Senior IT Service Desk Engineer

NHS Jobs; Brierley Hill; On-site; GBP 26,000 - 38,000; Full time

Job summary

NHS Jobs is seeking an IT Service Desk professional to provide daily user support, log calls, and ensure timely responses through to resolution. The role includes on-site support for Trust sites and maintaining accurate call notes.

You will monitor outstanding requests against SLAs, escalate where required, and report status to the Head of Digital and IT Support. Hardware, software, network, and phone support across the Trust are included.

Qualifications

• Provide daily IT service desk assistance and technical support.
• Log calls and ensure timely resolution following procedures.
• Provide on-site support for Trust sites.
• Maintain accurate call notes and follow escalation procedures.
• Monitor SLAs, prioritise requests and update users.
• Support hardware, software, network and phones across the Trust.
• Create, delete and manage user accounts.

Responsibilities

• Escalate complex faults as needed.
• Provide regular status updates to the Head of Digital and IT Support.
• Train junior staff and share technical knowledge.
• Document and maintain IT procedures and backups.

Job description

• Providing assistance and technical support on a daily basis on the IT Service Desk.
• Answering calls to the department, logging them within the Service Desk and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.
• Ensure onsite support for Trust sites is provided in an effective and efficient manner.
• Ensuring that customer calls are handled in accordance with the Service Desk call management procedures (this includes full and accurate call notes).
• Providing the Head of Digital and IT Support 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 Head of Digital and IT Support informed of any outstanding issues on a daily basis.
• Monitoring outstanding support requests against customer SLAs, prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.
• Managing customer complaints ensuring they are escalated as appropriate.
• Supervises junior support staff on a daily basis.
• Works under own initiative to diagnose and resolve hardware and software faults across all Trust systems.
• Providing a responsive and effective hardware, software, network and phone support in accordance with department service level agreements across the Trust.
• Scheduling the installation of equipment for users in accordance with Trust standards and service levels.
• Works with IT staff to deploy systems and projects within the organisation, including on-going support.
• Management and installation of communication and computer systems.
• Maintains security and integrity of all IT Systems and Equipment.
• Creating, deleting and maintaining user accounts on various systems.
• Production and maintenance of both technical and user documentation and procedures where required.
• Provides technical training to other IT staff on Trust systems if required.
• Ensures adequate backups of Data Information are taken and are available for Trusts systems.
• Ensures IT computer rooms and storerooms are kept neat and tidy and that all equipment is catalogued according to stock control procedures and the Trusts policies.
• Prepares and carries out preventative maintenance schedules for other support staff.
• Ensures all IT equipment and system deliveries are recorded on the electronic stock control system and stored in the appropriate location.
• Maintains knowledge of current developments within the IT industry and advises on how they can be utilised by the Trust.
• Takes part on IT Hardware and Software Audits when requested and updates Trusts electronic records.
• Works in accordance with the Trusts Management Systems, including Health and Safety, Quality and Environment.
• Ensures compliance with relevant legislation e.g. Data Protection Act, Computer Misuse Act, Copyright Act and Caldicott.
• Complies with all Trust Policies.
• Extended use of computer systems office and computer room based.
• Lifting and manual handling of IT equipment including PCs and other large, heavy items on a daily basis.
• Working in extreme conditions daily e.g. in server rooms, on the floor under desks