York and Scarborough Teaching Hospitals NHS Foundation Trust
We have an exciting gateway opportunity for a dynamic individual to join us as a Junior Service Engineer working on a temporary contract for 9 months.
You will be working and gaining experience on two hardworking teams, the Desktop team who are responsible for all end user hardware faults and the Service desk where you will be resolving queries raised by email or self service portal. Both teams provide technical support to a diverse network of 10,000 NHS users covering multiple Health Service locations throughout York and Scarborough.
The post is 37.5 hours per week between 8-5 Mon-Fri based at our offices in Scarborough.
Main duties of the job
The main duty is providing a desktop and online IT helpdesk service to NHS staff, this will involve:
* Resolve and troubleshoot client server environment seeking guidance from the Desktop Team Leader as appropriate.
* Assist the Desktop Engineer in carrying out repairs and maintenance of desktop equipment (software and hardware) including printers, PCs, laptops and handheld devices.
* Be responsible to the Desktop Team Leader for rolling out new Desktop equipment and the replacement of old.
* Resolve hardware issues on an appointment basis.
* Triaging user contacts into the desk via e-mail or self-service Portal.
* Attempting to provide resolutions to a wide variety of technical faults ranging from simple password resets to more complex and novel incidents that cover multiple internal and external IT systems.
* Following established incident management procedures.
* Maintain working relationships with technical teams across multiple sites.
* Being in regular contact with users of varying levels of IT literacy, and also with technical colleagues within the department, and other IT helpdesks.
The ability to keep calm and work under pressure is essential in order to efficiently handle peaks in demand, and reassure users their problem will be dealt with.
Successful candidates will ideally have at least 1 year's experience in an IT Support or Customer Service environment, where they are primarily dealing with people via telephone and e-mail.
Person Specification
Education, Qualifications and Training
* Good standard of education (to A Level / NVQ Level 3 / BTEC level or equivalent).
* Competent to the level of ECDL Advanced.
* Knowledge of all standard desktop software across various versions of Microsoft Office.
* High level of computer literacy gained from use of IT in the workplace or in an academic arena.
* Knowledge of Call Logging systems or similar.
* Willing to undergo training as necessary to undertake role.
* Competent to level of A+ IT diploma qualification.
Experience and Knowledge
* Experience of working with IT in a customer orientated service.
* Experience of providing support for desktop environment.
* Proven experience in working in a pressurised target driven environment.
* Helpdesk experience in similar organisation.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
York and Scarborough Teaching Hospitals NHS Foundation Trust
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