Job summary
The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).
Customer Services comprises of a Service Desk team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.
This role is working within the Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10, Office 365 and a number of internal applications.
Main duties of the job
Working as a IT Desktop engineer covering 4 main elements of the role:
- Remote fixes
- Site Visits
- Build
- Repairs
About us
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
-
-
- Providing IT second line customer focused support for both clinical and corporate customers
- Ensure all work/ calls are recorded within the call management system through the IT Service Desk
- To be prompt and meticulous in updating of daily Incidents and Request for Service handled into the call management system ensuring all relevant details are captured
- To be responsive and pro-active when investigating and diagnosing incidents by providing telephone remote support to restore normal service as quickly as possible
- Monitoring and tracking incidents, escalating where necessary hierarchical or functionally
- Prioritise, organise and re-classify IT incidents, requests for service and queries, documenting additional information gained and actions carried out in line with the Support Services standards and Digital Services service level agreement
- Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
- Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT
- Responsible for the Installation/ setup, repair and maintenance of workstations, local software, peripherals and telephones in accordance with the Digital Services SLA. Configure settings, network services and printer facilities
- Upgrade, migrate, test and maintain IT hardware, software and peripherals
- Build & Install purchased IT equipment & software applications within agreed timescales documented in the Service Level Agreement
- Provide second line support to customers in troubleshooting, investigating and repairing applications and IT hardware, including desktops/ laptops and related peripherals, ensuring that Agreed Service Levels are met
- Analyse information presented and gained from the customer to enable diagnostics of workstations and peripheral equipment using remote Digital Services approved tools
- Undertake site visits where necessary to rectify software/hardware problems, undertake moves and changes & roll out new hardware for technology refresh/project work
- Responsible for the maintaining the Digital Services antivirus, Sophos console, and data integrity within the call management system
- Ensure all Endpoint asset information is kept up to date
- Escalate calls in jeopardy of failing service level targets to the Endpoint Services Manager
- Assist the Endpoint Specialists with the development of new build images
- Contribute to the creation of second line technical process maps and assist in keeping documentation up to date, making recommendations of service\ documentation improvement to the Endpoint Services Manager
- Provide customer-focused IT service, manage customer expectations by keeping customers informed of progress, provide consistent information\ advice using the appropriate technical language to suit the audience when explaining complex technical resolution or guidance
- Other second line activities as directed to continuously improve service and strive for best practice
- Provide peer training within the Endpoint Engineering team to ensure a multi-skilled team and knowledge transfer
- Presenting a positive image of Digital Services at all times and comply with all Corporate Policy
Job description
Job responsibilities
-
-
- Providing IT second line customer focused support for both clinical and corporate customers
- Ensure all work/ calls are recorded within the call management system through the IT Service Desk
- To be prompt and meticulous in updating of daily Incidents and Request for Service handled into the call management system ensuring all relevant details are captured
- To be responsive and pro-active when investigating and diagnosing incidents by providing telephone remote support to restore normal service as quickly as possible
- Monitoring and tracking incidents, escalating where necessary hierarchical or functionally
- Prioritise, organise and re-classify IT incidents, requests for service and queries, documenting additional information gained and actions carried out in line with the Support Services standards and Digital Services service level agreement
- Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
- Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT
- Responsible for the Installation/ setup, repair and maintenance of workstations, local software, peripherals and telephones in accordance with the Digital Services SLA. Configure settings, network services and printer facilities
- Upgrade, migrate, test and maintain IT hardware, software and peripherals
- Build & Install purchased IT equipment & software applications within agreed timescales documented in the Service Level Agreement
- Provide second line support to customers in troubleshooting, investigating and repairing applications and IT hardware, including desktops/ laptops and related peripherals, ensuring that Agreed Service Levels are met
- Analyse information presented and gained from the customer to enable diagnostics of workstations and peripheral equipment using remote Digital Services approved tools
- Undertake site visits where necessary to rectify software/hardware problems, undertake moves and changes & roll out new hardware for technology refresh/project work
