IT Service Desk Technician

at  Mid Cheshire Hospitals NHS Foundation Trust

This role is responsible for ensuring helpdesk tickets are resolved in a timely and efficient manner, either directly or by escalating to other members of the IT Department. You will be required to work with staff at all levels of the organisation. Reporting to the IT Service Desk Operations Manager, this role will be responsible, but not limited to the following tasks: Providing IT support and troubleshooting on site and at remote locations Installation of new equipment and technologies Providing a high level of customer service to a wide range of users, including those with minimal IT knowledge Responsible for providing IT support and troubleshooting via telephone and remote support software Liaison with 3rd party software vendors where required Monitoring the helpdesk software for calls logged by staff at all sites, prioritising the calls and ensuring all calls are resolved in a timely and efficient manner. Updating helpdesk calls with status updates and details of call resolutions.
Where appropriate escalating calls within the team Communicating with end-users based at other sites via phone and email to diagnose and resolve faults. Visit other sites to install new IT hardware and resolve faults when required. Assisting with hardware and desktop/server software upgrades. Creation and modification of user accounts.
Using network management software to monitor for hardware and network faults. Installing, configuring and maintaining software and hardware components of computer and network systems Diagnosing and troubleshooting software and hardware issues Repairing and replacing damaged computer and network components Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software Supporting staff whenever they encounter issues with computers and network devices Maintaining and updating technical documentation regularl

Please refer the Job description for details