Service Desk IT Technician

1 day ago


South Shields, South Tyneside, United Kingdom Stsft Full time
Key Responsibilities:
  1. To assist the wider ICT Department in providing a range of IT services to staff working within the Trust by ensuring a prompt and efficient response to requests.
  2. To contribute to the Trust's service to patients by ensuring staff are able to use the IT equipment and systems available to them to facilitate and record patient care.
  3. Minimise disruption to staff due to IT equipment or system failures by providing an efficient and effective support service.
  4. Undertake the installation, configuration, and deployment of IT equipment and software.
  5. Maintain accurate and timely IT service management and asset records as well as undertaking asset audit where required.
  6. Respond to and fulfill users' service requests submitted via the IT Service Desk and report back on progress and resolution.
  7. Call on assistance from other members of the IT Department, partner organisations or external suppliers as appropriate.
  8. To ensure the delivery of a high-quality customer-focused service to users of ICT facilities through the efficient maintenance and deployment of IT Equipment, systems and applications.
  9. To contribute to the operation of an efficient and effective First Line support service by staffing the IM&T Service Desk.
  10. To contribute to the operation of an efficient and effective Second Line support service by providing occasional cover as required.
  11. Work with technical staff to support the delivery of an efficient and effective Second Line support service across all Trust sites/service locations.


Requirements: To be successful in this role, you will need to possess:
  • A recognised IT Service Management qualification (such as ITIL or SDI).
  • Practical experience of providing IT support in a large organisation.
  • Experience of working in a helpdesk environment, supporting system users by telephone, electronically and in person.
  • Knowledge of a range of computer systems, hardware and software, acquired through qualification to Level 3 or equivalent, in an ICT related field or equivalent relevant experience.


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