Our vision for Single Corporate Services  
Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care. 

This vacancy is part of the Single Corporate Services Division in the Digital Department.

Why are we changing the way we deliver Corporate Services? 
Working as a partnership, both IWT and PHU have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. The creation of a single corporate service is essential for us to support our clinical and operational services, and our wider transformation programme. 

The vision for our single corporate services is to:

• Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer.   
• Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts.  
• Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities.  
• Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations. 
• Improve learning and development opportunities and sharing best practice, upskilling both Trusts.  
• Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing.  
• Build resilience for individuals and our teams. 

Band: 3 £24,071 to £25,674 per annum

Hours: 37.5

Contract Type: Permanent

To improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimize the impact of IT services on service users and on patient care, support services, and management by:

• Providing a first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.

• Resolving the maximum number of incidents at first contact within agreed timescales in line with service agreements.

• Escalating calls to second-line service desk staff where relevant.

Key Responsibilities

• First Point of Contact: Be the first point of contact for IT service users, handling all types of queries, requests for service, and incident logging.

• Accurate Logging: Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.

• User Account Management: Assist with user account management tasks, including user provisioning, access permissions, and account maintenance.

• Issue Resolution: Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.

• Team Collaboration: Work as part of an IT service desk team, supporting a wide range of IT systems.

• Customer Service: Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.

• Professional Development: Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.

• Compliance: Adhere to Trust policies and procedures as required.

• Flexibility: Occasionally be required to work flexibly to meet the demands of the service.

For further details, please refer to the Job Description

Please note, this position has also been advertised on the Isle of Wight NHS Trusts jobs page. If you are interested in this position and wish to apply, there is no requirement for you to submit two separate applications. 

Desirable

• Formal IT qualification (e.g. HND in IT, Microsoft Specialist)
• ITIL Foundation Certificate

Experience

Essential

• Demonstrable communications and customer services skills in a workplace environment
• Working knowledge of Information Technology products
• Experience in the use of Windows operating systems and office 365

Desirable

• Experience of either providing IT Service Desk support or first line IT support, preferably in PC applications
• Experience of using remote support software
• Active Directory knowledge

Skills and Knowledge

• Strong customer service and communication skills
• Able to use own initiative to investigate and resolve problems
• Good interpersonal and explanatory skills in dealing with a wide range of information technology user ranging from skilled to IT illiterate
• Excellent customer friendly telephone manner
• Strong keyboards skills
• Ability to remain calm when dealing with difficult users

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

Please note your application may be transferred to the Isle of Wight Applicant Tracking System (ATS) if you are selected for an interview.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.