Bank - 2nd Line Support Analyst

at  NELFT NHS Foundation Trust

Band 6, 2nd Line Support Analyst.
The post holder will provide second level technical support for all ICT incidents reported by NELFT staff to the ICT Service Desk. The level of support provided to the ICT user base will ensure that maximum uptime of localised ICT systems is maintained, which will enable NELFT staff to make the best use of ICT systems during their daily work.
The post holder will provide on-site as well as telephone support to users, in addition to assisting face-to-face walk-in clients, as and when required, consistently delivering a “client-focused” service which promotes excellent customer service and effective working relationships.
Duties include
Answering calls, user admin, documentation, IT troubleshooting skills, ITSM ticket logging, laptop appointments, site visits.
Office based (not home working).
Experience of telephone and remote support, active directory, knowledge of MS Teams & Office 365, VPN, ITIL.
Based at CEME Centre, Rainham, RM13 8EU
Key Responsibilities
Provide effective 2nd line end-user telephone, email, on site, and self-service support for ICT systems; including, but not limited to, Microsoft Windows operating systems, Microsoft Office Suites, off-the-shelf & bespoke applications, remote connectivity/VPN platforms and local/network printer support.
Resolve EPR functional issues.
Provide 1st line support as required.
Comprehensive logging of tickets and timely resolution of 1st and 2nd line issues.
Support end-users remotely, using available remote desktop software.
Maintain and oversee installation, configuration, maintenance and troubleshooting of end user workstations, hardware, software and peripheral devices, as well as manage tickets logged at the support desk, ensuring timely resolution in accordance with the agreed SLA’s.
Provide day-to-day support of networks, servers and other infrastructure including Active Directory, Microsoft Exchange, Cisco phone system, etc.
Engage proactively with all clients in order to prevent reoccurring errors.
Take ownership of incidents, service requests and problem management where necessary.
Work as part of a team, take part in departmental discussions and developments and actively promote knowledge sharing amongst all levels of technical support staff.
Create and update technical documentation in line with departmental guidelines.
Be aware of and abide by Trust policies across the whole business.
Maintain a professional demeanour and deliver “client-focused” support in line with the trust values.
Work alongside various teams within the Informatics department, keeping team members up-to-date as and when required.
Perform Active Directory administrative tasks, printer / print server management, mailbox &user account creation etc.
Remain up-to-date with the latest platforms and technologies in order to support new/emerging technologies which NELFT may implement in the future.
Provide out-of-hours support & on-site support as required.
Perform machine builds and hardware/software installation in line with department asset management practices.
We operate a temporary staffing service and can offer competitive hourly rates, flexibility of shifts and hours, access to the NHS pension scheme, variety of work and access to training opportunities.
Please ensure you meet the person specifications and have the relevant qualifications required for the role.
This vacancy will be closed as soon as a suitable number of applicants have been received; therefore please apply as soon as possible to avoid disappointment.
For more information about working on the Temporary Staffing Bank please contact the Temporary Staffing Team on 0300 300 1530.
Please refer to attached job description and person specification

Please refer the Job description for details