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IT Service Desk Engineer

Band 4

Main area
Administrative & Clerical
Band 4
Full time 37.5 hours per week
Job ref
Saturn House
£21,089 - £23,761 per annum
02/03/2020 23:59

Mersey Care NHS Foundation Trust provides specialist inpatient and community mental health, learning disabilities, addiction services and acquired brain injury services for the people of Liverpool, Sefton and Kirkby, Merseyside. We also provide community physical health services in Liverpool and Sefton, secure mental health services for the North West of England, the West Midlands and Wales and specialist learning disability services across Lancashire, Greater Manchester, Cheshire and Merseyside. Our services are currently provided from 124 sites across the North West.

Our ambition is to deliver perfect care and become the world’s leading organisation in physical, mental health, addiction and learning disabilities. We set our own standards and goals for improvements in care rather than aiming to meet minimum standards set by other organisations. Our values are those of: Continuous Improvement, Accountability, Respect, Enthusiasm and Support. We are the first Trust in the UK to publicly commit and develop a policy to have zero suicides among people in our care by 2020.

We work closely with service users, carers and partner organisations, we've been able to make real improvements to our diverse range of services, from health and social care, right through to high secure provision. This passion to improve has been recognised by the CQC who have recently rated us “Good” overall and “Outstanding” for being well led.

Founded in October 2006, NHS Informatics Merseyside is an established NHS healthcare technology organisation based in Merseyside, North West England. 

Our role is to ensure technology and innovation is used effectively as an enabler to better health and care – helping to drive efficiency and support new models of care through improved and more collaborative ways of working.

We are proud to be one of only two health care organisations globally to achieve 4 star certification from the Service Desk Institute. (SDI) SDI’s Service Desk Certification programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality.  

The post holder will be required to respond to and resolve incidents and service requests within SLA defined timescales and will provide 1st / 2nd line support as part of the Service Desk function. This role is highly visible, and requires a combination of IT technical skills, customer care, and business awareness - the Service desk being the single point of contact for all customer communications. The post holder will be required to respond to service desk phone calls, Live Chats and Self Service portal incidents, monitoring other routes to the service desk, record incidents following clearly defined procedures, and resolve the majority of incidents at first point of contact.  The role encompasses reactive and pro-active elements of Incident management as defined in the IM Incident Management process.

Interviews are planned for:  10th March 2020


Armed Forces CovenantApprenticeships logoNo smoking policyPositive about disabled peopleMindful employer.  Being positive about mental health.Disability confident employerCare quality commission - Good

Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

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Further details / informal visits contact

Bev Bromilow on 0151 296 7055