South London and Maudsley NHS Foundation Trust has a rich history, well-established community links and an international reputation. We deliver specialist services in the London boroughs of Croydon, Lambeth, Lewisham and Southwark, Bexley, Bromley, Greenwich, Wandsworth and Richmond.

We are committed to provide a high quality and specialist care to our service users and we are recognised for our care and treatment we provide. The Care Quality Commission already rates our services as 'good'.

We launched our five-year strategy, Aiming High; Changing Lives in 2021 together with Our Care Improvement System as our quality management system methodology to make a positive impact on patient care, outcomes and staff experience. By joining SLaM, all staff will get the opportunity to be part of this exciting improvement journey supported with learning and development to harness everyone's potential as change makers.

Our Values

We take pride in providing specialist care to our service users where our Trust values and our promise to be caring, kind, polite, prompt, honest, listen and do what I say I'm going to do is at the heart of everything we do. When you join us, you'll be part of something special.

As a Trust we are happy to talk flexible working.

Job overview

The post holder will provide 1st level IT support services as part of the IT Service Desk for all IT Requests / Incidents whilst assisting and supporting the 2nd/3rd level engineers, for IT Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both internally to IT and all IT Users within the Trust.

The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.

They will also liaise with and provide 1st level assistance and support to external suppliers, contractors and other external call centres.

Career Progression pathways and development opportunities:

We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. For this role, we offer career pathways to Workspace Engineer. In addition, we offer ongoing training and development in Microsoft products, membership to the BCS.

Main duties of the job

• Handling of telephone, email and Instant message (IM) requests for service and support Creating, updating, responding, satisfying and closing requests and incidents
• Ensuring all data recorded is complete, accurate and valid Triage of user incidents / requests
• Prioritisation / escalation of calls in accordance with Service Level Agreements (SLA's) and Operational Level Agreements (OLA's_
• Identifying current trends that would indicate an underlying problem and draw it to management attention
• Creating and modification of user accounts
• Researching and Trouble-shooting user incidents / requests
• 1st Line Remote support of all user devices *PCs/Tablets/ Mobile Phones) Rostered "Business as Usual" Tasks/Checks
• Up-to-date record keeping, ensuring all data recorded is accurate and creates an audit trail Adherence to all Trust Policies & Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act.

Flexible working:

As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 08:00 to 18:00 - you may also be required to work on the out of hours rota, giving you the very best of good work life balance.

Working for our organisation

We are a small dynamic, hardworking team based in the Bromley and Beckenham area.

About our locations:

St Pauls

St Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.

Detailed job description and main responsibilities

Respond promptly to requests for support/service in person, via telephone, email, IM or other digital method

Accurately diagnose, triage and/or resolve technical hardware and software issues

Research questions as necessary using available information resources for inclusion into the knowledge base

Communicate and advise users on appropriate steps to resolve issues (including workarounds) Accurately log all IT Service Desk interactions through IT Service Desk software and processes Direct or escalate requests, incidents or problems to correct personnel as required, with accurate and triaged information.

Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process

Participate in regular targeted team meetings and training sessions.

Follow the ITIL method for Service Desk to include:

• Single Point of contact (SPOC)
• Single Point of entry
• Single Point of exit
• Easier for customers
• Streamlined communication channel
• Incident Control: Life-cycle management of all service requests
• Communication: keeping customers informed of progress and advising on workarounds Manage day-to-day relationships and request fulfilment with the users of the Trust
• Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required
• Assist to implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.

The above indicated the main duties of the post, which may be reviewed in the light of experience and developments within the Service. Any review will be undertaken in conjunction with the post holder.

Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business

Negotiate with users, including clinicians and managers

Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.

Person specification

Qualifications

Essential criteria

• Good level of general education, preferably to GCSE level standard
• Evidence of professional development

Desirable criteria

• ITIL v3 Foundation

Experience

Essential criteria

• Facilitation of a customer focused culture within the team
• Ability to time manage and organise workload ensuring all priorities are met
• Ability to work under pressure to tight time constraints

Desirable criteria

• Previous experience of working in a Service Desk
• Relevant experience in supporting users with various operating systems / Devices
• Experience in a similar fast paced, results-driven IT Helpdesk/Service Support role
• Experience of working to Service Level Agreements / Operational Level Agreements

Knowledge and Skills

Essential criteria

• Ability to produce / maintain clear precise records
• Understanding of Service Level / Operational Level Agreements and their usage
• Understanding of ITIL key principals
• Excellent, precise written and verbal communication skills
• Logical and reasoned approach to all work aspects
• Self-Motivated with a strong work ethic and desire to progress
• Excellent team skills and ability to work with all Trust individuals/teams/departments
• Produce documentation and reports to a high standard

Desirable criteria

• Working knowledge of: Windows 7/8, AD Account Creation/Modification, MS Email / Outlook 365, Exchange Account creation/modification, Outlook (Rules, out of office, permissions, folders), Office 2010/2013, Web Browsers, Printer configuration and troubleshooting
• Analyse, interpret and understand user data formulating it into a usable IT incident / request
• Express / translate complex issues in an easily understood manner to a range of audiences

The Trust is committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Confident Employer, we welcome applicants from all sections of the community and people of all protected characteristics. We provide reasonable adjustments for candidates with a disability and are committed to treating people fairly with compassion, respect and dignity and in promoting equality and human rights. We aim to put this commitment into practice by:

• Embedding our commitment to tackling inequality, eliminating discrimination and harassment; promoting equality of opportunity and fostering good relations in our everyday practice
• Ensuring that all our services and all staff understand and support our commitment
• We believe that people who use our services, their carers and our staff, should be treated with compassion, respect and dignity

Please note:

• That all applications for this post will need to be made online
• That you read and understand the Job Description and Personal Specification attached to the role. Your Statement in Support should reflect the requirements specified as your application will be judged against these criteria
• That the closing date listed is a guide only and that the vacancy may close earlier should sufficient number of applicants have been received. We advise that you submit your application as early as possible
• That once you have submitted your application you agree to your application being transferred to a 3rd party e-recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs
• That should you not have heard from us within three weeks from the closing date your application has not successful
• That priority consideration for applications may be given to at-risk NHS employees
• That should you be successful and appointed, you authorise South London and Maudsley NHS Foundation Trust to confirm your previous NHS service via an Inter Authority Transfer (IAT) process
• That we are a smoke-free Trust

SLaM is a Stonewall Diversity Champion , Stonewall is the largest Lesbian, Gay, Bi and Trans (LGBT) rights charity in Europe'

Employer certification / accreditation badges

Documents to download

• Service Desk Analyst (PDF, 710.8KB)
• SLaM Staff Benefits (PDF, 1.1MB)
• Happy to Talk Flexible Working (PDF, 680.1KB)