Technical Support Officer
Torbay and South Devon NHS Foundation Trust Torquay
Job overview
Our Technical Support Officer will work as part of our Desktop Operations Team, in order to support and manage our desktop environment and provide a high-quality service to the healthcare community and GP surgeries.
Our key responsibilities of the role are to take ownership of, and resolve, allocated Incidents and service requests raised by users through the IT service desk, provide technical support, and undertake the necessary work required, to implement and deliver to agreed SLA’s and have a high knowledge of IT system and supporting them, Such as Office 365, Windows 10 and 11.
Why work with us - 1 (pagetiger.com)
Main duties of the job- Assist with 2^nd line support via a central service desk ensuring it is maintained to acceptable levels as required
- Provides a high technical level of fault diagnosis support for all desktop equipment and associated specialist peripheral devices. Reports any problems to maintenance companies as necessary
- Build and develop productive working relationships with stakeholders such as clinicians, customer organisations, other technical or non-technical teams, other NHS organisations and external suppliers
- Maintain existing documentation. This includes the creation of installation and user scripts
- Takes responsibility for own workload
- Provides a high technical level of fault diagnosis support for iOS devices. Have an understand that will allow you to diagnose and fault-find issues
- Candidate must have a FULL UK MANUAL DRIVING LICENSE
Working for our organisation
Our Desktop Operations is made up of individuals who have a flexible approach.
The team is very friendly and has years of knowledge and experience we are willing to share.
Detailed job description and main responsibilities- Work closely with the service desk, providing regular updates as required.
- Keep the end user fully updated with progress on outstanding calls on a regular basis.
- Build and develop productive working relationships with stakeholders such as clinicians, customer organisations, other technical or non-technical teams, other NHS organisations and suppliers
- Provide the technical support, and undertake the necessary work required to implement and deliver defined SLA’s.
- To take responsibility of own workload making sure that assigned calls are updated and user are kept up to date at all times.
- Assist the Desktop Operations team with being responsible for management and maintenance of the desktop/end user technology environment
- Accountable to Desktop Operation Team Leaders, Desktop Operations Manager, IT Operations Manager and HIS Director
- Take responsibility for delivering services to contractual SLAs
- Follows all policies in relation to the use of desktop equipment and associated devices. Advise users on the need to follow such policies.
- Responsible for equipment and resources under the ownership of IT operations.
- Plan own workload in order to meet deadlines and SLA's
- Extensive use of common IT products & technologies for supporting the business
- Installs all software ensuring that the legal licensing requirements are adhered to.
- Candidate must have FULL MANUAL UK DRIVING LICENSE
Person specification
Qualifications and Training
Essential criteria- • NVQ level 4 in information technology or equivalent knowledge gained by experience
- • CompTIA A+ Certified
- • Microsoft Certified Professional (MCP) or equivalent qualification
- • MCITP Certification with focus on desktop support, e.g. MCITP: Enterprise Desktop Administrator on Windows 10, or legacy equivalent e.g. MCDST
Knowledge and Skills
Essential criteria- • Technical knowledge of MS operating systems and applications
- • Technical knowledge desktop PC and peripheral hardware
- • Technical knowledge of iOS devices
- • Demonstrable experience of implementing and supporting desktop PCs, laptops, mobile devices and peripherals
- • Experience of supporting end users
- • Sound working knowledge of networking • Knowledge of networking protocols server technologies relevant to the end user computing environment
Special Experience
Essential criteria- • Substantial, proven, relevant experience working within a Desktop environment
- Evidence of Good Communications skills in a previous role.
- • Substantial experience of working in a healthcare IT environment
- evidence of Good Communications skills in an IT role.
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