Job overview
We have an exciting opportunity to work in an evolving and busy ICT Service Desk. This role plays an important part in supporting front line NHS staff such as Paramedics, 999 and 111 call takers, as well as to our corporate enablers such as finance, estates and HR. No two days are the same but you will be part of a vital organisation helping to save lives, covering a wide area with a population of 7 million from Oxfordshire, Buckinghamshire, Berkshire to Hampshire.
The role will also work alongside technical specialists, drawing on their skills and knowledge to provide a cohesive support service and to help deliver the future ICT roadmap to this respected NHS Ambulance Service.
As a high performing ambulance trust SCAS strives to always deliver the best possible patient care, depending heavily on technology. Based at our HQ in Bicester or Otterbourne the successful candidate will play a critical role in ICT services required to allow us to provide fast, effective support across the organization.
If you have a good work ethic, are a great team worker, flexible and innovative, can think outside the box and are prepared to bring solutions to problems, then we'd love to hear from you!
Main duties of the job
1. Monitoring and maintaining of Active Directory
2. Monitoring and maintenance of all downstream systems
3. Management of User Access levels
4. Process management including documented procedures and statistical reports relating to access levels.
5. Working to help automate where possible the creation, disabling and deletion of User accounts.
6. Create, monitor and maintain ICT Contracts
7. Process ICT Procurement requests
8. Maintain the Approved list of ICT equipment available for purchase and publish this on the ICT section of the Intranet.
9. Service Desk support will include 1st line telephone support to service users
10. To act as the focal point in respect of mobile telephone service provision across the Trust
11. To process Service Desk calls in respect of mobile telephone issues
12. To provide full administrative support to the Head of IT
13. Providing first line support where possible for a variety of ICT Help Desk calls
14. Be responsible for the ongoing monitoring of any support incidents logged
15. To assist the ICT Support Officer(s)
16. To support the provision of ICT service housekeeping
17. Ensure all new assets are correctly recorded on the Asset Database/list
18. Ensure full records are kept of Equipment disposed to allow audits
19. To assist in the scheduling of routine maintenance for routine hardware servicing
20. Make the Head of ICT aware of any trends in faults & workloads
Working for our organisation
Benefits we offer:
Full training and a range of courses which you can book locally.
Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).
Automatic enrolment into the NHS Pension Scheme.
Access to continual professional development within SCAS and the wider NHS.
Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
Ability to join our staff networking groups (as a member, ally or just for interest).
Corporate Induction
It’s really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).
All new starters need to attend our *Corporate Induction in person, this is held over one and half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
*Please note – depending on your role additional training may be required following on from your corporate induction.
Detailed job description and main responsibilities
The ICT Service Desk Administrator report to the ICT Service Desk Manager for any of the following:
1. Contract Management and Procurement
2. Service Desk Duties (answering, recording and processing IT service calls)
3. Carrying out basic IT Engineer Tasks for example building equipment to defined procedures, simple user account tasks where applicable.
These will include:
• Ensuring Trust equipment is procured, and finance systems updated according to Trust SFI’s.
• Equipment is asset tagged and recorded according to Trust requirements.
• Answering and logging of calls on the Service Desk
• Maintaining and pro-actively managing the administration of Active Directory User Accounts, licencing and other ICT System as required.
• Working to help automate where possible the creation, disabling and deletion of User accounts, including process management, documented procedures and statistical reports relating to access levels.
• Review and Recommend Policies and Procedure improvements as required.
• Plan and prioritise work according to need and SLA requirements.
Person specification
Qualifications
Essential criteria
HND in Business Administration, relevant experience or similar
A demonstrable high level of literacy and numeracy (supported by a recognised academic qualification)
Evidence of some formal Microsoft software training, for example Excel or Word
Desirable criteria
Educated to degree level
ICT or relevant degree (E.G business studies, Maths)
Knowledge
Essential criteria
Experience of end client contract management
Experience of administrative back-office systems, such as: user account databases and helpdesk systems
Experience of providing first level support over the telephone as part of a service desk/call centre function
Awareness of core office automation systems such as: word processing spread sheets, email, internet
Advanced keyboard skills
Knowledge of office technology such as printers
A basic awareness of PC based hardware (able to identify core components within a PC, such as hard disk, memory)
Desirable criteria
Experience of IT support and non-technical users
In depth knowledge of Microsoft office applications
Experience of Microsoft Back office administrative systems
Skills
Essential criteria
Ability to perform basic maintenance tasks on office equipment such as: replacing toner in printers and changing expansion cards and components in PCs
Physical Requirements
Essential criteria
Ability to approach problems in a methodical manner
Ability to remain calm in difficult or pressured situations
Ability to deal with non-technical staff on technical issues
Ability to keep accurate and legible records
Desirable criteria
Ability to work autonomously
Able to negotiate deadlines and co-ordinate activities of technical staff
To be self-motivated and able to use own initiative
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.
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