At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for healthcare staff.
- Company: Join Walsall Healthcare NHS Trust, a vital provider of NHS services.
- Benefits: Enjoy a permanent role with full-time hours and a supportive work environment.
- Why this job: Make a real difference in patient care by ensuring IT systems run smoothly.
- Qualifications: Customer service skills and a passion for technology are essential.
- Other info: Be part of a dynamic team with opportunities for growth and development.
The predicted salary is between 30000 - 42000 £ per year.
Provide effective and customer‑focused technical, fault resolution to the staff based at Walsall Healthcare Trust, CCG and WHT community staff. The Support Technician is the first point of contact of the IT Department with a day‑to‑day responsibility to provide first‑class support to users of information technology. The role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required. To have ownership of calls through to resolution ensuring individual and departmental targets/KPIs are met.
Provide effective levels of customer service and communicate effectively with all staff at all levels, including Doctors, Practice Managers, Clinical Staff, and administration staff. Providing responsive and effective hardware and software support in accordance with department service level agreements. Ensure that individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently achieved. Ensure high levels of customer care/satisfaction are achieved.
Ensuring the provision of the service; including Software and Hardware. Scheduling the installation of equipment for users in accordance with Trust Standards and Service Levels. Ensuring there are relevant requirements such as desk space, power and network point provision. Providing Line Manager and Team Lead with regular accurate information on the status of calls that have been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.
To aid and provide technical support on a daily basis on the IT Service desk. Answering calls to the service desk, logging them within the service desk call logging system and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution. Providing the users of the service with regular accurate information, ensuring adherence to escalation procedures when dealing with complaints and dealing with 2nd line technical support staff. Offering fault diagnosis on all calls reported to the helpdesk achieving an 85% first‑line fix target.
Respond and deal with all IT Faults, incidents, and requests that are raised to the team by telephone, email or via the DTS portal (Self Service Portal). Take ownership of calls taken or assigned by a team leader/manager. To ensure that the systems that the clinical staff are reliant upon, for the provision of good patient care, are operational all of the time, and in the event of any failure resume operation as quickly as possible. This ensures that the care of the patients never suffers as a result of IT equipment or Systems failure.
The job reports to the IT Service desk manager; the post holder will be required to exercise good judgement in all situations. The post holder will also be expected to manage their own workload and take responsibility for the consequences of any action that may be taken.
IT Technical Support (1st Line) | Walsall Healthcare NHS Trust employer: Career Choices Dewis Gyrfa Ltd
Contact Detail:
Career Choices Dewis Gyrfa Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Technical Support (1st Line) | Walsall Healthcare NHS Trust
✨Tip Number 1
Get to know the company! Research Walsall Healthcare NHS Trust and understand their values and mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a 1st Line Support Technician, you'll be dealing with various staff members. Role-play common scenarios with friends or family to boost your confidence in handling calls and providing support.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local healthcare events. Building relationships can give you insider info about the role and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Walsall Healthcare NHS Trust. Don’t miss out!
We think you need these skills to ace IT Technical Support (1st Line) | Walsall Healthcare NHS Trust
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Technical Support role. Highlight relevant experience and skills that match the job description, like customer service and technical troubleshooting. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your ability to communicate effectively with various staff levels, as that's key for us.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully resolved technical issues in the past. We love candidates who can demonstrate their problem-solving abilities, especially in a fast-paced environment like healthcare IT.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we might close the vacancy early if we get a lot of applications, so don’t wait!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Know Your Tech Inside Out
Make sure you brush up on the technical skills relevant to the role. Familiarise yourself with common IT issues and solutions, especially those that might arise in a healthcare setting. Being able to discuss specific examples of how you've resolved similar problems will impress your interviewers.
✨Customer Service is Key
Since this role involves a lot of interaction with staff at various levels, practice your customer service skills. Think of scenarios where you’ve provided excellent support or resolved conflicts. Be ready to share these experiences during the interview to demonstrate your ability to communicate effectively.
✨Understand the Trust's Environment
Research Walsall Healthcare NHS Trust and its services. Knowing about their facilities and the importance of IT in patient care will show your genuine interest in the role. It’ll also help you tailor your answers to align with their values and mission.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like dealing with a frustrated user or a technical fault. Practise structuring your answers using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process and problem-solving skills.