- Responsible for the maintaining the Digital Services antivirus, Sophos console, and data integrity within the call management system
- Ensure all Endpoint asset information is kept up to date
- Escalate calls in jeopardy of failing service level targets to the Endpoint Services Manager
- Assist the Endpoint Specialists with the development of new build images
- Contribute to the creation of second line technical process maps and assist in keeping documentation up to date, making recommendations of service\ documentation improvement to the Endpoint Services Manager
- Provide customer-focused IT service, manage customer expectations by keeping customers informed of progress, provide consistent information\ advice using the appropriate technical language to suit the audience when explaining complex technical resolution or guidance
- Other second line activities as directed to continuously improve service and strive for best practice
- Provide peer training within the Endpoint Engineering team to ensure a multi-skilled team and knowledge transfer
- Presenting a positive image of Digital Services at all times and comply with all Corporate Policy
Person Specification
Qualifications
Essential
- A degree or equivalent or significant experience of supporting Computer Desktop Hardware
- Microsoft Certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Desirable
- Service Desk Institute Analyst certification or equivalent
Experience
Essential
- Working knowledge of Active Directory, users, computers and security groups
- Working knowledge of Microsoft Operating Systems; Windows 10
- Working knowledge of Sophos console, asset management solutions and Citrix
- Working knowledge of Microsoft Office 365
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
- Excellent communications skills (verbally and written)
- Good analytical problem solving skills
- Experience of working effectively as a team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
- Experience of working within an ITIL environment
- A working knowledge of Microsoft System Center Configuration Manager
Skills, Abilities and Knowledge
Essential
- Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult people
- Professional and calm approach at all times, particularly when dealing with difficult situations
- Good customer relationship management skills, enabling customer confidence and empowerment
- A logical approach to problem solving and exercising good judgement
- Good attention to detail
- Prioritises and organise workload in accordance with the Service Level Agreement
- Able to meet targets under pressure
Communications
Essential
- Able to communicate effectively in written and verbal English language
Personal and People development
Essential
- Self motivated
- 'Will do/ can do' attitude
- Flexible with working hours where it is demanded by the role, to meet the needs of the service
Personal Attributes
Essential
- Understand and apply NCH&C vision, values and behaviours
- Be proactive, forward thinking and comfortable working on own initiative
- Share creative and innovative ways of doing things with colleagues
- Take ownership
- Deliver on commitments in a timely way
- Exhibit the necessary level of independence and objectivity required to perform the role effectively
Other
Essential
- Ability to perform moderate physical activity on a frequent basis
- Must hold full and valid UK driving licence and have access to a vehicle
Person Specification
Qualifications
Essential
- A degree or equivalent or significant experience of supporting Computer Desktop Hardware
- Microsoft Certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Desirable
- Service Desk Institute Analyst certification or equivalent
Experience
Essential
- Working knowledge of Active Directory, users, computers and security groups
- Working knowledge of Microsoft Operating Systems; Windows 10
- Working knowledge of Sophos console, asset management solutions and Citrix
- Working knowledge of Microsoft Office 365
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
- Excellent communications skills (verbally and written)
- Good analytical problem solving skills
- Experience of working effectively as a team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
- Experience of working within an ITIL environment
- A working knowledge of Microsoft System Center Configuration Manager
Skills, Abilities and Knowledge
Essential
- Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult people
- Professional and calm approach at all times, particularly when dealing with difficult situations
- Good customer relationship management skills, enabling customer confidence and empowerment
- A logical approach to problem solving and exercising good judgement
- Good attention to detail
- Prioritises and organise workload in accordance with the Service Level Agreement
- Able to meet targets under pressure
Communications
Essential
- Able to communicate effectively in written and verbal English language
Personal and People development
Essential
- Self motivated
- 'Will do/ can do' attitude
- Flexible with working hours where it is demanded by the role, to meet the needs of the service
Personal Attributes
Essential
- Understand and apply NCH&C vision, values and behaviours
- Be proactive, forward thinking and comfortable working on own initiative
- Share creative and innovative ways of doing things with colleagues
- Take ownership
- Deliver on commitments in a timely way
- Exhibit the necessary level of independence and objectivity required to perform the role effectively
Other
Essential
- Ability to perform moderate physical activity on a frequent basis
- Must hold full and valid UK driving licence and have access to a vehicle
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
