Job Advert
The IT Service Desk Officer’s role within IT Infrastructure is to ensure end users can resume business and clinical tasks after reporting IT faults with the IT service. This includes receiving, prioritizing, documenting, troubleshooting and actively resolving IT Servicedesk incidents where faults can include hardware or specific application system faults. The IT Servicedesk will also be required to follow the same process for new service requests that are made where a staff member requires additional access to a system. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as the requirement for the post holder to perform remote first level support resolution to service users within NHSL.
There is a responsibility on the post holder to escalate any Information Governance or security breaches that are found to the appropriate person if deemed necessary.
The IT Servicedesk Officer will be required to create and maintain NHSL accounts within the Active Directory system and also provide the required security permission for each account. The post holder reports directly to the IT Servicedesk Team Leader.
The services provided by the post holder have a direct and immediate impact on continuity of patient care.
The post holder will be educated to HNC level in a relevant IT discipline and experience in an IT Helpdesk role within an Information Technology Department.
The post requires an individual who can demonstrate a basic level of knowledge and experience of the following:
- Microsoft Windows desktop Operating systems
- Microsoft Office Applications
- TCP/IP Networking
- Reasonable typing skills
- Working knowledge of a range of remote fault resolution solutions
- Active Directory
The post requires an individual who can demonstrate the following skills:
Planning and organisation
- Ability to prioritise workloads effectively
- Strong organisational skills
Communication
- Proven skills of empathy with staff
- Strong communication and inter-personal skills
- Strong documentation skills
- Ability to absorb and retain information quickly
- Ability to communicate technical solutions in a user-friendly language to non-technical staff
- Excellent customer service orientation
Teamwork
- Demonstrate ability to work effectively in a team environment
The post holder must have a current unendorsed UK driving licence with access to own car for short business journeys between main NHSL sites.
Informal enquiries regarding the post will be welcomed by Ania Wawryk, eHealth Service Desk Team Leader, at ania.wawryk@lanarkshire.scot.nhs.uk
For queries regarding the application form or recruitment process only , please contact jane.davies@lanarkshire.scot.nhs.uk stating the job title and reference number in the subject. Please note: all job related queries must be directed to the informal contact noted above.
Please note: we anticipate a high level of interest in this position and may close the advert once sufficient applications are received. Please complete and submit your application early.
‘In NHS Lanarkshire we are committed to recruiting a workforce that fully reflects the diverse make-up of our society. A place where every individual can thrive, develop and succeed based on skill, knowledge and talent, regardless of race, disability, gender, sexual orientation, care experienced* or any other dimension that can be used to differentiate people from one another.
*Care experienced applicants are people who live/have lived with foster parents/kinship carers or who live/have lived in a residential children’s setting/secure unit.’
Whilst this advertisement may be for a specific post(s) in a particular location, applicants who are shortlisted for interview may be considered for similar vacancies in alternative locations.
NHS Lanarkshire has a legal obligation to ensure that it does not employ any Worker who has not been granted the relevant permission to work in the UK. This permission is without exception granted by UK Visas and Immigrations. We are required to check the entitlement to work in the UK of all prospective employees, regardless of nationality or job category. Candidates who require a Certificate of Sponsorship can access further information at www.bia.homeoffice.gov.uk. Skilled worker Visa and all current immigration rules are available at www.gov.uk