ICT Support Engineer

Job overview

Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country.

Across the whole of the region we provide:

• Adult and older adult mental health services
• Specialist learning disability services
• CAMHS

Black Country Healthcare NHS Foundation Trust was formed on 1 April 2020, after NHS England and NHS Improvement approved the merger of Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust.

Combining resources, strategies and talented workforce enables us to deliver a wider variety of outstanding services that are based on best practice and are continually improving.

Main duties of the job

Key duties of the role include:

• Taking telephone calls as the 1st point of contact to the service
• Troubleshoot and resolve hardware and software related issues
• Completing user and resource requests
• Logging and managing own service desk tickets
• Escalating incidents where appropriate
• Following agreed plans, procedures and instructions to complete tasks and activities

To join our team you’ll need to have:

• Practical knowledge of basic PC and Microsoft products
• excellent communication skills, with the ability to build great working relationships
• to be able to effectively manage priorities and work to deadlines
• to work to a high standard, and on your own initiative
• a passion for providing excellent customer service
• a positive and helpful attitude

Detailed job description and main responsibilities

This is a great opportunity to join the IT Service Desk. The team are currently temporarily based out of Heath Lane Hospital in West Bromwich, moving to a location in Pear Tree Lane, Dudley.

The successful candidates will be expected to participate in a rota to ensure the Service Desk core operating hours (8am to 6pm) are covered.

Main responsibilities are:

Managing the ICT Service desk telephone calls and incidents.

Escalating any incidents and service requests that you can’t resolve, to senior members of staff.

Have a 'service orientated' approach to work, having excellent customer service skills

To work as a member of a team, encouraging knowledge sharing across the team.

Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs