Trac proudly powers the recruitment for
Dartford and Gravesham NHS Trust
About
Our staff are our most valuable asset. We are committed to making staff feel appreciated, supported and included in the Trust’s successes. Our mission is to be an outstanding place to work providing the very best care for our patients and excellent career opportunities for our staff. Everything we do is guided by our core values and behaviours, identified by our staff and embedded throughout the organisation.
We have the highest CQC rating of all Acute NHS Trusts in Kent and Medway (Good). The CQC highlighted that managers promoted a positive culture that supported, valued staff and created a sense of common purpose based upon shared values.
The Trust is a great place to work, stay, develop a career and enjoy a healthy work life balance. We have made and are delivering on a wide range of commitments to staff; health and wellbeing; equality; diversity and inclusion; access to education and career development. During 2020 we set up quality councils, driven by our staff to create a culture of shared governance and quality improvement.
The NHS are striving towards “we work flexibly” as a workforce, we want to ensure that you can work in a way that is best for us, our patients, and importantly for you. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.
We have a strong focus on innovation and improvement. Part of Guy’s and St Thomas’ (GSTT) ‘Healthcare Alliance’ we are introducing new models of care to improve clinical outcomes for patients. Our association with GSTT also gives staff wishing to develop their skills excellent opportunities to work across numerous specialities.
As our local population increases, our services and skills are expanding and adapting to meet demand. We are continuously looking at best practice models to enhance and improve the services we offer.
The Trust provides services at Darent Valley Hospital and Queen Mary’s Hospital, for a local population of over 500,000 people.
If you would like to be part of our innovative and forward thinking team putting patients at the centre of all we do, we invite you to #joinourfamily.
Service Desk Analyst
Accepting applications until: 09-Dec-2024 23:59
Vacancy status: Open
Accepting applications until: 09-Dec-2024 23:59
Key details
Location
- Site
- Darent Valley Hospital
- Address
- Darenth Wood Road
- Town
- Dartford
- Postcode
- DA2 8DA
- Major / Minor Region
- Kent
Contract type & working pattern
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
Salary
- Salary
- £25,329 - £26,958 per annum inclusive of allowances
- Salary period
- Yearly
- Grade
- (NHS AfC: Band 3)
Specialty
- Main area
- ICT
Job overview
The Information Communication Technology Department has a vacancy for an ICT Service Desk Analyst.
Service Desk Analysts provide a range of ICT customer care tasks supporting and co-ordinating the Trust and wider customers with any ICT related issues or queries. This role is vital in allowing the IT support teams to function as efficiently as possible.
The role incorporates customer care, communication and IT processes to ensure security and access control is adhered to at all times. For all of these functions, the post holder is expected to understand, meet and exceed their customers' requirements and have the ability to explain IT issues to non-IT staff. The post holders will be responsible for facilitating the D&G ICT Service Desk including resolution of routine issues and queries, over the phone Training and support of both Microsoft Office and Clinical Systems, escalation and co-ordination of communications for IT issues and problems.
This position will not be supported for visa sponsorship. All applicants are expected to have valid right to work document to work in the UK when applying for this position.
Advert
The responsibilities of the role call for someone with:
• Excellent customer service skills
• Excellent organisation skills
• Professional telephone manner
• Can do Attitude
• An interest in assisting customers with IT
Working for our organisation
We are committed to being an inclusive and diverse employer. We strive to employ people who reflect the communities we serve, and aim to create an inclusive culture where everyone can reach their full potential. Whatever your race, ethnicity, belief, generation, sexual orientation, gender or gender identity, disability or experience, you’ll appreciate the opportunities we give you to work in an inclusive atmosphere. We welcome applications from people of diverse backgrounds, perspectives and experiences to build on the progress we’ve achieved to make our Trust diverse and the best place to work. We celebrate the diversity of thought, viewpoints and ideas that help us overcome challenges and embrace new possibilities. We have signed the Armed Forces Covenant Pledge and have a commitment to the Armed Forces Community.
We are dedicated to using our Continuous Quality Improvement (CQI) approach as our shared organisation model of change to enhance our services and ensure excellence in patient care.
If you are considering applying for a role, please be aware that as an NHS Employee you may have contact with vulnerable service users. We strongly encourage that all our staff are vaccinated against COVID-19 and are vaccinated annually against Flu, in order to protect the health and safety of our staff and patients. Your commitment will help us to put the safety and care of our patients first, as well as helping us to protect you and your colleagues.
Detailed job description and main responsibilities
General responsibilities:
Understand the Trust’s key priorities and those of the ICT department.
Communicate regularly through meetings with teams and individuals and provide opportunity for two-way feedback.
Help promote an effective team ethos.
Help promote equality, diversity and rights, and treat others with dignity and respect ensuring services are developed, managed and delivered to meet the specific needs of those belonging to protected characteristics.
Help promote equality, diversity and Human Rights in working practices by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and contributing to developing equality of opportunity and outcomes in working practices.
Contribute to developing and maintaining equality of opportunity in working practices by complying with legislation and organisational policies. Advise colleagues about equality, diversity and human rights policies and procedures and ensure they are followed.
Ensure that colleagues are treated fairly. Behave in a non-discriminatory way and challenge the discriminatory behaviour of others. Be supportive of colleagues or service users who wish to raise issues about discriminatory practice or experience.
To keep up to date with all changes and new developments in Local and National NHS Information Management Standards.
To support the implementation of the Trusts data security policy and ensure it is communicated to all users.
Please see attached job description for further information.
Person specification
Education and Training
Essential criteria
- Good knowledge of IT infrastructure.
- Microsoft Office Specialist or equivalent Qualification.
Desirable criteria
- ITIL Qualified.
- Formal Customer Service Training.
Knowledge and Skills
Essential criteria
- ITIL Foundation Methods.
- Knowledge of one or more NHS computer system(s), hardware or software and procedures.
- Advanced Microsoft Office, European Computer Driving Licence (ECDL) or equivalent knowledge.
- PAS/Clinical Systems experience.
Desirable criteria
- Knowledge of NHS Acute (or equivalent) Roles, departments and processes.
Experience
Essential criteria
- Knowledge of ITIL.
- Excellent customer service skills.
- Excellent oral and written communication skills able to document complex IT issues to a standard that 2nd and 3rd line support can interpret without having to re-query with customers.
Desirable criteria
- IT Service Desk Experience.
- Working experience of ITIL.
Personal Attributes
Essential criteria
- Customer focussed with excellent interpersonal skills.
- Methodical approach to work.
- Able to concentrate in a busy multi-purpose environment when checking information and when answering queries from staff, customers.
- An aptitude for dealing with complex situations.
- Self-motivated.
- Cheerful and confident disposition.
- Able to Move and Handle IT equipment is an essential requirement.
- Able to handle occasional exposure to emotional circumstances within the work place ie Service Calls pertaining to staff/patient issues where IT barriers need overcoming.
- Uses VDU most of the day & will have direct exposure to dust/dirt usually from old IT equipment requiring repair/cleaning.
Further details / informal visits contact
- Name
- Nikki Cooper
- Job title
- IT Service Delivery Manager
- Email address
- [email protected]
- Telephone number
- 01322 428100
Start your application
You must sign in to a Trac account before you can apply for this job.
Sign in
Create an account
Create your account and apply for your new job!