Primary Care Desktop Technician, Band 5 - Gloucester, United Kingdom - Gloucestershire Hospitals NHS Foundation Trust

Gloucestershire Hospitals NHS Foundation Trust

Verified Company

Gloucester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Secondline Team seeks to recruit a highly motivated individual who has the ability and enthusiasm to work in a challenging but equally rewarding IT Department as a Primary Care Desktop Technician.

It is essential that you are customer focused with a "user-first" approach to deliver service excellence.

You must be flexible and deliver high levels of initiative, with the ability to work under pressure, both as an individual and as part of a team.

You must possess good communication skills and be able to deal with Users in a pleasant, effective and efficient manner.

To be successful in this role you will need to have strong experience of supporting end users, have an IT related qualification/IT experience.

Key role responsibilities;

To analyse and resolve various desktop support issues using both documented guidance and own initiative to meet SLA's
Work within Trust and department guidelines
Installing and maintaining expensive equipment, in a safe condition for users
Travel to any IT site within the Trust and County to provide onsite expert technical support
Participate in departmental oncall rota

Key skills required;

Methodical, analytical, calm, selfmotivated and confident demeanour, with the ability to multitask and work under pressure
High technical ability, strong communication skills. Ability to troubleshoot and deliver solutions for complex requirements
Experience of delivering services under SLA and/or project based conditions
Flexible working and to have access to transport to be able to travel to multiple locations within a working day which is likely to be covering a large area

Desirable skills;

Ability to understand and communicate complex technical information
Advanced keyboard skills

Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK.

We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir.

The post-holder will provide Secondline Support, resolving complex IT incidents. Support will be provided both on site and remotely incidents passed from 1st line support.

This role is highly visible, and requires a combination of technical skills, customer care, and business awareness.

The post-holder will be required to respond to service desk calls, monitor other routes to the service desk and record incidents following clearly defined procedures, resolving incidents at first point of contact.

Assigned to a 'zone' within the County, the post-holder will be responsible for resolving IT issues within the relevant area(s).

Where incidents are more complex in nature the post-holder will be required to investigate possible resolutions until a solution that meets the end-user needs, can be found.

At all times, the customer must be kept fully informed of the job reference and indicative resolution time/date.

Monitoring of calls logged will play a key part of this role, to ensure the fair distribution of tasks and that cover arrangements are agreed within the Team.

The post-holder will actively participate in IT project implementation plans.

Post-holders will also be required to be on-call.

MAIN DUTIES & RESPONSIBILITIES

1. respond to and resolve 2nd line incidents passed on from the Service Desk Operators and IT Engineers; investigating and rectifying complex IT issues;
2. deliver an excellent quality, client-focused service;
3. provide advice and expertise on all aspects of IT used within the organisation;
4. provide training and mentorship to new starters or less experienced IT staff in line with the IT Team Skills Development Programme;
5. liaise with relevant third party maintenance company's, recording and escalating any hardware/software problems as required;
6. update the Service Desk Management System to support the provision of performance statistics;
7. be proactive in approach to problem management by identifying multiple instances of incidents, researching possible resolutions in in some cases, undertaking a root cause analysis;
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/IT product Engineer;
10. communicate with to 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;
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