Bedfordshire Hospitals NHS Foundation Trust Hiring for Service Technician Job at Bedford, England Full Time

The Service Technician is a key role within the IT Service Desk Team. The role incorporates customer care, relationship management, operations and communication co-ordination. 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 holder is responsible for supporting and offering guidance to users of Trust digital systems and devices. This includes Windows 7, Windows 10, M365, Printer support and PC peripherals. Duties include: –

• Deal with a range of varied technical and non-technical issues to resolution, able to translate and explain complex situations in simple terms to all levels of staff.
• Highlight any recurring problems which users seem to be experiencing, so that a more comprehensive and effective solution can be applied.
• Facilitate the return or replacement of digital equipment and ensure records are kept up to date for audit purposes.
• Work to call resolution targets as set out in the relevant Service Level Agreements (SLA’s)
• Log faults with 3rd party support teams ensuring that sufficient information is provided for each call logged
• Maintain regular communication with the 3rd party support teams, ensuring issues are resolved and for each call logged, maintain a corresponding log on the Trust’s IT Service Desk.

We are looking for a self-motivated and proactive individual exhibiting a ‘can-do’ attitude to join our busy support team. As a member of this team, you will work within the Trust’s IT Service Desk, primarily to provide knowledge and supervisory support to the Service Desk 1st-line team as well as to provide direct support to the Trust’s end users.

A proven track record in excellent customer service is crucial in this busy role as is attention to detail and an ability to work under pressure. An NHS technical background will be advantageous. Work will be based around the main Bedfordshire hospitals sites. The post holder should have substantial experience working in an IT support role preferably within a Healthcare environment. A working knowledge of working within an ITIL framework would be an advantage.

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.

All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.

Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.

• Provide support within the IT Service Desk Team to deliver and improve services
• Build, support and maintain customer relations throughout the Trust, this includes supporting PC’s, Printers and PC peripherals.
• Assist in the Management of equipment ensuring adherence to policies or procedures.
• Maintain work areas in a tidy, efficient manner, ensuring tools or equipment is stored safely and is accessible.
• Adopt the IT Infrastructure Library (ITIL) best practices.
• Contribute to effective asset Management, enabling the organisation to have a complete and up-to-date inventory of all hardware and software
• Work to call resolution targets in line with the relevant SLA’s.
• Facilitate key communications and information about IT services
• Understand the Trust’s key priorities and those of the IT department.
• Keep up to date with all changes and new developments in Local and National NHS Information Management Standards.
• Support the implementation of the Trusts data security policy and ensure it is communicated to all users

For full details please refer to the job description attached.