IT Support Assistant

4 weeks ago

Taunton, United Kingdom Somerset NHS Foundation Trust Full time

This role is working as part of a team of first line IT Support assistants on a busy NHS IT Service Desk. The IT Service Desk is the first point of contact for all IT issues for staff working at Somerset NHS Foundation Trust.

The organisation is complex, so phone calls are not scripted so the job involves use of a knowledgebase and building up your own knowledge of the systems and processes over time. The Service Desk team have a wide range of knowledge about the hardware and software used at the Trust and it is a good starting point for a career in IT.

Knowledge and experience of using IT and providing IT support can be useful, however you will have training provided so a positive attitude towards learning the role is important.

In the role you will receive phone calls from end users who are in need of support due to an IT fault, or they may need to request a service from IT Services. You will use an IT Service Management Tool to log the issues and requests that you receive and escalate them to a 2nd line support team if needed.

The IT Service Desk team are an experienced group of people so there is a great deal of knowledge that can be shared. The team work together and support each other by sharing knowledge and asking questions whenever they need to.

The team are based in County Hall in Taunton, however there is currently flexibility to work from home, although initially you will need to work in the office for training purposes and have the ability to travel to County Hall in Taunton when required to do so. This may be at the last minute if, for example, you lose internet connection at home.

As an organisation, the NHS offers a wide range of benefits including flexible working, fantastic pension contributions, market leading annual leave allowance, career progression and regular conversations, not to mention our Blue Light Card and NHS exclusive discounts.

The benefits of working in Somerset include the idyllic countryside, with our areas of outstanding beauty and stunning coastlines. You will get to enjoy these perks whilst still only being a stone’s throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.

There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable. You will experience the best of both in Somerset, the countryside and the cosmopolitan - there is truly something for everyone
- Triage and prioritise calls
- Provide root cause analysis of an issue raised and to accurately direct call to an appropriate team
- Ability to trouble shoot and provide first line fix
- Providing remote repairs and fixes
- Escalate to most appropriate team or organization if unable to provide resolution
- Creation or administration of user accounts or passwords
- To actively monitor telephony support queues
- Provide a responsive and timely service
- Allocation of appropriate user training

Please see attached job description for more information.

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