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Job overview

IM&T service Desk Agent

The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and
utilisation of information systems by the IM&T Directorates customers / clients.
The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.

The post holder will also participate in an on-call rota with other members of the team

Main duties of the job

To deliver a first line support service via the Service Desk, receiving          incidents and service requests from various routes including telephone, intranet and email.

Offering advice to end users and customers on all areas of IM&T,   how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

To work closely with the all IM&T teams on user issues and problem         resolution and to provide cover when required.

 To ensure effective communication within IM&T teams, the Trust and third parties.

To actively promote and market IM&T, including assisting with quality assurance and customer satisfaction surveys.

Working for our organisation

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. We serve around three million people and we’re highly regarded for our facilities, teaching and research. The Trust has around 1,450 inpatient beds across two sites in Stoke-on-Trent and Stafford. Our 11,000 strong workforce provide emergency treatment, planned operations and medical care from Royal Stoke University Hospital and County Hospital in Stafford.

We are the specialist centre for major trauma for the North Midlands and North Wales. We have put together a wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their potential. Our goal is to be a world-class centre of achievement, where patients receive the highest standards of care and the best people come to learn, work and research.

Investing in the health and wellbeing of our staff is really important to us. We offer a range of options for our staff to help maintain a good work-life balance including full time, part time hours and bank hours. We are also committed to offering flexible working wherever we can and where relevant to the role and the service. You can select your preferences upon application.