Job summary
The
Service Desk Department is looking for a Senior Service Desk Engineer to join
the small but busy Support Desk Team.
The
service desk team represent the front door to Digital Services and so is a
highly customer focussed interface seeking to resolve many of our user issues
at the time when they first call. Where a first-time fix is not possible the
Support Desk will manage the handover of the call to the Senior Service Desk
Engineer or to our End User Computing Team or to the correct third-party
organisation. Once handed over the Support desk will continue to manage the
user relationship ensuring that the user if informed of progress and update as
their call is brought to resolution.
This
role will be a bridge between 1st line support staff and the Service
Desk Team Leader, where you will provide senior support to 1st line
engineers.
Main duties of the job
The
successful applicant must be able to:
Manage
their own workload, ensuring accuracy in their work
Provide
Senior support to there colleagues and junior members of staff
Work
closely with the Service Desk Team Leader to ensure tickets are reduced within
agreed SLAs
Maintain
electronic records of faults and asset information
Gather
information using various triage skills and techniques to identify and resolve
issues
Demonstrate
effective communication and customer service skills.
A
passionate, adaptable, and self-motivated individual who can integrate quickly
within an established team are key factors of the post.
About us
The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.
Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.
The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.
We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace.
The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.
If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.
To find more about our staff benefits, please visit our website.
Job description
Job responsibilities
JOB PURPOSE
Looking for an experienced
and reliable Senior Service Desk Engineer to provide ongoing support for Digital
Deployment and to support ROH IT Service desk Services. Supporting all 1st
& 2nd line IT service delivery incidents / issues. You will be working as front-line support and engaging with
business users face to face and respond to Tickets raised. In this varied role
you will find yourself involved in a mix of business as usual service
delivery support and some varied project-based work.
Key Relationships
Internal
Service
Desk Team Leader, Service Delivery Manager
Head of
IT & Finance Director
Project
& Programme Managers
Systems
admin and owners
External
Existing
and potential suppliers
Other
NHS trusts and CCGs
NHS
Digital
Other
national bodies
Main Duties and Responsibilities
Primary Tasks
- Providing 1st
and 2nd Level support for the BAU team before escalation to EUC
function.
- Liaise directly with IT Service Desk,
Infrastructure and 3rd Parties where appropriate for resolution of tasks,
requests and incidents.
- Respond to support requests logged on the service
desk system in an efficient and timely manner.
4.
Utilise the Trusts Remote Management software to
assist with remedial work when dealing
with complex issues.
5.
Support
multiple technologies: (Horizon view, Microsoft MDE, MDM, VMware Workspace One etc).
- Manage all change/problem/incidents and escalate
any issues to Service Desk Team Leader.
- Provide Cyber Security support as and when around vulnerability
scanning, application and OS hardening and encryption of desktop devices
as when required.
Secondary Tasks
- You'll be
performing analysis, diagnostics and problem resolution independently;
evaluating and testing hardware and software; supporting and
troubleshooting office automatons tools, peripherals and data network
connectivity.
- Assist the
EUC Team in the receipt, testing and pre-deployment configuration of IT
desktop devices (PCs, printers and other equipment), including asset
labelling and security marking.
- Assist in the periodic audit of IT
assets and associated records.
- Maintenance
of IT desktop devices in order to minimise the disruption caused by
deterioration and failure.
- Provide
technical support and training for customer moves and changes.
- Provide
project support and user training using standard methods/processes
completing project tasks.
- Utilising network monitoring tools for prevention and
troubleshooting incidents.
- Mobile Device Management (VMware
workspace one).
- Provide
training and coaching opportunities to junior staff as needed in a timely
manner
- Provide out of hours, on call support.
- Deputise for the Service Desk Team Leader as and when
required.
Corporate Tasks
- Participate
in the objective setting process as part of the annual Performance
Development Review/appraisal process, to understand how own role and
objectives are linked to team, directorate and corporate objectives, to
review what aspects of your role are being done well, and to identify any
areas for development.
- Undertake
relevant activities and mandatory training to meet objectives identified
in Personal Development Plan.
- Adhere
to all policies and guidelines, including HR, Information Governance, Risk
Management and Health & Safety policies.
- Comply
with relevant professional codes of conduct and accountability.
- Maintain
professional registration if this is a requirement of the job.
- Carry
out your duties in a way that supports equality and values diversity. This
responsibility includes your actions in relation to service users, carers,
work colleagues, people in other organisations and members of the public.
Communications
- Maintain
excellent verbal communication skills with the ability to communicate
effectively with technical and non-technical colleagues at all levels in
the organisation.
