Desktop Support Technician - Temp 10 months

Job description

Job responsibilities

• 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 ones 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 departments 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.

Person Specification

Qualifications, Training and Experience

Essential

• Good general education
• Good general level of numeracy and literacy (This would typically include GCSE's in English and Mathematics or equivalent standard)
• Microsoft MCDST or equivalent knowledge

Desirable

• Information and Technology qualification
• ITIL qualification or equivalent knowledge

Experience

Essential

• Previous experience of 2nd line technical support within a service desk environment
• Knowledge of incident management software, particularly IVANTI,

Desirable

• Broad NHS knowledge

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Epsom and St Helier University Hospitals NHS Trust

Address

St Helier Hospital

Wrythe lane

Carshalton

SM5 1AA

Employer's website

https://www.epsom-sthelier.nhs.uk/work-for-us (Opens in a new tab)