The ICT Service Desk function serves as the support gateway for all information, communication and technology and ICT training for approximately 3800 staff across Trust sites located across Leeds and York boundaries and supporting our wider regional wide services. The ICT Service Desk covers all IT and communication services ranging through software, hardware, network, servers, voice and data. You will be working in a small team taking calls and processing emails within our Service Desk ticketing system, responding to users, delivering first time fixes and liaising between second and third line support teams.
To work within a team and provide first line ICT support services within the Trust using ITIL processes of Incident Management, Service Requests and an understanding of Problem and Change Management. Day to day working with a computerised telephone call handling system to efficiently handle incoming calls to the Service Desk.

To ensure that the support provided to customers is consistent, timely, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed at all times.

• Experience of working within a Service Desk team and operating the ICT Service Desk ticketing system to record incidents, problems, service requests and log all fault diagnosis/resolutions.
• To be ITIL (Information Technology Infrastructure Library) qualified or willing to be trained.
• A high quality customer focused support approach, to service users of the Trusts network with a strong technical understanding supporting voice and data services (infrastructure, applications and hardware).
• Awareness of current data legislation, Data Protection, Caldicott, Information Governance and Freedom of Information.
• A professional attitude with excellent communication skills.
• Security and cyber awareness (spam/virus/misuse/abuse)
• Use of Active Directory
• Setting up and administering new starters Trust’s network accounts, removing access for leavers and changing network accounts.

The Leeds and York Partnership NHS Foundation Trust (LYPFT) is the main provider of Mental Health and Learning Disability services in Leeds. We also provide specialist inpatient services in York and some highly specialised services across the country. As a teaching trust with strong links to local universities, we are a centre of excellence for teaching, research and development.
There are many benefits of working for LYPFT including fantastic employee wellbeing support, 27 - 33 days annual leave, flexible working and remote working arrangements, the NHS Pension Scheme, coaching, support and opportunities for career development and training and education support alongside a range of exclusive discounts and payment schemes including for cars, extra leave days and more NHS Discount Offers.
We also have an incredible bank department, offering variety of roles in nursing, allied health professions, healthcare support worker and administration clerical. Permanent employees are automatically added to bank.

Applicants should be aware that any individual requiring a visa to work in the UK, the Trust provides sponsorship for registered healthcare practitioner roles only (this does not include Healthcare Support Workers) . This is an essential requirement, and the Trust is unable to offer you a role if you do not meet Trust requirements for sponsorship and Home Office requirements for a visa.

• Setting up user and team security permissions for correct folder access.
• Setting up access to shared drives and folders.
• NHSmail administration and the configuring Microsoft Outlook.
• Microsoft Office 365 and applications.
• Experience of using remote access tools such as TeamViewer or Bomgar.

SUPPORTING THE FOLLOWING MAIN SERVICES: -

• Hardware support for PC, laptops, tablets and printers.
• Software installation and support.
• Configuration and setup of mobile devices.
• A good understanding of ICT systems on the Trust network.
• Supporting agile users using the Trust’s Remote Services.
• A good understanding of the Trust’s clinical systems and their support teams.
  We recruit people based on their values and qualifications (where required) and believe that their lived experience is an advantage, this means that together we are as diverse as the communities we care for. Simply put, when we employ caring people who act with integrity and have the right skills, we can give those with mental health challenges, learning disabilities and neurodiversity high-quality care and support to live fulfilling lives, and make our staff feel purposeful, happy and valued.
  All our information is available in accessible formats. Please contact the Recruitment team recruitment.lypft@nhs.net
  Attached to this advert is our candidates guide to values-based recruitment and supporting guidance on how to make a successful application.
  If you require a reasonable adjustment, please contact the Recruitment Team or see the attached candidate guide to reasonable adjustments.
  To find out more about the key responsibilities and the specific skills and experience you’ll need, look at the Job Description & Person Specification attachments under the Supporting Documents heading.
  So that you’re even more equipped to make an informed decision to apply to us, you’ll need to take time to read the Candidate Guide to Values Based Recruitment. This document provides you with information to help you apply

• Setting up user and team security permissions for correct folder access.
• Setting up access to shared drives and folders.
• NHSmail administration and the configuring Microsoft Outlook.
• Microsoft Office 365 and applications.
• Experience of using remote access tools such as TeamViewer or Bomgar