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Technical Support Expert

2 months ago

Wakefield, Wakefield, United Kingdom The Mid Yorkshire Teaching NHS Trust Full time
Job Description

Job Title: Digital Customer Support Analyst

Job Reference: #J-18808-Ljbffr

Location: The Mid Yorkshire Teaching NHS Trust

Job Type: Full-time

Department: Digital Services

Reports to: Digital Senior Technical Analysts

Job Summary:

We are seeking a highly skilled Digital Customer Support Analyst to join our team at The Mid Yorkshire Teaching NHS Trust. As a key member of our Digital Services department, you will be responsible for providing exceptional IT support to our staff, ensuring the smooth operation of our digital systems, and collaborating with other teams to deliver successful projects.

Key Responsibilities:

  • Provide 1st and 2nd Level IT support to approximately 9000 users across the Trust, responding to queries and resolving technical issues in a timely and professional manner.
  • Work closely with Digital Senior Technical Analysts to deliver an effective and efficient IT service, following change control procedures and advising on any issues.
  • Report daily to the team leader or nominated senior IT technical analyst regarding workload, work assignment, and associated issues.
  • Ensure effective customer service by keeping users informed and maintaining accurate records.
  • Deploy and support a range of desktops, laptops, Android, and iOS devices, along with associated software and peripherals throughout the Trust.
  • Maintain the existing IT infrastructure by performing upgrades, new installations, and routine procedures in accordance with standard operating procedures.
  • Participate in the provision of an effective fault resolution service, recording actions via the Digital Service Desk, and comply with the escalation procedure to minimize disruption of Digital Services.
  • Assist in compiling and maintaining an accurate inventory of hardware and software.
  • Help develop and maintain documented procedures for the operation of Digital systems under the control of Digital services.
  • Collaborate with other Digital Services teams for successful project delivery involving Digital systems deployment, changes, or upgrades.
  • Write and maintain IT documentation, updating records in the Service Desk application to reflect changes made and actions taken.
  • Provide advice and guidance to contractors, supervising them while on-site during system installations, upgrades, or repairs.
  • Ensure the correct and safe use of expensive and specialist IT equipment.
  • Work closely with all teams in Digital Services, participating in testing new systems, evaluating and reporting on new IT hardware and software.
  • Share knowledge and experience with other team members and participate in disaster recovery testing of existing systems.
  • Undertake any other reasonable duties as directed.

Requirements:

  • Strong technical knowledge of IT systems and software.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Ability to maintain accurate records and documentation.
  • Knowledge of IT service management principles and practices.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth within the organization.