Senior IT Service Desk Engineer

at  West Midlands Ambulance Service University NHS Foundation Trust

Providing assistance and technical support on a daily basis on the IT Service Desk. Answering calls to the department, logging them within the Service Desk and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution. Ensure onsite support for Trust sites is provided in an effective and efficient manner. Ensuring that customer calls are handled in accordance with the Service Desk call management procedures (this includes full and accurate call notes).
Providing the IT Support Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis. Monitoring outstanding support requests against customer SLAs, prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.
Managing customer complaints ensuring they are escalated as appropriate. Supervises junior support staff on a daily basis. Works under own initiative to diagnose and resolve hardware and software faults across all Trust systems. Providing a responsive and effective hardware, software, network and phone support in accordance with department service level agreements across the Trust.
Scheduling the installation of equipment for users in accordance with Trust standards and service levels. Works with IT staff to deploy systems and projects within the organisation, including on-going support. Management and installation of communication and computer systems. Maintains security and integrity of all IT Systems and Equipment.
Creating, deleting and maintaining user accounts on various systems. Production and maintenance of both technical and user documentation and procedures where required. Provides technical training to other IT staff on Trust systems if required Ensures adequate backups of Data Information are taken and are available for Trusts systems. Ensures IT computer rooms and storerooms are kept neat and tidy and that all equipment is catalogued according to stock control procedures and the Trusts policies.
Prepares and carries out preventative maintenance schedules for other support staff. Ensures all IT equipment and system deliveries are recorded on the electronic stock control system and stored in the appropriate location. Maintains knowledge of current developments within the IT industry and advises on how they can be utilised by the Trust. Takes part on IT Hardware and Software Audits when requested and updates Trusts electronic records.
Works in accordance with the Trusts Management Systems, including Health and Safety, Quality and Environment. Ensures compliance with relevant legislation e.g. Data Protection Act, Computer Misuse Act, Copyright Act and Caldicott. Complies with all Trust Policies.
Extended use of computer systems office and computer room based. Lifting and manual handling of IT equipment including PCs and other large, heavy items on a daily basi

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