Job overview

The post holder will abe required to complete a degree apprenticeship BSc (Hons) in Digital and Technology Solutions (IT Consulting pathway)  Sheffield Hallam University. This will include attending university and/or online course delivery as required. Appropriate study time will also be provided to assist in the completion of the degree apprenticeship.

The post holder will be responsible for the provision of 1st and 2nd tier technical support. This will involve receiving, logging, updating and managing incidents and service requests within the IT Service Desk and Field Support Teams.

The post holder will be responsible for the assisting in the investigating of reported faults, progressing toward carrying out initial diagnostics independently as experience increases. 

Maintaining communications and liaising with users to effect appropriate repairs and achieve satisfactory conclusion to faults within designated timescales and quality of service standards. 

The post holder is also required to contribute to the design, testing, documentation and implementation of solutions with guidance, developing the capability to undertake these tasks independently over time.

The post holder will be responsible for the installation, configuration and maintenance of IT Equipment and software within the Trust and partner organisations.

Main duties of the job

Supports the provision of first‑line IT hardware and software assistance under supervision, gradually taking on more responsibility as skills develops via telephone and live chats.

Strive to resolve incidents on the first call, using remote access technology or completing additional diagnosis for escalation to senior staff.
 
Interpret user requests using knowledge and experience to accurately classify and log them into the departments service desk software system.

Escalation of work orders to senior staff when required and appropriate in line with the department’s Service Level Agreements.

Responsible for providing second line IT hardware and software support, providing resolution to Incidents using remote access technology, site visits or carrying out additional diagnostics for escalation to senior staff. 

The post holder will be expected to attend all learning with the apprenticeship provider, in person or online, to successfully complete the degree course. 

Working for our organisation

Rotherham Doncaster and South Humber NHS Foundation Trust (RDaSH) employ around 4000 talented colleagues who are very much appreciated, valued, and respected.

We have a wide portfolio which includes mental health, physical health, learning disability and drug and alcohol services.

We are dedicated to the development of our our people and hold a learning half day every month for our colleagues. 

We are passionate about enhancing the quality of our service and we work hard to attract and select the right colleagues for our organisation. Our goal is to employ those who share our passion for providing first class care while remaining committed to our vision and values. Please view our Strategy using the link below:

https://www.rdash.nhs.uk/documents/clinical-and-organisational-strategy-2023-to-2028/

To find out more about working for RDaSH and the fantastic benefits we offer visit our website:

https://workwithrdash.co.uk/ 

We are committed to inclusive cultures and really value people in our organisation, view our Allyship video on YouTube to find out more:

https://youtu.be/WMJSkLoTk4Q

The main terms and conditions of service can be found here:

https://www.nhsemployers.org/publications/tchandbook