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
PLEASE NOTE, WE MAY CLOSE THIS VACANCY EARLY IF WE RECEIVE HIGH NUMBERS OF APPLICATIONS.
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
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.
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.
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
