Job summary
The post holder will have excellent communication, organisational and project delivery skills, to work as part of a dynamic IT team, for one of the largest commissioning support units in the country, providing support and professional expertise for over 70 NHS and non-NHS customers. This role will predominantly help to support the Somerset and North Somerset area.
The primary aim of the role is to provide an extensive support service to users on a wide range of PC issues, whilst ensuring operational procedures are maintained and met. This is mobile role that will be completed the more complex calls and support the local engineers with the ticket queue.
The role can involve providing line management for Desktop Support Engineers as appropriate and cover for the Desktop Support Lead in times of absence.
The postholder will be needed to primarily cover core hours, although there may be a requirement to work at other sites across SCW, and to provide cover outside of normal office hours.
Main duties of the job
- Provide processes and guidance for the team in regard to support and maintenance of PC hardware, software and networking systems either via the telephone, email or, using remote control software, to take control of the user's PC and resolve the problem. Ensure information is accurately captured on to Service Support tools of choice and if a problem cannot be resolved via the telephone, email or using remote control software, to re-direct the call to the appropriate team
- Working closely with tech ops team for more complex solutions and testing the solution and providing technical feedback
- Provide processes and guidance for the Desktop Support team
- Cover for the Technical Support & Service Desk Manager in times of absence
- Taking ownership of calls that may require a 'deeper dive' over numerous days or of a more complex nature
- Provide an understanding the team's workload and providing inventive solutions to ensure a more even workload and use of technical knowledge and experience
- Ensure that all corporate systems are up to date daily/weekly to enable both BAU and projects to produce financial projections - this will include SmartTime, Certero, TOPdesk and Verto
- Ensure that all direct reports are compliant with both SmartTime and statutory mandatory training
- Ensure that personal SmartTime and statutory mandatory training are completed to deadline
About us
We are looking for a highly motivated and proactive individual who can prioritise multiple, diverse requirements; provide effective call monitoring and tracking, ensuring KPI's are met and/or exceeded; and support technical / infrastructure related pieces of work to deliver changes to our customers with the overarching goal of delivering and developing the ITIL aligned Desktop function. The role is very fast-paced and ever changing - requiring somebody with energy and able to adapt quickly to meet business needs.
Job description
Job responsibilities
Please refer to the job description and person specification for further details and information regarding this role.
** A full UK driving licence is required due to the locations/buildings supported.**
- The postholder will be needed to primarily cover core hours, although there may be a requirement to work at other sites across SCW, and to provide cover outside of normal office hours
- Implement and work on specific IT projects as required
- Conform to roles of Desktop Support as defined by ITIL and will include responsibility for ownership of incidents and requests for service
#SCWjobs #SCWRecruitment #NHSjobs #NHSRecruitment #recruitment #jobs
Job description
Job responsibilities
Please refer to the job description and person specification for further details and information regarding this role.
** A full UK driving licence is required due to the locations/buildings supported.**
- The postholder will be needed to primarily cover core hours, although there may be a requirement to work at other sites across SCW, and to provide cover outside of normal office hours
- Implement and work on specific IT projects as required
- Conform to roles of Desktop Support as defined by ITIL and will include responsibility for ownership of incidents and requests for service
#SCWjobs #SCWRecruitment #NHSjobs #NHSRecruitment #recruitment #jobs
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspirational
- Collaborative
- Insightful
- Respectful
Education
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- ITIL Foundation Level or equivalent Qualification
Knowledge & Experience
Essential
- Good understanding of Service Management
- Good understanding of Information Technology
- Understanding of Microsoft PC operating systems
- Understanding of IT Security issues including anti-virus measures.
- Knowledge and experience of office systems, word processing, email and calendar software
- Understanding of PC networking
- Willingness and ability to travel locally and nationally.
Desirable
- Experience of using a call logging system.
- Experience of using Microsoft SCCM or similar for remote control of PCs
- A good understanding of the public sector / health and social care environment and roles and responsibilities within it
Skills & Capabilities
Essential
- Able to organise team member's work effectively
- Able to effectively and efficiently manage complaints/customer's service issues
- Excellent interpersonal and communications skills.
- Customer focused approach
- Able to promote the service to ICT customers
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
- Ability to work without supervision; Able to work on own initiative, organising and prioritising own workload to changing and often tight deadlines
- Understanding of and commitment to equality of opportunity and good working relationships
- Practical approach to problem solving
- Adaptability, flexibility and ability to cope with uncertainty and change
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspirational
- Collaborative
- Insightful
- Respectful
Education
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- ITIL Foundation Level or equivalent Qualification
Knowledge & Experience
Essential
- Good understanding of Service Management
- Good understanding of Information Technology
- Understanding of Microsoft PC operating systems
- Understanding of IT Security issues including anti-virus measures.
- Knowledge and experience of office systems, word processing, email and calendar software
- Understanding of PC networking
- Willingness and ability to travel locally and nationally.
Desirable
- Experience of using a call logging system.
- Experience of using Microsoft SCCM or similar for remote control of PCs
- A good understanding of the public sector / health and social care environment and roles and responsibilities within it
Skills & Capabilities
Essential
- Able to organise team member's work effectively
- Able to effectively and efficiently manage complaints/customer's service issues
- Excellent interpersonal and communications skills.
- Customer focused approach
- Able to promote the service to ICT customers
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
- Ability to work without supervision; Able to work on own initiative, organising and prioritising own workload to changing and often tight deadlines
- Understanding of and commitment to equality of opportunity and good working relationships
- Practical approach to problem solving
- Adaptability, flexibility and ability to cope with uncertainty and change
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