Strong Communication Skills
Able to explain technical issues clearly to non-technical users, both verbally and in writing.
Patient-Centred Mindset
Recognises the impact of IT services on patient care, prioritising actions that support clinical staff and patient safety, while demonstrating empathy, urgency, and professionalism at all times.
Problem-Solving Ability
Thinks logically, diagnoses issues efficiently, and applies appropriate solutions or workarounds.
Technical Knowledge
Solid understanding of IT systems, applications (e.g. clinical systems, Office 365/N365), and basic hardware.
Ownership & Accountability
Takes responsibility where possible for tickets from start to finish, ensuring timely updates and resolution.
Time Management & Prioritisation
Effectively manages workload, handles high volumes of calls/tickets, and prioritises urgent issues appropriately.
Team Collaboration
Works well with colleagues across Service Desk, N365 team Digital System Support, and other teams to resolve issues quickly.
Ability to Work Independently
Demonstrates self-motivation and accountability when working remotely (up to 2 days per week after training)
Adaptability & Resilience
Remains calm under pressure, especially during major incidents or busy periods.
Commitment to Continuous Learning
Actively develops skills, keeps up to date with new systems, and learns from incidents and feedback.
