Desktop Support Technician

at  Epsom and St Helier University Hospitals NHS Trust

DESIRABLE CRITERIA

• Broad NHS knowledge
  Your application: Please ensure that you have read the job description and person specification and that your supporting statement reflects these, as your application will be assessed and scored against these criteria.
  References: You will be required to provide 3 years of employment/educational history. We do not accept references from personal email addresses such as Hotmail, Gmail etc. therefore please ensure you are providing professional working email addresses within your application form. If you are unable to provide professional email addresses and are invited to an interview, please ensure you advise the interviewers of this - otherwise, this may delay your pre-employment checks.
  Closing date: In order to streamline recruitment within our Trust, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.
  Shortlisting: You will only be contacted via e-mail/SMS by the SWL Recruitment Hub if you are successfully shortlisted for this post. Please ensure that you check your Trac registered e-mail regularly.
  DBS: We are committed to safeguarding children and adults who are at risk of abuse. As such, if this post will have access to children or vulnerable adults, you will be required to undertake an Enhanced Disclosure and Barring Service check. However, all employees have a responsibility for safeguarding children and vulnerable adults in the course of their duties and for ensuring that they are aware of the specific duties relating to their role.

APPLICANT REQUIREMENTS

You must have appropriate UK professional registration.

MAIN RESPONSIBILITIES AND DUTIES

• Providing a quality 1st, 2nd and 3rd line desktop technical support service to the ICT department’s customers Trust-wide. This may be in person or via remote methods and will include call logging, reactive support calls, planned maintenance as well as new installations and project work
• Logging, updating and closing calls in a professional manner ensuring that call detail is accurate and extensive enough to be used effectively by anyone in ICT for purposes ranging from support provision through to call review and statistical analysis.

DETAILED JOB DESCRIPTION AND MAIN RESPONSIBILITIES

• Configure, upgrade, patch and troubleshoot Desktop hardware and software to ensure the stability of the service/software and that possible configuration issues are dealt with efficiently and professionally.
• On many issues may be empowered by Desktop Technical Support Manager to act on their behalf.
• As and when asked by the Customer Support Manager to stand in/deputise on their behalf.
• Support and resolve problems with 3rd party equipment as required.
• Perform all duties to the highest professional standards.
• Ensure Change Management policies are followed at all times by Trust and 3rd party employees.
• Respond to, and resolve, incidents as directed by the Customer Support Manager in addition to the service desk System.
• Take responsibility for other projects as delegated to by Customer Support Manager.
• Plan, develop, manage and implement projects relating to technical and desktop support throughout their complete life cycle.
• Ensuring that all calls, queries and service comments (complaints & commendations) are actioned, classified and processed in accordance with ICT Department and Trust standing procedures.
• Ensure that all technical works are undertaken in accordance with ICT policies and procedures. The post holder will be expected to provide input into the formulation and on-going development of ICT procedures and policies.
• Ensure that workload is properly investigated, planned and executed.
• Ensure that the role and its outputs are performed within the spirit of Teamwork and accountability for one’s own actions.
• Provide the outputs of the role as required at any Trust site. It should be noted that the post holder would typically spend up to 50% of their time at sites other than St Helier Hospital, most notably Epsom, which is staffed on a rota basis.
• The post holder will be expected to make themselves available for reasonable amounts of overtime as required by the operational situation.
• Assist the department’s customers and other members of ICT where appropriate, by providing advice and education in an effective manner where required and as appropriate.
• Provide input into the formulation and on-going development of ICT procedures affecting the sphere of Desktop Technical Support.
• Provide advice to others within the ICT department on issues relating to Desktop Technical Support.
• Assist with the planning and management of project work within the Desktop Technical Support Team
• Maintain a clean, safe and tidy office and working environment.
• Maintain a calm and professional approach under all circumstances.