Epsom and St Helier University Hospitals NHS Trust

About Epsom and St Helier University Hospitals NHS Trust

Desktop Support Technician - 6 month secondment FULL TIME 37.5 HOURS PER WEEK BASED AT ST HELIER HOSPITAL WITH FREQUENT TRAVEL TO OTHER SITES Working in the busy Information Services department cross site between St Helier, Sutton, Surrey & Epsom Hospitals. The post holder will provide a high quality and professional 1st, 2nd and 3rd line desktop support service to all computer users within the Trust. Ensuring that all works are accurately logged and updated on the ICT Service Desk system and that customers are kept informed of the progress of works. This will include call logging, reactive support calls, planned maintenance as well as new installations and project work. The post holder will also provide technical advice to others within the Support Services section on issues affecting desktop technical support and help develop and maintain certain IS policies and procedures. Main Responsibilities and Duties Providing a quality 1st, 2ndand 3rdline 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. 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 one’s 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 department’s 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.

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Company Type: Government

Company Size: 5001 - 10000

Revenue: 50 - 100 billion (USD)

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Job Ads found: 3047

Job Ads per Month: 80.2

Hiring Locations: 19

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