Avenue Gloucester Business Park Brockworth GL3 4AW

  Gloucester

  GL3 4AW

  
  

  Employer's website

  https://www.ghc.nhs.uk/who-we-are/jobs/ (Opens in a new tab)

  Employer details

  Employer name

  Gloucestershire Health and Care NHS Foundation Trust

  Address

  Edward Jenner Court - Community Based

  1010 Pioneer Avenue Gloucester Business Park Brockworth GL3 4AW

  Gloucester

  GL3 4AW

  
  

  Employer's website

  https://www.ghc.nhs.uk/who-we-are/jobs/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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