• Job Description

  Req#: C9432-25-0008?language=en&page=583&sort=publicationDateDesc

  Job summary

  This is an exciting time for us; it could be for you too.

  We are an ambitious trust with a simple vision, to provide the communities we serve with excellent healthcare&build a better future for the people of East Suffolk and North East Essex.

  This is the ideal for someone who wishes to contribute to the on-going success of the service. You will need an excellent telephone manner & communication skills, with an exemplary dedication to customer service. Service Desk experience of supporting I.T. systems would be preferable.

  Our current service operates Monday-Friday 0800-1700, but we would be very happy to receive applications based on the majority of hours completed after 1700 Monday-Friday or over weekends. We want to expand the time our services are running & are willing to be very flexible with agreeing a working hours pattern. Applications to work within the standard 0800-1700 are still very welcome.

  If you have the vision & commitment to take forward this role & share our commitment to put patients at the heart of everything we do & save both staff and patient time then we would love to hear from you.

  Please note, this is a Hybrid role requiring 2/3 days per week onsite at either our Colchester or Ipswich Hospital bases. Training will be provided which is performed fully onsite and is expected to last approximately 6 weeks. Interviews will be held in person at one of our sites.

  Internal applicants currently employed by ESNEFT will be offered on a secondment basis only

  Main duties of the job

  As a Service Desk Operator , you will:

  • Provide quality telephone support to our end users.
  • Log and manage support calls for assistance to a conclusion.
  • Use remote diagnostic tools to carry out remote assistance to resolve calls at first contact.Escalate to Service Desk Analysts, second and third level support teams any calls that require further diagnostics.
  • Manage the call flows to comply with Service Level Agreements, ensuring timely interventions by the on-site technical team and third party contractors if required.
  • Communicate with users at all levels within the organisation, ensuring they are fully aware of progress at all times.
  • Use experience and creative thinking to work with the Service Desk Manager to modify processes and procedures so they better meet users' needs.
  • Assist and advise Service Desk Analysts and Administrators with their daily tasks.

  About us

  We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.

  We are one of the largest NHS organisations in England, employing more than 12,000 staff.

  We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.

  Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.

  Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.

  We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.

  If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.

  Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A

  Date posted

  06 January 2025

  Pay scheme

  Agenda for change

  Band

  Band 4

  Salary

  £26,530 to £29,114 a year per annum

  Contract

  Fixed term

  Duration

  6 months

  Working pattern

  Full-time

  Reference number

  432-HR1941-24

  Job locations

  Ipswich/Colchester

  Ipswich/Colchester

  IP4 5PD

  
  

  Job description

  Job responsibilities

  For full details of the responsibilities and duties of this role please see the attached job description.

  Job description

  Job responsibilities

  For full details of the responsibilities and duties of this role please see the attached job description.

  Person Specification

  Qualifications

  Essential

  • Degree level education or equivalent in experience
  • MCSE, CCNA or similar

  Desirable

  • Project Management Qualification
  • PRINCE2
  • ITIL foundation qualification

  Experience

  Essential

  • Proven IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment.
  • Helpdesk Application Systems Management
  • Excellent Technical Skills covering the Microsoft Desktop OS Range
  • Problem solving/troubleshooting complex technical issues
  • Hardware concepts and fault finding
  • Telecommunications concepts and fault finding..

  Desirable

  • NHS IT experience
  • Significant IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment

  Knowledge

  Essential

  • Incident Escalation and Queue Management.
  • Automated Telephony software

  Desirable

  • Windows Operating Systems
  • NHS Applications
  • ITIL Incident Management process
  • ITIL Problem Management process

  Person Specification

  Qualifications

  Essential

  • Degree level education or equivalent in experience
  • MCSE, CCNA or similar

  Desirable

  • Project Management Qualification
  • PRINCE2
  • ITIL foundation qualification

  Experience

  Essential

  • Proven IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment.
  • Helpdesk Application Systems Management
  • Excellent Technical Skills covering the Microsoft Desktop OS Range
  • Problem solving/troubleshooting complex technical issues
  • Hardware concepts and fault finding
  • Telecommunications concepts and fault finding..

  Desirable

  • NHS IT experience
  • Significant IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment

  Knowledge

  Essential

  • Incident Escalation and Queue Management.
  • Automated Telephony software

  Desirable

  • Windows Operating Systems
  • NHS Applications
  • ITIL Incident Management process
  • ITIL Problem Management process

  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

  East Suffolk and North Essex NHS Foundation Trust

  Address

  Ipswich/Colchester

  Ipswich/Colchester

  IP4 5PD

  
  

  Employer's website

  https://www.esneft.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  East Suffolk and North Essex NHS Foundation Trust

  Address

  Ipswich/Colchester

  Ipswich/Colchester

  IP4 5PD

  
  

  Employer's website

  https://www.esneft.nhs.uk/ (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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