ICT Service Desk Technical Support Assistant - NHS (b3)

Job Description

ICT Service Desk Technical Support Assistant Location: NottinghamParking: Not SpecifiedJob Type: TemporaryDuration of booking: Expected to last till end of March 2022Proposed start date: ASAPSector: HealthcareBase: Office BasedBand: 3Pay Rates: £10.09 paye inclusive of holiday pay or £11.00 umbrella per hourWorking Days and Hours: 37.5 hours, Monday to Friday 9am to 5pmRole Purpose

• This job forms part of the Customer & Technical Support team, providing support to all Trust staff; logging, monitoring and escalating calls, as required, through to resolution; using technical knowledge and skills
• Provide first line technical support and guidance utilising second and third line resources where appropriate and necessary for all mobile and fixed ICT equipment and systems.
• Advise staff on Software and hardware updates, including when items are Beyond Economical Repair and need replacing, acting under guidance from senior support staff.
• Manage own efficiency and the variable workflow of the service desk, with the ability to work under own cognisance with occasional supervision.
• Deliver technical support to Trust staff in accessing a wide range of Clinical and non-clinical software including home working and off-site support.
• Have access to monitor core infrastructure components to support critical Trust services and systems (Server systems, network Infrastructure, software and national applications)

Duties

• To participate fully as a member of the Customer and Technical Support team in order to deliver a timely and professional service to the Digital Services ICT dept and all Trust staff as a whole, to include;
• Logging, monitoring and escalating Incidents & Service Requests through to resolution; using technical knowledge, skills and experience.
• Maintain Incident and Service Request logging and monitoring; diagnosing ICT issues for all Trust systems, including critical Trust systems and working with teams from other Trusts or Organisations.
• Escalating calls, when required, to the relevant Departments as determined by the analysis of the incident/service request and aiding other ICT Operations and Health Informatics Service Depts in providing swift resolution; meeting agreed SLAs determinedby ICT Operations.
• Frequently utilise skills, knowledge and experience to deal with issues that may be seen as complex by non-ICT staff; requiring long periods of concentration, often disrupted by competing priorities.
• Work under own cognisance with supervision, assisted by senior members of the Digital Services dept when specific jobs require.
• Provide the best customer service possible through excellent communication skills.
• Participate in mixed skills teams as required to achieve project goals and deadlines.
• Assist all Digital Services Teams in managing disaster recovery operations in the event of a breakdown or crash.
• Assist, where necessary, in the generation and managing of reports, intranet material, asset register and other ad-hoc information as required.
• Assist with production, maintenance and development of Standard Operating Procedure documentation, including technical documents, providing continuous feedback for service improvement.
• Assist with the production, maintenance and development of knowledgebase entries covering known issues.
• Frequently use Remote Assistance tools, where possible, to install and configure all types including expensive ICT Equipment and software for use Trust wide.
• Resolve incidents and service requests at first point of contact; avoiding the need for escalation; increasing ICTs ability to manage staff expectations and meet SLAs.

Qualifications, Skills and Experience

• Educated to GCSE standard or equivalent (to include English Language)
• Qualification in PC and keyboard skills, e.g. Full ECDL or relevant technical experience.
• Excellent verbal and written communication skills
• Advanced working knowledge of MS Office 365, Users should be qualified or experienced to Microsoft Office Specialist, Expert level in one or more of Word, Excel, Outlook or PowerPoint.
• Knowledge of PC hardware and general maintenance issues
• Knowledge of National Applications and a range of transferable software application skills
• Knowledge of the work carried out by the Trust and of related services
• Ability to work in a high pressure environment, flexibly and methodically
• Relevant experience in delivering customer focused support
• Competent in ICT with a strong commitment to maintaining understanding of continuing ICT developments

QuestionsDo you have experience working as an ICT Service Desk Technical Support Assistantin the NHSDo you have experience working as an ICT Service Desk Technical Support Assistant in the healthcare sectorDo you have experience working as an ICT Service Desk Technical Support AssistantAre you looking for temporary workDo you meet the criteria above and available to start immediately

Keyskills :
ICTService DeskTechnical Support1st Line