We love what we do and we think you will, too!
At Gloucestershire Health and Care NHS Foundation Trust (GHC), we provide joined-up mental health, physical health and learning disability services to people of all ages across Gloucestershire. We run community hospitals and provide care and support in people's own homes and in a range of other locations across the county .
We are on a mission to enable people to live the best life they can and we have a vision to work together to provide outstanding care . We put people at the heart of our services, focusing on personalised care by asking 'what matters to you '.
We're passionate about making sure that everyone can contribute to achieving our mission and w e are continually working to support healthy and happy high-quality team s in all areas of the Trust .
Our application process aims to understand each candidates knowledge, skills and experience. We have found that candidates that use AI to generate their answers can lack specificity and fail to address key criteria outlined in the job description.
It is really important to personalise your application to convey your individual skills, knowledge, and experiences effectively and for us to understand why you are applying for this role with GHC. We discourage over reliance on AI-generated applications as it will lessen your chances of success in securing an interview with us .
Job overview 1 full time fixed term contract for up to 12 months
The Digital Services Team in the Trust leads on digital strategy, development, co-ordination, planning, projects, and programme management for all Digital and supporting functions.
This role forms part of the IT Operations Team within the wider Digital Service as part of the IT and Clinical Systems Service Desk managing day-to-day operations providing a high-quality IT Service, which is the first point of contact for all staff within GHC. Support is provided in person, over the phone, and through various communication channels including email, the ITSM self-service portal, and remote access tools.
The role will have a focus on supporting colleagues as the organisation migrates from a local Microsoft 365 email tenant to the NHS central tenant.
The support service provides a customer facing service to resolve customers' day to day technology queries, resolve issues and manage incidents, problems and service requests through to resolution.
The post holder will be part of the core hub that will manage real time communications with customers on the current status of IT and Clinical Systems and Operations, liaising directly with any other team as required.
The service desk analyst will act as a point of contact for users. They will manage issues through to resolution.
Main duties of the job To ensure the provision of a high-quality customer focused IT & CS Support Service providing a single point of contact to all staff of the trust.
- Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
- To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's.
- Ensure that the day-to-day management of technology support services meets GHC KPIs and customer requirements
- Support customers to trouble shoot and provide a 'first time fix'.
- Escalate problems to the most appropriate team or organization if unable to provide resolution.
- Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.
- Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.
- Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent 'front of house' function for the department.
- Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff or customer organisations.
- Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets.
Working for our organisation We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.
Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:
- 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
- 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
- 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.
This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.
Detailed job description and main responsibilities Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
- To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's.
- Ensure that the day to day management of technology support services meets GHC KPIs and customer requirements
- Supervisory responsibilities of 2-3 team members.
- Accurately record information from callers, end users and third-party service providers on the Service Desk System. This involves:
- Assist in the triage and prioritisation of calls
- Support customers to trouble shoot and provide a 'first time fix'.
- Escalate problems to the most appropriate team or organization if unable to provide resolution.
- Create and/or administrate user accounts or passwords.
- Assist in the allocation of appropriate user training.
- Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.
- Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.
- Support the raising and processing of orders and invoices.
- Support the IT manager in accurate recording of assets, ordering and recharge.
- Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent 'front of house' function for the department.
- Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff from the GCS or customer organisations and other staff within Health Informatics.
- Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.
Experience
- Evidence of experience in a similar role, together with relevant experience in IT support, project tools and environments
- Awareness of NHS Information Governance principles
- Effective "change agent" with ability to be part of a team through significant programmes of change
Professional / Managerial / Specialist Knowledge
- Experience of Service Desk Support tools, such as incident / service request management
- Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc
When joining us, as well as becoming part of a team that makes a difference, we also offer:
- Free car parking at many of our sites
- 27 days leave plus bank holidays, increasing up to 33 days with long service
- A broad range of training and development opportunities, including apprenticeships up to Level 7 qualification.
- A multi-professional preceptorship programme for all Newly Qualified; Nurses, Nursing Associates, Internationally Educated Practitioners, Allied Health Professionals and Return to Practice Practitioners.
- Generous NHS pension and enhanced pay when if you work unsocial hours
- Flexible, family friendly and agile working opportunities
- Recognition and long service awards
- Fast Track physiotherapy
- Access to discounts and salary sacrifice schemes; including Cycle to Work, Car scheme and discounts on travel, leisure and retailers.
If you are aged 16-30, you may be eligible for financial and pastoral support from the King's Trust, with who we are in partnership with to support your first 6 months in role. We will pass on your details to the King's Trust who will be in touch with you if you are eligible. If you would rather not be contacted . click apply for full job details