IT Support Technician

at  Sheffield Health and Social Care NHS Foundation Trust

To answer incoming calls in a professional, courteous and timely manner To log any reported incidents or requests for change using the in-house call management software, ensuring best practice information gathering is completed and the ticket updated. To attempt first time fix on any reported incidents, ensuring that details of all attempted fixes and their results, are recorded in the ticket. To allocate support tickets to the relevant support teams with the appropriate level of information to assist with onwards problem resolution. To log support calls and co-ordinate service incidents and change requests, with third party suppliers / other organisations.
To proactively maintain regular communication with users who have logged tickets, keeping them informed of progress and informing them when jobs have been assigned to other support functions. To deal with incoming: Emails into the Service Desk email account, responding to and forwarding messages within agreed targets for response, logging and processing queries as appropriate Correspondence and forms using initiative as appropriate. Hardware and deliveries into the IT Services department Callers into the IT Services departmen

Please refer the Job description for details