Senior Service Desk Technician

To be the first point of contact for users experiencing difficulties with IT systems and services.

To be responsible for the provision of professional, effective and customer focused first line IT support to Southern Health computer users by telephone and email.

Adhere to strict protocols and procedures in supporting staff and ensure that correct escalation channels are followed. Support staff are required to promote the correct use of IT resources within the organisation and provide training and user assurance.

To be able to communicate with users who may be experiencing failures and may be stressed or aggressive, resolving problems as quickly as possible and reassuring end users, good interpersonal skills are essential.

An opportunity has arisen for a highly motivated individual to join the ICT Service Desk as an Senior Service Desk Technician. The team provides 1st and 2nd line support as our first point of contact to circa 9000 users based across multiple sites via telephone, email and online portal.

The successful candidate will be expected to receive and accurately log service desk calls efficiently and in a professional manner; the ability to investigate and troubleshoot technical issues aiming to achieve a first line call resolution of 80%, referring more complex issues to 2nd'/3rd line colleagues.

The role is best suited to individuals who thrive on working as part of a close-knit team but are equally happy to work with autonomy, taking responsibility for their own workload and seeing things through to conclusion. Previous experience of working on a Service Desk and using service management tools is advised.

Southern Health is one of the largest NHS Foundation Trusts in the UK, specialising in mental health and learning disabilities, as well as offering physical health community-based services.

With a workforce of more than 7000 and a footprint that spans more than 200 sites across Hampshire, we're committed to providing the best possible healthcare, reaching a range of diverse communities, whilst placing patients and staff at the forefront of all our endeavours.

We are currently working closely with other NHS Trusts to combine all our collective community, mental health, and learning disability services, with the plan to create a new larger, more integrated and accessible organisation.

The transformation will happen in stages; Hampshire CAMHS, part of Sussex Partnership NHS Foundation Trust joined Southern Health in February 2024, with Isle of Wight NHS Trust mental health and community services transitioning across in May 2024. The final combination of Southern Health and Solent NHS Trust services is expected in late 2024, when our new organisation, to be known as Hampshire and Isle of Wight Healthcare NHS Foundation Trust, will be formed.

Our new Trust will continue to cater to the unique needs of different communities, making healthcare across the county more accessible, as well as offering staff more opportunities for career development, training and partnership working.

Join us as we embark on this exciting journey to shape the future of healthcare in Hampshire.