ICT Desktop Support Engineer

Main Duties & Responsibilities Providing responsive and effective hardware, software and network support. In accordance with department service level agreements. (The majority of these tasks are off site with minimal supervision) The role will involve the day to day relocation of often heavy, IT assets, and be involved in the rollout of large scale IT equipment replacement projects. The jobholder will be expected to complete these moves and the resulting configuration with skill and accuracy within a timely manner. The IT Technician is assigned a geographical and will report to IT Desktop Supervisor, the post holder will be required to exercise good judgement in all situations, as the majority of the work will be carried out off site, without supervision. Ensuring the provision of the service; including the repair, replacement and installation of valuable IT Assets, which includes Software and Hardware, this may involve the use of complex and valuable fault finding equipment, to the
satisfaction of the end user. Delivering and installing equipment for user in accordance with Trust Standards and Service Levels (The majority of these tasks are off site with minimal supervision) Providing the IT Support Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis. Taking calls from customers and ensure they are logged on the Helpdesk call Management system accurately Ensuring that customer calls are handled in accordance with the helpdesk call management procedures (this includes full and accurate call notes). Monitoring outstanding support requests against customer SLAs , prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required. Ensuring that problems are reported to third parties as required achieving a
satisfactory resolution. There may be occasions where you may need to work with a 3rd party to resolve an issue. Maintaining knowledge of supported software in use by both the acute and PCT trust, community staff and GPs. Producing and maintaining both technical and user documentation and procedures where required. Assisting in the training and induction of junior or new staff to the Technical Support and Helpdesk areas. Assisting in the testing of new systems, supporting the Project and application development teams.