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SalaryThe Royal Orthopaedic Hospital NHS Foundation Trust (ROHFT) is in the process of modernising its Digital systems to improve efficiency and patient care to support its strategic requirements. This role is an exciting opportunity to provide 1stand 2ndline support on the Digital Service Desk during this busy and challenging period.
The successful candidate will be a natural communicator with the following key skills and abilities:
• Excellent customer care skills, acting as 1st and 2ndline support to resolve as many calls as possible without escalation.
• Proven experience working in a busy helpdesk environment
• Very organised and self-motivated
• Sound knowledge of Windows 10 and all versions of Microsoft Applications
• Ability to work well as part of a team and be flexible to deal with different tasks when required
The post holder will liaise with and support a wide range of staff within the organisation to ensure that Digital is responsive to the needs of all service users.
This is an exciting opportunity to be part of a technical team that is committed to developing and adopting new and emerging technologies in order to continue to deliver clinical safety, quality and excellent patient care and experience.
• Manage and support Digital Service Desk calls and delegate where appropriate
• Prioritise all Digital Service Desk calls based on severity and escalate or delegate where appropriate
• Logging complex user support requests into Topdesk call logging software capturing information that will enable Digital staff to resolve the query/problem.
• Monitor Digital Service Desk call queues, E-mail inbox, prioritise based on severity and escalate or delegate where appropriate
• Proactively manage and audit mobile devices using Mobile device management (MDM) software e.g. IPad, laptops, MS Surface pros.
• Troubleshooting end user devices for wired and Wi-Fi connections e.g. Desktops, Nucs, laptops, COW
• Troubleshooting and managing Network printing issues
• Repairing Desktop PC’s Faults
• Recording new Digital Equipment into the Asset Database
• Patching CAT5 cabling from Pc to Switch Cabinets for data and voice
• Support all members of Service Desk Team
• Assisting the EUC, projects & Infrastructure Team as Required
• Actively manage toners for all Trust printers and other IT consumables
The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.
Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.
The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.
We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.
The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.
If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.
To provide an active and responsive Service Desk support across the ROH for the IT environmentby communicating with all the necessary support staff in the resolution of problems. This will also include all aspects of IT incident logging, E-Mail and Active Directory administration. Providing sitewide support at 1st line and 2nd line support for all Trust supported computers and IT systems. This Includes logging incidents, fault finding and implementing a resolution where possible, using remote control technologies.
This advert closes on Monday 22 Jan 2024
Proud member of the Disability Confident employer scheme
