Desktop Engineer, Band 5

Job description

Job responsibilities

1. Respond to and resolve 2nd/3rd line incidents passed on from the support team and IT support Engineers; investigating and rectifying complex IT issues

2. To manage end user compute/security incidents and alerts from logging through triage through to resolution

3. To provide a point of technical expertise in respect of software creation and deployment

4. Deliver an excellent quality, client-focused service

5. Provide advice and expertise on all aspects of IT used within the organization

6. To work with the Operations Manager and wider End User Compute team to ensure complex issues are overcome in a timely manner

7. To help review the current desktop, identify gaps within the current system and re-design in order to reach optimal configuration

8. Record resolution details in the service desk management software selecting the relevant resolution categories

9. Assign unresolved Incidents to the appropriate specialist IT Team

10. Communicate with end-users informing on progress and providing and where possible provide and estimated resolution time

11. Escalate major incidents to Problem Management and contribute to major incident reviews where appropriate

12. Perform a manual closure of resolved incidents, ensuring the customer is satisfied with the resolution before closing the record

13. Perform Active Directory administration duties

14. Create and maintain technical procedures and training documentation for use by members of the wider IT Team

15. Utilise the global email communication method to update end-users on any IT issues (planned or unplanned)

16. On occasion, cover for the Service Desk Operators or on-site technicians

17. Manage own workload with minimum supervision

18. Contribute to policies and protocols for own work area

19. Work autonomously but within departmental procedures

20. Establish and maintain positive working relationships within the IT Team, key stakeholders and all Trust departments

21. Participate in personal objective setting and reviews that are in line with strategic objectives

22. Attend all mandatory training sessions as required by the Trust.

23. To Provide on call support as part of an annual rota, with a minimum of 2 weeks on call per year

Person Specification

Qualifications

Essential

• Advanced IT Certification or Training

Desirable

• ITIL Foundation
• MCP - Microsoft Certified Professional
• Degree or equivalent in IT

Experience

Essential

• Appropriate years Managing Windows 10 in a Domain Environment
• Appropriate years working with Software Deployment Tools such as SCCM or KACE

Desirable

• 1 + Years Experience with software packaging and deployment
• Appropriate years Troubleshooting complex issues through to resolution

Knowledge/ Skills

Essential

• Powershell Scripting/Testing and Deployment
• CMD Batch file scripting and testing
• Active Directory and Group Policy

Desirable

• SCCM infrastructure configuration and maintenance
• Ability to support users remotely and at the desk

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.

Employer details

Employer name

Gloucestershire Hospitals NHS Foundation Trust

Address

Victoria Warehouse

Gloucester

GL1 2EL

Employer's website

https://www.gloshospitals.nhs.uk/ (Opens in a new tab)