IT Service Desk Senior Assistant

6 days ago

Gateshead, Gateshead, United Kingdom Gateshead Health NHS Foundation Trust Full time
Job Summary

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.

Main 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.
Requirements
  • Education to NVQ Level III or equivalent experience, preferably educated to degree level or equivalent in depth experience in an IT related subject, relevant technical certifications or qualifications.
  • Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
  • 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 organisations.
  • Experience in using and maintaining databases.
  • Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems.
  • Familiarity with on-line 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.
Key Skills
  • Effective communication with all levels of users.
  • Strong telephone call handling skills.
  • Proficient at dealing with "difficult" customers whilst retaining a calm and friendly manner.
  • Able to work with support staff from third party organisations.
Knowledge and Qualifications
  • Knowledge of PC hardware and operating systems, including installation, support and troubleshooting.
  • Knowledge of PC peripherals, including installation, support and troubleshooting.
  • Familiarity with Microsoft product families and technologies, Intel x86 based desktop and server platforms.
Desirable Qualifications
  • Familiarity with NHS.
Essential Qualifications
  • 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.

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