Job summary
Job Overview
Provide 2nd level support service as part of a team within the Service Delivery function, ensuring that our users both internal and external, have the best possible experience and outcomes.
The post will primarily focus on the core sites of the Trust, although where necessary may support/supplement remote site where a Trust vehicle for traveling can be provided.
Under the direction of the Workspace Manager, provide second line support for all Trust devices/systems
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. For this role, we offer career pathways to Senior Workspace Engineer. In addition, we offer ongoing training and development in Microsoft products, membership to the BCS.
Main duties of the job
Maintain a good working relationship with all site/department/ward administrators within your specified remit.
- Manage incidents/requests for your specific area of support/service to agreed SLA/OLA and maximum efficiency
- Accurately diagnose and resolve technical hardware and software issues
- Direct or escalate requests, incidents or problems to correct personnel as required, with accurate and triaged information
- Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process
- Research questions as necessary using available information resources for inclusion into the knowledge base
- Communicate and advise users on appropriate steps to resolve issues
- Assist with Office moves and changes
- Accurately log all support/service interactions through ICT Contact Centre Software and processes
- Respond promptly to requests for support/service in person, via telephone, email, IM or other digital method
- Participate in regular team meetings
- Attend and contribute in regular appraisal and personal development meetings
- Undertake statutory Trust and job specific training
About us
Flexible working:
As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 08:00 to 18:00 - you may also be required to work on the out of hours rota, giving you the very best of good work life balance.
About us:
We are a small dynamic, hardworking team based in London and the Bromley area.
About our locations:
Maudsley Hospital (headquarters)
Our Trust headquarters is located at Denmark Hill less than 5 minutes from the train station (zone 2) and is within walking distance from the beautiful green spaces of Ruskin park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.
Job description
Job responsibilities
Under the direction of the Workspace Manager, provide second line support for all Trust devices/systems
Assist with Project work as assigned by Workspace Manager
Ensure that all tickets within work queues associated with the team are appropriately handled and completed in a responsive, timely fashion to a satisfactory standard that meet the needs of our customers.
In accordance with ITIL best practice for Request and Incident Management, investigate research and resolve the end users requests/incidents in a responsive manner. This may be achieved by physical site visit or remotely by accessing the users device, the exact method being instigated by the post holders knowledge, skill and diagnostic judgement taking in to account the needs of customers and following consultation with the Desktop Services Manager.
In accordance with ITIL best practice for Release and Deployment Management, assist in the installation, configuration and testing of both existing and new combinations of hardware and software.
In conjunction with Workspace Manager undertake the installation, modification and upgrade of both hardware and software to existing user devices in accordance with Trust policies and procedures.
Undertake in the re-provisioning of IT Service to relocated departments/wards/services as required by the Trust.
In accordance with ITIL best practice for Service Asset Management and configuration, materially assist in Asset Lifecycle Management including, but not limited to, the maintenance of CMDB records.
If required, participate in the ICT On-Call Roster and respond to automated device alerts and calls for assistance in accordance with the defined policies and procedures.
To broaden the post holders knowledge and experience, this post will periodically be rotated to other locations supporting a different user base.
Job description
Job responsibilities
Under the direction of the Workspace Manager, provide second line support for all Trust devices/systems
Assist with Project work as assigned by Workspace Manager
Ensure that all tickets within work queues associated with the team are appropriately handled and completed in a responsive, timely fashion to a satisfactory standard that meet the needs of our customers.
In accordance with ITIL best practice for Request and Incident Management, investigate research and resolve the end users requests/incidents in a responsive manner. This may be achieved by physical site visit or remotely by accessing the users device, the exact method being instigated by the post holders knowledge, skill and diagnostic judgement taking in to account the needs of customers and following consultation with the Desktop Services Manager.
In accordance with ITIL best practice for Release and Deployment Management, assist in the installation, configuration and testing of both existing and new combinations of hardware and software.
In conjunction with Workspace Manager undertake the installation, modification and upgrade of both hardware and software to existing user devices in accordance with Trust policies and procedures.
Undertake in the re-provisioning of IT Service to relocated departments/wards/services as required by the Trust.