- Liaise with a range internal staff
and 3rd parties for support, troubleshooting, warranty and
project related activities.
- Contribute to team meetings and
give updates on current activities.
- Develop documentation to assist
users in using IT and also develop knowledge base articles for less
commonly known IT related solutions to problems.
- Develop and maintain documentation
regarding specific design and configuration of all hardware, software
Updating documents whenever changes made.
- Provide regular updates to Desktop
Manager.
Job description
Job responsibilities
JOB PURPOSE
Looking for an experienced
and reliable Senior Service Desk Engineer to provide ongoing support for Digital
Deployment and to support ROH IT Service desk Services. Supporting all 1st
& 2nd line IT service delivery incidents / issues. You will be working as front-line support and engaging with
business users face to face and respond to Tickets raised. In this varied role
you will find yourself involved in a mix of business as usual service
delivery support and some varied project-based work.
Key Relationships
Internal
Service
Desk Team Leader, Service Delivery Manager
Head of
IT & Finance Director
Project
& Programme Managers
Systems
admin and owners
External
Existing
and potential suppliers
Other
NHS trusts and CCGs
NHS
Digital
Other
national bodies
Main Duties and Responsibilities
Primary Tasks
- Providing 1st
and 2nd Level support for the BAU team before escalation to EUC
function.
- Liaise directly with IT Service Desk,
Infrastructure and 3rd Parties where appropriate for resolution of tasks,
requests and incidents.
- Respond to support requests logged on the service
desk system in an efficient and timely manner.
4.
Utilise the Trusts Remote Management software to
assist with remedial work when dealing
with complex issues.
5.
Support
multiple technologies: (Horizon view, Microsoft MDE, MDM, VMware Workspace One etc).
- Manage all change/problem/incidents and escalate
any issues to Service Desk Team Leader.
- Provide Cyber Security support as and when around vulnerability
scanning, application and OS hardening and encryption of desktop devices
as when required.
Secondary Tasks
- You'll be
performing analysis, diagnostics and problem resolution independently;
evaluating and testing hardware and software; supporting and
troubleshooting office automatons tools, peripherals and data network
connectivity.
- Assist the
EUC Team in the receipt, testing and pre-deployment configuration of IT
desktop devices (PCs, printers and other equipment), including asset
labelling and security marking.
- Assist in the periodic audit of IT
assets and associated records.
- Maintenance
of IT desktop devices in order to minimise the disruption caused by
deterioration and failure.
- Provide
technical support and training for customer moves and changes.
- Provide
project support and user training using standard methods/processes
completing project tasks.
- Utilising network monitoring tools for prevention and
troubleshooting incidents.
- Mobile Device Management (VMware
workspace one).
- Provide
training and coaching opportunities to junior staff as needed in a timely
manner
- Provide out of hours, on call support.
- Deputise for the Service Desk Team Leader as and when
required.
Corporate Tasks
- Participate
in the objective setting process as part of the annual Performance
Development Review/appraisal process, to understand how own role and
objectives are linked to team, directorate and corporate objectives, to
review what aspects of your role are being done well, and to identify any
areas for development.
- Undertake
relevant activities and mandatory training to meet objectives identified
in Personal Development Plan.
- Adhere
to all policies and guidelines, including HR, Information Governance, Risk
Management and Health & Safety policies.
- Comply
with relevant professional codes of conduct and accountability.
- Maintain
professional registration if this is a requirement of the job.
- Carry
out your duties in a way that supports equality and values diversity. This
responsibility includes your actions in relation to service users, carers,
work colleagues, people in other organisations and members of the public.
Communications
- Maintain
excellent verbal communication skills with the ability to communicate
effectively with technical and non-technical colleagues at all levels in
the organisation.
- Liaise with a range internal staff
and 3rd parties for support, troubleshooting, warranty and
project related activities.
- Contribute to team meetings and
give updates on current activities.
- Develop documentation to assist
users in using IT and also develop knowledge base articles for less
commonly known IT related solutions to problems.
- Develop and maintain documentation
regarding specific design and configuration of all hardware, software
Updating documents whenever changes made.
- Provide regular updates to Desktop
Manager.
Person Specification
Skills and Knowledge
Essential
- Familiar with standard Service Management tools. TOPdesk
- Good understanding of ITIL process (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management.
- Good working knowledge of Active directories and Group policies
- Good Working Knowledge of Microsoft office, Office 365.
- Working Knowledge of Microsoft Desktop Operating Systems, Windows server 2012/16/19, Windows 7/8 , Windows 10
- Working knowledge of Antivirus and security eg Sophos, windows Bit locker & MDE
- Understanding of the window software installation process is essential.
