Band 3 IT Service Desk Administrator, Bath

Job overview

Are you a diligent individual with experience in data handling and excellent communication skills?  If so, this may be the job for you...

An opportunity has arisen for an IT Service Desk Administrator to join the Trust’s busy IT Service Desk team.   As a key member of our team, you’ll play a crucial role in ensuring smooth operations and excellent user support. Prior knowledge of Directory Manager, NHSMail and Microsoft Excel would be advantageous.

Applicants must be within commuting distance of the city of Bath.  This role is required to be available for office working, training and meetings at Bath NHS House when required.

Main duties of the job

The successful candidate will be expected to carry out the following duties;

Ensure that the Trust’s IT user databases are kept accurate and up-to-date. This includes administration of user’s computer accounts (creation/modification and deletion), changing passwords, and changing user’s workgroup membership.

Act as the Trust’s Local Organisation Administrator (LOA) with respect to the national NHSMail service.

Taking receipt of Service Desk support requests (primarily telephone but also email, written and in person) and logging them, either for resolution within the Service Desk Team or for escalation to other more specialised areas of the IT Department acting as cover for front line support as necessary.

Detailed job description and main responsibilities

Technical Administration

To ensure that all required system administration activities are carried out in a structured and timely manner.

To provide excellent customer service at all times (e.g. call answering and on emails)

User Account & Workgroup Administration

Checking authorisation forms for validity, creating User accounts and authorising account changes using Directory Manager.

Ensuring that the information held is accurate.

Making modifications to user accounts and Workgroups etc. and deleting them when necessary.

Ensuring that the Trust’s security measures, specifically with regard to the use of network accounts etc,. are adhered to.

Sending and processing of Leaver and Joiner notifications.

Responding to information requests from other internal support teams.

Local Administration of NHS Directory

Act as the Trust’s “Local Organisation Administrator” (LOA) with respect to the NHSMail Directory which includes the following tasks:-

Ensures the Trust’s directory is kept up to date and appropriate information is being passed to the national directory service.

Ensures that starters and leavers of the Trust are recorded in the Trust’s directory.

Responds to and rectifies any reported data quality problems.

Performs any other housekeeping relating to the link between the Trust’s directory and the national directory service.

Acts as liaison point for the national directory service on changes to centrally-managed directory data.

Local Administration of NHSMail (Email)

Act as the Trust’s “Local Organisation Administrator” (LOA) with respect to the NHSMail service which includes the following tasks:-

Creates and manages shared mailboxes.

Creates group calendars and other resources.

Reminds users to check delegated permissions on a regular basis.

Monitors and acts upon reports from the NHSMail service regarding user registrations and user activity.

Acts as a liaison point between the Trust and the NHSMail Helpdesk to ensure that password resets, changes to mailbox sizes and creation of /changes to distribution lists are acted upon.

Other

When the IT Service Desk is working at capacity this post may be called upon to provide cover (primarily answering telephones).

Undertake such other duties as may reasonably be required of you commensurate with your general level of responsibility and the general scope of the post, as determined by the  Manager.