Desktop Support Engineer
- Recruiter
- Confidential
- Location
- Gillingham
- Salary
- 14.00 - 15.00 GBP Hourly
- Posted
- 05 May 2022
- Closes
- 23 May 2022
- Sectors
- IT, IT Support
- Contract Type
- Temporary
- Hours
- Full Time
We are recruiting Desktop Support Engineer for our NHS client in Kent.
JOB PURPOSE:
Together with the other IT teams, this role will deliver a support facility for all Trust IT users ensuring that Trust's staff and other IT colleagues are fully informed of the progress of calls that are raised with the Service Desk. The role will ensure clear documentation of high quality records on actions undertaken in support of resolving IT incidents.
Duties will include Incident break/fix support, managing service requests, such as hardware and software installations and end user set-up and configuration. Build development and project implementation work, such as customer moves, migrations, audits and refresh programmes. As a member of the Field Service team the role will represent IT Services to the majority of the Trust's IT users, and as such the post-holder will require good technical skills, and the professionalism and initiative to resolve problems as efficiently as possible. They will be able to work flexibly in a fast paced working environment, with excellent communication skills and a proven track record of developing productive relationships with a range of key stakeholders.
The role will require technical investigation and resolution of logged incidents or problems, and supporting implemented solutions and services to agreed SLA's. You will be taking a variety of support calls, aiming to fix all technical issues remotely or in person so a natural flair for problem solving is essential. The successful applicant will have a good knowledge of MS Windows Operating Systems, Active Directory, Cisco AnyConnect VPN, McAfee EPO, PC / Laptop & Printer Hardware and Microsoft Products, as well as experience of clinical IT systems.
KEY RESPONSIBILITIES:
1. Monitor call queue, ensuring customer service levels are maintained, highlighting any potential issues or exposures to the Desktop Services Manager
2. Identify repeat calls, and escalate so solutions can be implemented to reduce or eliminate those repeat calls
3. Ensure inventory of all hardware and software is maintained and documented to agreed standards
4. Undertake build, configuration and delivery of client hardware to end users with complete hand over support and documentation. This including automation of desktop deployment processes
5. Ensure the configuration management data base (CMDB) is regularly updated with all hardware and software configuration items to support accurate customer billing
6. Plan and manage routine repairs and upgrades and respond to any unexpected system faults/failures, ensuring all major issues are escalated to Desktop Services Manager
7. Highlight any inappropriate use of Trust equipment to the Trust management teams
8. Ensure solutions developed and implemented provide continuous availability of services across all sites through proactive investigation and operational support. Assist in business continuity planning
9. Delivery of a high quality service which meets the standards demanded of the locality customer base
10. Recommend newly identified technologies for improving existing, or developing services and support offered by ICT Department
11. Follow ITIL best practice for the delivery of services
12. Help develop processes to ensure an 80% first time fix rate, and that 90% of calls are solved in 24 'real-time' hours of first being logged, and contribute to implementing plans to move from current levels to those targets
13. Mentor junior team members and ensure that correct process if adhered to for the delivery and support of the desktop function
14. Assist in the development and automation of new desktop technologies to simplify deployment and support
Qualifications, Knowledge & Experience:
* Educated to NVQ Level 3 or equivalent experience
* Good working knowledge of modern Information Technology including desktop operating systems, software packages, mobile devices (Smartphones, tablets, etc) *General knowledge of MS Office and project specific software
*Must have 3 years I.T. Health Care Experience within an I.T. Support Team
* Demonstrable desktop support skills
Shift Pattern:
* 37.5 h a week, Base is the NHS site,
Pay rate: GBP15/h
Start ASAP for an initial 3 month period
JOB PURPOSE:
Together with the other IT teams, this role will deliver a support facility for all Trust IT users ensuring that Trust's staff and other IT colleagues are fully informed of the progress of calls that are raised with the Service Desk. The role will ensure clear documentation of high quality records on actions undertaken in support of resolving IT incidents.
Duties will include Incident break/fix support, managing service requests, such as hardware and software installations and end user set-up and configuration. Build development and project implementation work, such as customer moves, migrations, audits and refresh programmes. As a member of the Field Service team the role will represent IT Services to the majority of the Trust's IT users, and as such the post-holder will require good technical skills, and the professionalism and initiative to resolve problems as efficiently as possible. They will be able to work flexibly in a fast paced working environment, with excellent communication skills and a proven track record of developing productive relationships with a range of key stakeholders.
The role will require technical investigation and resolution of logged incidents or problems, and supporting implemented solutions and services to agreed SLA's. You will be taking a variety of support calls, aiming to fix all technical issues remotely or in person so a natural flair for problem solving is essential. The successful applicant will have a good knowledge of MS Windows Operating Systems, Active Directory, Cisco AnyConnect VPN, McAfee EPO, PC / Laptop & Printer Hardware and Microsoft Products, as well as experience of clinical IT systems.
KEY RESPONSIBILITIES:
1. Monitor call queue, ensuring customer service levels are maintained, highlighting any potential issues or exposures to the Desktop Services Manager
2. Identify repeat calls, and escalate so solutions can be implemented to reduce or eliminate those repeat calls
3. Ensure inventory of all hardware and software is maintained and documented to agreed standards
4. Undertake build, configuration and delivery of client hardware to end users with complete hand over support and documentation. This including automation of desktop deployment processes
5. Ensure the configuration management data base (CMDB) is regularly updated with all hardware and software configuration items to support accurate customer billing
6. Plan and manage routine repairs and upgrades and respond to any unexpected system faults/failures, ensuring all major issues are escalated to Desktop Services Manager
7. Highlight any inappropriate use of Trust equipment to the Trust management teams
8. Ensure solutions developed and implemented provide continuous availability of services across all sites through proactive investigation and operational support. Assist in business continuity planning
9. Delivery of a high quality service which meets the standards demanded of the locality customer base
10. Recommend newly identified technologies for improving existing, or developing services and support offered by ICT Department
11. Follow ITIL best practice for the delivery of services
12. Help develop processes to ensure an 80% first time fix rate, and that 90% of calls are solved in 24 'real-time' hours of first being logged, and contribute to implementing plans to move from current levels to those targets
13. Mentor junior team members and ensure that correct process if adhered to for the delivery and support of the desktop function
14. Assist in the development and automation of new desktop technologies to simplify deployment and support
Qualifications, Knowledge & Experience:
* Educated to NVQ Level 3 or equivalent experience
* Good working knowledge of modern Information Technology including desktop operating systems, software packages, mobile devices (Smartphones, tablets, etc) *General knowledge of MS Office and project specific software
*Must have 3 years I.T. Health Care Experience within an I.T. Support Team
* Demonstrable desktop support skills
Shift Pattern:
* 37.5 h a week, Base is the NHS site,
Pay rate: GBP15/h
Start ASAP for an initial 3 month period