Job summary
**Window 11 Experience and knowledge essential **
The Deskside Specialist is a key member of the Deskside team. The postholder will be primarily responsible for managing and executing the migration of our Trust's computing devices from Windows 10 to Windows 11. This role requires a thorough understanding of Microsoft environments, excellent problem-solving skills, and a strong customer service orientation.The post-holder will work closely with other teams within the department to resolve issues. The role incorporates customer care, vendor or relationship management, operations and communications co-ordination.
Main duties of the job
Conduct a detailed assessment of current hardware and software configurations toensure compatibility with Windows 11 requirementsoPlan and implement the migration process from Windows 10 to Windows 11 acrossvarious departments within the organisationoTroubleshoot any issues arising during and after the migration, providing timely andeffective resolutionoWork closely with the Digital support team to ensure seamless communication andminimal disruption to end-usersoProvide technical support and guidance to users on new features and changesassociated with Windows 11oDocument all technical procedures related to the migration process, including issueresolution and post-migration supportoMaintain and update system documentation and inventoryoParticipate in training sessions and workshops to enhance team knowledge andefficiency.oEnsure compliance with company policies and data security requirements throughout the migration process.
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Job description
Job responsibilities
Kindly refer to the job description and person specification that is attached to the vacancy profile.
Job description
Job responsibilities
Kindly refer to the job description and person specification that is attached to the vacancy profile.
Person Specification
Qualifications
Essential
- oA Level qualification or equivalent
Knowledge
Essential
- oDesktop and Laptop PC's
- oOther mobile technologies
- oWindows O/S environment
- oMS Office
- oMS Project & Visio
- oActive Directory (User/Computer Account management)
- oMobile device management
- oBuild/imaging software
- oOperation of helpdesk call logging software
Experience
Essential
- oA minimum of 1 years' experience in a customer services role providing both IT helpdesk and applications support services.
- oExperience of dealing with external suppliers or contacts.
- oExperience of supporting colleagues at different levels with IT issues
- oExperience of small to medium sized projects and project teams
- oWorking on an ITIL based service desk
- oExperience of complaints handling
- Windows 11 experience
Skills
Essential
- oAble to demonstrate empathy, understanding and ownership when receiving users issues
- oStrong communication skills at all levels, and able to inspire confidence
- oStrong problem-solving skills
- oOrganised and attentive to detail
- oSystematic approach to problem solving
- oA clear logical thinker who works in a structured way
- oA questioning approach to issues and problems
- oTeam Player
- oNumerate with analytical ability
- oFlexible in approach to work, must be flexible to work additional hours and weekends to support business operations
- oGood Microsoft Office, Word, Excel, Project skills
- oResilient and able to handle complaints effectively
Effort and Environment
Essential
- Physical Effort: oRequirement to use VDU equipment more or less continuously on most days
- oRequired to work on the telephone for long periods
- Emotional Effort: oPressured support environment
- oDealing with complaints and escalations from various levels of staff
- oWorking in a busy call centre environment, with a queue of outstanding callers
Personal Characteristics
Essential
- oComfortable working as part of a team
- oSelf motivated
- oAbility to maintain good working relationships within and outside the Trust
- oBe able to identify own limits and ask for help
- oAbility to manage and cope with high levels of change
Person Specification
Qualifications
Essential
- oA Level qualification or equivalent
Knowledge
Essential
- oDesktop and Laptop PC's
- oOther mobile technologies
- oWindows O/S environment
- oMS Office
- oMS Project & Visio
- oActive Directory (User/Computer Account management)
- oMobile device management
- oBuild/imaging software
- oOperation of helpdesk call logging software
Experience
Essential
- oA minimum of 1 years' experience in a customer services role providing both IT helpdesk and applications support services.
- oExperience of dealing with external suppliers or contacts.
- oExperience of supporting colleagues at different levels with IT issues
- oExperience of small to medium sized projects and project teams
- oWorking on an ITIL based service desk
- oExperience of complaints handling
- Windows 11 experience
Skills
Essential
- oAble to demonstrate empathy, understanding and ownership when receiving users issues
- oStrong communication skills at all levels, and able to inspire confidence
- oStrong problem-solving skills
- oOrganised and attentive to detail
- oSystematic approach to problem solving
- oA clear logical thinker who works in a structured way
- oA questioning approach to issues and problems
- oTeam Player
- oNumerate with analytical ability
- oFlexible in approach to work, must be flexible to work additional hours and weekends to support business operations
- oGood Microsoft Office, Word, Excel, Project skills
- oResilient and able to handle complaints effectively
Effort and Environment
Essential
- Physical Effort: oRequirement to use VDU equipment more or less continuously on most days
- oRequired to work on the telephone for long periods
- Emotional Effort: oPressured support environment
- oDealing with complaints and escalations from various levels of staff
- oWorking in a busy call centre environment, with a queue of outstanding callers
Personal Characteristics
Essential
- oComfortable working as part of a team
- oSelf motivated
- oAbility to maintain good working relationships within and outside the Trust
- oBe able to identify own limits and ask for help
- oAbility to manage and cope with high levels of change
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.
