The NCA Service Desk team have a singular focus on making sure that we are doing everything possible to minimising the amount of lost clinical and operational time owing to incidents relating to users’ access to IT services, systems and equipment. As a member of this team you'll need a relentless focus oncustomers’ needs and an analytical approach to incident management.
As a member of the Service Deskyou will be accountable for minimising the amount of lost clinical and operational time owing to incidents relating to users’ access to IT services, systems and equipment. Having a singular focus on making sure that we are doing everything possible to get colleagues back up and running quickly and simply whenever and wherever anything goes wrong.
We are looking for someone who has experience managing IT issues, including system accounts, applications and hardware and can provide excellent customer service. The successful candidate will also need to have analytical skills to help drive continual improvement in the team and be continually checking if we are meeting the customers' needs.
By joining the NCA group , you’ll become part of a very ambitious and forward-thinking team and will play your part in helping the organisation work towards its ambition of becoming the safest organisation in the NHS.
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we’re always looking for people who demonstrate our three core values - care, appreciate and inspire – to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
We are currently in process of updating our values. For the latest information around our values and behaviours, please visit our careers websitewww.careers.northerncarealliance.nhs.uk
Must be able to provide expert technical advice and guidance to clients within the trust, also as the Digital department is a support services department and provides indirect care to the patient. All services and work are focussed towards the provision of computerised system support for Trust staff to the highest standard of system availability, ie. 24 hours per day, 365 days per year. The post holder is responsible for delivery of these services, which include
• To work within a team in the Technical Services department which will act as the first point of contact for end-users and suppliers.
• To develop a thorough understanding of SLA and OLA agreements and that issues falling within these agreements are managed to resolution.
• The maintenance and contribution to a knowledge base to share throughout the whole of the Information Service function based on cleared issue and problem logs.
• To analyse, investigate and resolve complex queries, where there may be several options, as well as analysing user requirements which may require configuration of software and hardware.
• To maintain computer systems, user IT accounts so that they are kept up to date, as well as being responsible for introducing adapting and improving Digital systems in own area of responsibility.
• To follow up resolution of issues to ensure that users are satisfied.
• To progress chase internal and 3rd Party engineers and external engineers and suppliers to ensure that user’s expectations are managed, and that the response is timely.
• To continue to develop IT skills as technology changes and to enter into an agreed personal development plan with the Service Delivery Manager.
• To work in an ITIL controlled environment.
• Setting Standards for Work Performance, ie:
• • Desk-top equipment maintenance.
• Fault-fix times, escalation procedures to meet user requirements.
• Major, minor IT system installation.
• Work to defined project management and scheduling techniques in accordance with user requirements.
• Network and telecommunications.
• Development, maintenance, coordination of Trust communications.
• Security systems.
• Implementation of appropriate security systems for above in accordance with Legislation and NHS guidelines.
• Ensuring that all reasonable efforts are made for the provision of a problem-free data processing service, supporting Trust personnel in the performance of their direct.
Communications and Relationships
• Perform courteous and effective front-line service.
• To liaise and advise Trust managers and users in accordance with departmental policy, appropriate to their requirements.
• To keep confidential all information under departmental control, designated as confidential, or obtained under or in connection with departmental requirements
• Must be able to provide and receive complex technical information, instruction and advice.
• Create a motivational atmosphere which recognises and rewards achievements. Lead by example.
Analytical and Judgmental Skills
• Maintain and ensure accurate and appropriate departmental records, whether electronically or manually documented.
Planning and Organisational Skills
• Must be able to plan and organise own day today tasks and activities
• Highlight any problems with regards the scheduling of tickets with appropriate management.
• Assign appropriate priority levels to tickets as they are received, based on priority & impact to the Trust.
Physical Skills
• This job may require regular pushing, pulling, lifting and carrying of heavy loads such as, trolleys, equipment and materials.
• Advanced keyboard skills and experience required to ensure efficient operations.
• Full clean driving licence.
Responsibility for Patient Care
• No direct responsibility for patient care
Responsibility for Policy/Service Development
• Implements policies and proposes changes to practices or procedures
Responsibilities for Financial and Physical Resources
• Element of IT asset management crossing departmental boundaries within Trust.
• Responsibility to ensure that financial records are kept up to date where a recharge for services is required.
• To keep confidential, all information under individual control designated as confidential or obtained under or in connection with service provision.
• Shared responsibility for Trust awareness in safe handling and correct use of IT assets
Responsibilities for Human Resources
• Participation in self-development
• Participate in out-of-hours emergency rota and ensure absence cover for technical staff (may be some participation in a `shift’ system of work, if required)
Freedom to Act
• Works under own initiative, gaining advice from peers and management when required. Issues to be reported to line manager.
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website:www.careers.northerncarealliance.nhs.uk
This advert closes on Tuesday 2 Jan 2024
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
