Job summary
- Main area
- ICT Services Support Analyst
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 373-CSS1021
- Employer
- Cheshire and Wirral Partnership NHS FoundationTrust
- Employer type
- NHS
- Site
- The Oaks Office Park
- Town
- Ellesmere Port
- Salary
- £25,147 - £27,596 per annum
- Salary period
- Yearly
- Closing
- 08/05/2024 23:59
Employer heading
Informatics Support Technician
Band 4
Job overview
Working on the ICT Service Desk providing 1st line ICT support to all CWP staff via the telephone or email, logging all Incidents or Service Requests on to the call management system.
The role is based in Ellesmere Port with some remote working as part of a rota. There are a number of shift patterns on a rota covering the opening hours 08:00 - 17:30
Main duties of the job
Manage a queue of jobs which are assigned to you ensuring that all KPIs are achieved using agreed escalation paths for issues which need further investigation.
Experience supporting Microsoft products is essential. Knowledge of Ivanti Service Manager call management system (or equivalent), use of remote management tools, Cisco Jabber and Finesse.
Working for our organisation
CWP provides health and care services for local people, including mental health, learning disability, community physical health and all-age disability care – including the provision of three GP surgeries.
Our aim is to help people to be the best they can be, adopting a compassionate, person-centred approach to everything we do. We were recently rated as Outstanding for Caring by the Care Quality Commission with a Good rating overall.
We offer a variety of roles at all levels, so whether you are just starting out in your career or looking to use your skills and experience in a new role, CWP is the right employer for you.
CWP are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences.
To support this, we offer up to three weeks induction, dependent on role, with our Prepare to Care programme for all new starters. This aims to give you all the knowledge and guidance to help you grow and flourish with CWP.
We welcome applications from people who have direct experience of accessing our services.
Detailed job description and main responsibilities
Please download a copy of the job description for full details.
Recruitment selection processes are based on competence (see Person specification) and values.
CWP recruits people that can demonstrate the Trust’s Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust’s Values and Behaviours which are ‘the 6 Cs’ Communication, Competence, Courage, Care, Compassion and Commitment. A ‘Guide to completing your application form’ can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.
If you have a disability that meets the definition set out in the Equality Act 2010, and you can show that you meet the ‘essential’ criteria described in the person specification for an available position, please answer ‘YES’ to the question: ‘Do you wish to be considered under the Guaranteed Interview Scheme?’
Please inform the team if you have any special support needs to be considered as part of the interview and selection processes.
CWP is proud to be an accredited Veteran Aware organisation helping to provide and share best practice in NHS care for our armed forces community. As a veteran aware organisation, CWP is committed to delivering on the principles of the Armed Force Covenant and has a ‘Silver’ award with the MOD Defence Employer Recognition Scheme (DERS).
The trust offers a Guaranteed Interview Scheme to any armed forces community applicants who meet the essential criteria for the post and encourages applications from armed forces reservists or cadet force adult volunteers.
Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. You are encouraged to enrol for the DBS Update Service. A small annual fee of £13 per year applies.
New entrants to the NHS will commence on the minimum of the scale stated above.
Applicants are advised to apply early as if a large number of applications are received for this post we reserve the right to close the vacancy prior to the advertised date.
If you experience any technical difficulties or need help when making an application please contact our Recruitment Team on 01244 393100.
Good luck with your application. We hope to welcome you to Team CWP very soon.
Person specification
Qualifications
Essential criteria
- GCSE Level Qualifications or at least one year’s experience in IT support environment
Desirable criteria
- Further education ideally A level or equivalent
- Graduate level, MCSE or equivalent level of knowledge
- Evidence of continuous personal and professional development
- Understanding of an ITIL service management framework and application to multiple organisations
- ECDL qualified
Knowledge and Expertise
Essential criteria
- Minimum 1 years experience of first line technical support or customer facing role
- Knowledge of Windows Desktop and Office Applications
- Ability to work to tight deadlines and under pressure
- Good Presentation Skills
- Experience of providing diverse services to multiple customers
Desirable criteria
- Experience NHS or Public Sector
- Experience of Microsoft applications
- Experience of Active Directory
- Knowledge of Back-up solutions
- Detailed technical understanding of the theory and practice of Desktop and Server infrastructures including local area network hardware and software components
- Expert in the use of MS office Applications and familiar with MS Access and SQL
- Experience of budget setting, financial management, and interpretation of financial data
Experience
Essential criteria
- Ability to show and work on own initiative as well as part of a team
- Ability to create good working relationships
- Analytical
- Reliable
- Methodical
- Ability to maintain frequent periods of prolonged concentration for analysis, interpretation, report writing etc.
- Moderate physical effort will be required in moving and installing equipment over 15 kilos as an occasional requirement
- Use of a VDU will form a major part of the job holders working day
- Customer service awareness
- Advanced keyboard use on a daily basis
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Michael Farnan
- Job title
- ICT Service Delivery Manager
- Email address
- [email protected]
- Telephone number
- 03003038182
- Additional information
Phil Spencer - 0300 303 8182
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