Job summary

If you have a background in working in technical customer service teams, supporting end users, have great communications skills and enjoy helping others, this could be the role for you.

You will be responsible for operating the service desk and assisting with the deployment and implementation and support of end user equipment and software as well as resolving and managing IT incidents.

Working as part as the Customer Support Team, you will be part of a team of service desk analysts and site engineers to deliver quality support to Operational and Corporate staff across our Trust.

The IM&T Directorate has recently undergone some realignment of its internal structure to allow us to meet the needs of the business. This has led to the reorganisation of some roles and the creation of a number of new positions, including the creation of the Customer Support Leads.

The role is shift based covering 0730-2000 across 7 days a week including Bank holiday and Weekends.

Main duties of the job

  • Day-to-day staffing of the IM&T Service Desk and being the first point of contact for all IT related issues or queries.
  • Providing 1st and 2nd level technical and remote support to all Trust staff/clients with IT issues or queries
  • Be a customer focused representative of the IM&T department
  • Work collaboratively with the wider Customer Support Team

About us

London Ambulance Service NHS Trust is the biggest and busiest emergency ambulance service in the UK with over 5,500 staff who work across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations.

We serve more than 8 million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.

However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries and provide access to other parts of the urgent care system through our Integrated Urgent Care call centres.

As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital.

Our vision is to build a world-class ambulance service for a world-class city: London’s primary integrator of access to urgent and emergency care – on scene, on phone and online.

Date posted

16 March 2023

Pay scheme

Agenda for change

Band

Band 5

Salary

£32,466 to £39,521 a year per annum inclusive of HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

308-CORP-2478-LR

Job locations

Waterloo HQ

London

SE1 8SD

Job description

Job responsibilities

  • Working within ITIL processes, receive and record all incidents and requests reported to the Service Desk onto the Service Desk ticketing system.
  • Provide initial 1st/2nd line technical assessment and support to LAS staff.
  • Accurately diagnose technical issues and perform standard preliminary research using available resources.
  • Own, monitor and escalate all incidents according to agreed service levels.
  • Keep users informed on the status and progress of their reported incident or request.
  • Carry out testing, installation, configuration and implementation of new and upgraded equipment including phones, laptops and mobile devices.
  • Assist in the production of new documentation and work procedures.
  • Assist in the maintenance of IT asset inventories as required, keep accurate records of the equipment and location using the Service Desk system.
  • Communicate with internal customers using various methods including email or the Intranet with information such as IM&T maintenance works, changes, roll out of new services, and promote new IM&T services that are available.
  • Provide instructions and guidance for the handling of sensitive information relating to staff and patient data, including security and backup strategies.
  • Provide advice to LAS staff on IM&T related topics including PC security, passwords, viruses, backup procedures, software licensing, VDU legislation, restore and recovery of data and requirements of the Data Protection Act and knowledge of all appropriate procedures.
  • Implement IM&T policies and propose changes to policies where appropriate.
  • Liaise and maintain good working relationships with internal departments to provide a customer focussed service.
  • Liaise and negotiate with internal and external customers to meet IT requirements in an efficient and cost effective way.
  • Maintain and administer systems critical to the provision of IM&T services to the Trust.
  • Carry out other relevant duties as required.

Job description

Job responsibilities

  • Working within ITIL processes, receive and record all incidents and requests reported to the Service Desk onto the Service Desk ticketing system.
  • Provide initial 1st/2nd line technical assessment and support to LAS staff.
  • Accurately diagnose technical issues and perform standard preliminary research using available resources.
  • Own, monitor and escalate all incidents according to agreed service levels.
  • Keep users informed on the status and progress of their reported incident or request.
  • Carry out testing, installation, configuration and implementation of new and upgraded equipment including phones, laptops and mobile devices.
  • Assist in the production of new documentation and work procedures.
  • Assist in the maintenance of IT asset inventories as required, keep accurate records of the equipment and location using the Service Desk system.
  • Communicate with internal customers using various methods including email or the Intranet with information such as IM&T maintenance works, changes, roll out of new services, and promote new IM&T services that are available.
  • Provide instructions and guidance for the handling of sensitive information relating to staff and patient data, including security and backup strategies.
  • Provide advice to LAS staff on IM&T related topics including PC security, passwords, viruses, backup procedures, software licensing, VDU legislation, restore and recovery of data and requirements of the Data Protection Act and knowledge of all appropriate procedures.
  • Implement IM&T policies and propose changes to policies where appropriate.
  • Liaise and maintain good working relationships with internal departments to provide a customer focussed service.
  • Liaise and negotiate with internal and external customers to meet IT requirements in an efficient and cost effective way.
  • Maintain and administer systems critical to the provision of IM&T services to the Trust.
  • Carry out other relevant duties as required.

Person Specification

Qualifications, Accreditations, Education

Essential

  • Educated to degree level in IT related subject or equivalent experience

Experience

Essential

  • Demonstrable IT support experience in a user/customer support environment
  • Experience of troubleshooting hardware and software faults (PCs and peripherals)
  • Experience of using a Service Desk (Helpdesk) system to log and remedy tickets

Knowledge and Skills

Essential

  • Ability to use tact, influencing and diplomacy skills to aid in communication and discussion with customers, particularly where information is contrary to their assumptions or expectations.

Desirable

  • Excellent written and oral communication skills including the ability to record information accurately and efficiently direct from customers by telephone and from email
  • Ability to effectively communicate with all levels of internal and external customers using techniques appropriate to the audience
Person Specification

Qualifications, Accreditations, Education

Essential

  • Educated to degree level in IT related subject or equivalent experience

Experience

Essential

  • Demonstrable IT support experience in a user/customer support environment
  • Experience of troubleshooting hardware and software faults (PCs and peripherals)
  • Experience of using a Service Desk (Helpdesk) system to log and remedy tickets

Knowledge and Skills

Essential

  • Ability to use tact, influencing and diplomacy skills to aid in communication and discussion with customers, particularly where information is contrary to their assumptions or expectations.

Desirable

  • Excellent written and oral communication skills including the ability to record information accurately and efficiently direct from customers by telephone and from email
  • Ability to effectively communicate with all levels of internal and external customers using techniques appropriate to the audience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.