Job Ref:IM&TS034
Salary Scale: Band 5 (£29,970 - £36,843 depending on experience)
Hours:37.5, Permanent
Members of the Service Desk team provide both face to face and remote user and system support, covering corporately approved systems, applications and hardware used OUH Digital IT Services & Support’s customer organisations. The post-holder will be responsible for the resolution of incidents involving information systems and related equipment.
The post-holder will be expected to act as the first point of contact for technical issues, resolving or re-routing support tickets as appropriate and according to service level agreements. The post-holder will need to pro-actively contribute to the increasing number of first-time fixes performed by the Service Desk and comply with all Service Desk procedures. Additionally, the post-holder will be expected to contribute towards the creation and maintenance of reports, technical procedure manuals, and standard operating procedures.
Oxford University Hospitals NHS Foundation Trustis one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please viewOUH At a Glance by OUHospitals - Issuu
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via theOUH YouTube channel.
• Investigate issues and other requests for support, determining the correct course of action to take.
• Work closely with senior colleagues, making modifications to system parameters, developing work-arounds, producing additional documentation and escalating requests as required.
• Carry out routine operations that control data processing, peripherals and communications and networking equipment. This includes start-up simple reconfiguration, shutdown and normal re-start procedures.
• Use the facilities of the tools and systems available, as directed, to monitor and report on regular activities which are subject to Service Level Management processes, Service Level Agreements or Operational Level Agreements.
• Assist users in making more effective use of desktop systems, products and services.
• Provide an effective interface between users and service providers including external commercial suppliers where applicable.
• Interprets technical or procedure manuals on the behalf of non-technical users and provide routine training in normal usage of systems, products and services, providing information on the full range of capabilities.
• Ensure effective communication to users and IM&T Services’ staff when new processes have been agreed and signed off by IM&T Services senior management.
• Actively promotes and identifies opportunities to maximise use of resources and streamlining of processes.
• Contribute to trouble-shooting team activities providing teaming resources and leadership.
• Ensure that professional integrity is undertaken at all times.
For further information and prior to your application, please refer to the attached job description and person specification.
This advert closes on Monday 9 Dec 2024
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