Desktop Support Assistant

An opportunity has arisen for a Desktop Support Assistant to support the delivery of high-quality IT Support Services to the Trust.

We are looking for motivated, proactive individuals with a clear patient focus to join the Desktop Support Team delivering high quality second and third line support to our end users. You will be able to demonstrate excellent listening and communication skills with an ability to work under pressure and to deadlines. You will be required to continually develop your skills and knowledge to keep up to date with technological advance. You will play a key role in maintaining and upgrading hardware and systems across the organisation and will work with colleagues to continuously improve our services to the Trust.

The role will be paramount to providing timely support to clinical users to ensure minimum disruption to patient care, and with the trust in the middle of a major hardware overhaul and a continuing Office 365 upgrade, now is a great time to join our team.

You can expect to be part of an IT team committed to delivering a secure and flexible infrastructure, high quality services and innovation to NHS staff and patients.

For an informal discussion about the position available, please contact David Bull - Desktop Support Manager on

**Prime Responsibilities**:

- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
- Maintain up to date IT Records and Asset Management as required.
- Maintain up to date knowledge of technical hardware used within the trust.
- Provide Basic End User familiarisation with PC hardware facilities when installing new or upgrade systems for end users.
- Provide Basic End User familiarisation with peripherals facilities when installing new or upgraded systems for end users.
- Access the suitability of PC locations before installation from a health and safety perspective.

You can expect to be part of an IT team committed to delivering a secure and flexible infrastructure, high quality services and innovation to NHS staff and patients.

Person Specification

Factors

Essential

Desirable

Education
- Educated to A Level
- ICT A Level Qualification or equivalent.
- Certification from Microsoft or similar
- ITIL Foundation

Experience
- 1stand 2ndlevel experience in a customer service and desktop support environment.
- Basic use of Microsoft Office Applications, including installation and configuration.
- Basic use of IT Hardware and Operating Systems, particularly windows 7 and windows 10.
- Experience of installation of PCs and Peripherals.
- Relevant experience of IT service delivery management
- Use of helpdesk software systems
- Relevant experience and familiarity of supporting Windows 7 and 10

**Skills**:

- Effective communication with all levels of users
- Ability to deal with “difficult” users
- Good IT Skills and accurate Keyboard skills.
- Ability to interact effectively with internal and external personnel
- Ability to work under pressure and meet deadlines.
- Good time management skills
- Good planning and problem solving skills

Knowledge
- Sound knowledge of PC peripherals, including installation, support and troubleshooting
- Sound Knowledge of Microsoft Office Applications, including installation, configuration and basic use.
- Sound Knowledge of IT Hardware and Operating Systems, particularly windows 7 and windows 10.
- familiarity with NHS
- familiarity with Microsoft product families and technologies, Intel x86 based desktop and server platforms

Personal Qualities
- Flexible
- Punctual
- Enthusiastic
- Achiever
- Willingness to maintain and develop technical knowledge and expertise
- Ability to work as team player and on own initiative
- Good ambassador for the IT department and Trust