In accordance with ITIL best practice for Service Asset Management and configuration, materially assist in Asset Lifecycle Management including, but not limited to, the maintenance of CMDB records.
If required, participate in the ICT On-Call Roster and respond to automated device alerts and calls for assistance in accordance with the defined policies and procedures.
To broaden the post holders knowledge and experience, this post will periodically be rotated to other locations supporting a different user base.
Person Specification
Qualifications/Education
Essential
- Good level of general education, preferably to GCE/GCSE level standard
- Professional IT qualification (e.g. MCP/MCSE or MCDST/A+) or sufficient equivalent experience
- In possession of a full, clean, manual and current Driving Licence.
Desirable
- ITIL v 3 Foundation
- Evidence of further professional development
Experience
Essential
- Relevant experience in supporting users with various Operating Systems/ Devices
- Sufficient and appropriate experience of providing 1st/2nd level Operational Services support in a corporate networked environment
- Experience of working to Service Level Agreements / Operational Level Agreements
Desirable
- Use of ITIL in a Service Desk environment
Knowledge / Skills
Essential
- Excellent Customer Service Skill
- Customer focused with good verbal communication skills
- A sound working knowledge of: o PC hardware architecture and networking o Asset Management o Remote Access/Control o Software deployment o Windows 7 / 10 Enterprise o Office 2010 & 2016 o Office 365 suite including Teams o Active Directory o Printers and Multifunction devices (Inkjet/LaserJet/scanners) o PDA's & Projectors o Tablets, iPads and Android o TCP/IP o VOIP & ISDX Telephone Systems o Patching Network equipment o Audio Visual equipment
- Understanding of ITIL and key principles
- The ability to work on occasion longer hours to get the job completed for deadlines
- Ability to communicate effectively with all levels of staff within the Trust both verbally and in writing.
- Ability to organise and prioritise their workload in consultation with the Workspace Manager ensuring all priorities are met
- Ability to produce /maintain clear precise records
- Analyse, interpret and understand user data formulating it into a usable ICT incident/request
Desirable
- Express / translate complex issues in an easily understood manner to a range of audiences
- Excellent analytical and report writing skills
- Facilitation of a customer focused culture within a team
- Lifting of moderately heavy IT equipment e.g. networked printers
Driving License
Essential
Person Specification
Qualifications/Education
Essential
- Good level of general education, preferably to GCE/GCSE level standard
- Professional IT qualification (e.g. MCP/MCSE or MCDST/A+) or sufficient equivalent experience
- In possession of a full, clean, manual and current Driving Licence.
Desirable
- ITIL v 3 Foundation
- Evidence of further professional development
Experience
Essential
- Relevant experience in supporting users with various Operating Systems/ Devices
- Sufficient and appropriate experience of providing 1st/2nd level Operational Services support in a corporate networked environment
- Experience of working to Service Level Agreements / Operational Level Agreements
Desirable
- Use of ITIL in a Service Desk environment
Knowledge / Skills
Essential
- Excellent Customer Service Skill
- Customer focused with good verbal communication skills
- A sound working knowledge of: o PC hardware architecture and networking o Asset Management o Remote Access/Control o Software deployment o Windows 7 / 10 Enterprise o Office 2010 & 2016 o Office 365 suite including Teams o Active Directory o Printers and Multifunction devices (Inkjet/LaserJet/scanners) o PDA's & Projectors o Tablets, iPads and Android o TCP/IP o VOIP & ISDX Telephone Systems o Patching Network equipment o Audio Visual equipment
- Understanding of ITIL and key principles
- The ability to work on occasion longer hours to get the job completed for deadlines
- Ability to communicate effectively with all levels of staff within the Trust both verbally and in writing.
- Ability to organise and prioritise their workload in consultation with the Workspace Manager ensuring all priorities are met
- Ability to produce /maintain clear precise records
- Analyse, interpret and understand user data formulating it into a usable ICT incident/request
Desirable
- Express / translate complex issues in an easily understood manner to a range of audiences
- Excellent analytical and report writing skills
- Facilitation of a customer focused culture within a team
- Lifting of moderately heavy IT equipment e.g. networked printers
Driving License
Essential
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
