Service Desk Agent in Salford

We have a vacancy for a full time Band 3 Service Desk Agent based at the Northern Care Alliance NHS Foundation Trust. 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.

Main duties of the job:

• The NCA Service Desk team have a singular focus on 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 on customers’ needs and an analytical approach to incident management.
• You 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.

Working for our organisation:

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.

Detailed job description and main responsibilities:

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.

Person specification:

Qualifications:

• NVQ Level 3 or equivalent in or in an IT related subject or equivalent experience
• GCSE English and Maths (grade A-C, or 4 and above)
• Evidence of continuous professional and personal development within the last 12 months
• ITIL Foundation

Experience:

• Experience of maintaining quality of standard in one’s work
• Previous telephone and customer service experience
• Working knowledge and experience of all Microsoft Office Products
• Previous experience in an NHS IT organisation
• Previous experience on a Service Desk

Skills:

• Basic technical knowledge of Desktops so that user problems can be quickly diagnosed and resolved
• Organisational skills
• Excellent interpersonal skills both written and verbal
• Excellent keyboard skills
• High level of Customer Service skills both by telephone and face to face

Knowledge:

• Basic technical knowledge of Desktops so that user problems can be quickly diagnosed and resolved
• Knowledge/experience of all Windows Operating Systems
• Knowledge of Citrix infrastructure
• Knowledge of Cisco / TCP / IP Network infrastructure

The NCA is proud to serve a diverse population and is committed to delivering inclusive, accessible care. We value individuality and aim to build a workforce that reflects the communities we serve. Applications are welcomed from individuals of all backgrounds, identities, and beliefs.

As a Disability Confident Employer, we are committed to offering a guaranteed interview to disabled applicants who meet the essential criteria for the post. If you require any reasonable adjustments during the recruitment process, please contact the Recruitment Team.

Vacancies may close before the advertised closing date if a high volume of applications are received or where an internal redeployee has been identified.

Recruitment Agencies: The NCA does not accept unsolicited CVs from agencies.