- Understanding of Microsoft networking environment
- In-depth knowledge on Deploying Windows 10 image, providing touch support to fix/resolve issues after WIN-10 OS deployment on Desktops/Laptops/Tablets.
- Patch management (WSUS, Manage Engine)
- User management (Active Directory, File services, printing)
- Support for operating systems including performance monitoring, operations planning, troubleshooting and preventative maintenance.
- High level of diagnostic and fault-finding knowledge/skills and a broad range of IT knowledge/experience
- Networking (Understanding of fundamentals of networking, DHCP, DNS, TCP/IP address routing etc.)
- Good interpersonal skills with the ability to work effectively with staff at all levels of the organisation and third-party organisations
Qualifications
Essential
- GCSE in Maths and English
- Bachelor's degree in computer science or equivalent work experience.
- Microsoft MCSA Windows 10 certification or equivalent work experience
- Recognised ITIL Foundation qualification (desirable)
- Understanding of the VMware virtual Server/VDI environment (essential)
Personal Qualities
Essential
- Extremely well organised; Ability to organise, plan and work to agreed timescales whilst managing multiple tasks
- Ability for prolonged concentration when analysing detailed statistics and/or complex issues
- Effective communication skills including verbal, written and presentation skills
- Ability to work effectively both independently and as team member
- Demonstrated willingness to be flexible and adaptable to changing priorities
- Ability to solve a range of complex IT problems
- Ability to accurately document complex IT processes in a non-complex way
- Ability to use VDU equipment for prolonged periods
Experience
Essential
- Significant experience of desktop management in an IT professional service environment
- Solid experience of delivering 2nd line support
- Good experience in Windows 10 operating environments.
- Good Experience with SCCM & VMware Workspace One
- Good experience in IT Service Delivery
- Strong experience supporting end users
- Significant experience in delivering EUC (End User Computing) solutions and understanding the End to End Infrastructure, from Windows 10 Devices, Core Applications and management of these devices using the in-place backend infrastructure
Person Specification
Skills and Knowledge
Essential
- Familiar with standard Service Management tools. TOPdesk
- Good understanding of ITIL process (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management.
- Good working knowledge of Active directories and Group policies
- Good Working Knowledge of Microsoft office, Office 365.
- Working Knowledge of Microsoft Desktop Operating Systems, Windows server 2012/16/19, Windows 7/8 , Windows 10
- Working knowledge of Antivirus and security eg Sophos, windows Bit locker & MDE
- Understanding of the window software installation process is essential.
- Understanding of Microsoft networking environment
- In-depth knowledge on Deploying Windows 10 image, providing touch support to fix/resolve issues after WIN-10 OS deployment on Desktops/Laptops/Tablets.
- Patch management (WSUS, Manage Engine)
- User management (Active Directory, File services, printing)
- Support for operating systems including performance monitoring, operations planning, troubleshooting and preventative maintenance.
- High level of diagnostic and fault-finding knowledge/skills and a broad range of IT knowledge/experience
- Networking (Understanding of fundamentals of networking, DHCP, DNS, TCP/IP address routing etc.)
- Good interpersonal skills with the ability to work effectively with staff at all levels of the organisation and third-party organisations
Qualifications
Essential
- GCSE in Maths and English
- Bachelor's degree in computer science or equivalent work experience.
- Microsoft MCSA Windows 10 certification or equivalent work experience
- Recognised ITIL Foundation qualification (desirable)
- Understanding of the VMware virtual Server/VDI environment (essential)
Personal Qualities
Essential
- Extremely well organised; Ability to organise, plan and work to agreed timescales whilst managing multiple tasks
- Ability for prolonged concentration when analysing detailed statistics and/or complex issues
- Effective communication skills including verbal, written and presentation skills
- Ability to work effectively both independently and as team member
- Demonstrated willingness to be flexible and adaptable to changing priorities
- Ability to solve a range of complex IT problems
- Ability to accurately document complex IT processes in a non-complex way
- Ability to use VDU equipment for prolonged periods
Experience
Essential
- Significant experience of desktop management in an IT professional service environment
- Solid experience of delivering 2nd line support
- Good experience in Windows 10 operating environments.
- Good Experience with SCCM & VMware Workspace One
- Good experience in IT Service Delivery
- Strong experience supporting end users
- Significant experience in delivering EUC (End User Computing) solutions and understanding the End to End Infrastructure, from Windows 10 Devices, Core Applications and management of these devices using the in-place backend infrastructure
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
