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Desktop Support Technician
4 months ago
Job summary
As a Desktop Support Engineer for Epsom and St Helier, your primary responsibility is to ensure that all computer systems, hardware, and software applications are functioning effectively to support the staff and hospital's operations.
Main duties of the job
Main Responsibilities and Duties
Providing a quality 1st, 2nd and 3rd line desktop technical support service to the ICT department's customers Trust-wide. This may be in person or via remote methods and will include call logging, reactive support calls, planned maintenance as well as new installations and project work Logging, updating and closing calls in a professional manner ensuring that call detail is accurate and extensive enough to be used effectively by anyone in ICT for purposes ranging from support provision through to call review and statistical analysis.
About us
We currently have a team of six desktop engineers who operate across Trust and community sites. Their collaboration with other ICT teams fosters a strong team dynamic, contributing to efficient operations and effective support
Job description
Job responsibilities
Configure, upgrade, patch and troubleshoot Desktop hardware and software to ensure the stability of the service/software and that possible configuration issues are dealt with efficiently and professionally. On many issues may be empowered by Desktop Technical Support Manager to act on their behalf. As and when asked by the Customer Support Manager to stand in/deputise on their behalf. Support and resolve problems with 3rd party equipment as required. Perform all duties to the highest professional standards. Ensure Change Management policies are followed at all times by Trust and 3rd party employees. Respond to, and resolve, incidents as directed by the Customer Support Manager in addition to the service desk System. Take responsibility for other projects as delegated to by Customer Support Manager. Plan, develop, manage and implement projects relating to technical and desktop support throughout their complete life cycle. Ensuring that all calls, queries and service comments (complaints & commendations) are actioned, classified and processed in accordance with ICT Department and Trust standing procedures. Ensure that all technical works are undertaken in accordance with ICT policies and procedures. The post holder will be expected to provide input into the formulation and on-going development of ICT procedures and policies. Ensure that workload is properly investigated, planned and executed. Ensure that the role and its outputs are performed within the spirit of Teamwork and accountability for ones own actions. Provide the outputs of the role as required at any Trust site. It should be noted that the post holder would typically spend up to 50% of their time at sites other than St Helier Hospital, most notably Epsom, which is staffed on a rota basis. The post holder will be expected to make themselves available for reasonable amounts of overtime as required by the operational situation. Assist the departments customers and other members of ICT where appropriate, by providing advice and education in an effective manner where required and as appropriate. Provide input into the formulation and on-going development of ICT procedures affecting the sphere of Desktop Technical Support. Provide advice to others within the ICT department on issues relating to Desktop Technical Support. Assist with the planning and management of project work within the Desktop Technical Support Team Maintain a clean, safe and tidy office and working environment. Maintain a calm and professional approach under all circumstances. Person Specification
Qualifications, Training and Experience
Essential
Good general education Good general level of numeracy and literacy (This would typically include GCSE's in English and Mathematics or equivalent standard) Microsoft MCDST or equivalent knowledge
Desirable
Information and Technology qualification ITIL qualification or equivalent knowledge
Experience
Essential
Previous experience of 2nd line technical support within a service desk environment Knowledge of incident management software, particularly IVANTI,
Desirable
Broad NHS knowledge