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IT Service Desk Senior Assistant
2 months ago
We are seeking a highly skilled and motivated Technical Support Specialist to join our dedicated team at Gateshead Health NHS Foundation Trust. As a Technical Support Specialist, you will play a critical role in providing first-level technical support to our users, ensuring prompt and courteous responses to their inquiries.
Key Responsibilities- Provide technical support to users via various communication channels, including email, phone, and remote assistance.
- Troubleshoot hardware, software, and network-related issues and escalate complex problems to appropriate teams when necessary.
- Maintain accurate and detailed records of all user interactions and issue resolutions in our ticketing system.
- Collaborate with other IT teams to implement solutions and resolve service-related incidents efficiently.
- Participate in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends.
- Assist in the creation and maintenance of documentation, knowledge base articles, and user guides to enhance service efficiency.
- Ensure compliance with company policies and security protocols to safeguard user data and network integrity.
- Strong customer service skills gained in dealing with a broad range of users of a service.
- Substantial experience of end-user first-level support experience.
- Technical knowledge of IT hardware, operating systems, and end-user productivity tools.
- Maintain up-to-date knowledge of technical hardware and software used within the Trust and supported third-party organizations.
- Experience in using and maintaining databases.
- Knowledge of and experience in using Service Desk software, including call transfer to other organization helpdesk systems.
- Familiarity with online technical and support resources.
- Possess ITIL Green Badge certification.
- Possess Service Desk Institute Service Desk Analyst qualifications.
- Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
- Demonstrated recent development of knowledge and skills in support of the Service Desk role.
- Relevant NHS experience is desirable.
- Strong experience of working in a customer service environment, not necessarily IT.
- Substantial experience of first and second-line IT support in a highly complex environment.
- Familiarity with use of Service Desk software systems.
- Use of Microsoft operating systems, including installation, repair, service pack installation, upgrading, configuration.
- Familiarity with Microsoft end-user productivity applications, including installation, configuration, and basic use.
- Familiarity with NHS.
- Education to NVQ Level III or equivalent experience.
- Familiar with Microsoft Office product family from a user and support perspective.
- Possess ITIL Green Badge certification.
- Possess Service Desk Institute Service Desk Analyst qualifications.
- Education to degree level or equivalent level in depth experience in an IT-related subject.
- Certification from Microsoft or similar.
