Job summary
This is an exciting opportunity for an individual looking to build a career in IT with a dynamic, customer service driven and professional IT Service Delivery Team.
Working as part of a close and cooperative team, this role involves providing IT support to our customers who use a wide variety of applications on a number of different platforms.
As well as having a solid knowledge of IT Applications such as Windows 10, Outlook, you will have excellent Customer Service and Interpersonal skills. You will be able to demonstrate a good attention to detail, be able to problem solve, manage your own time well and the ability to communicate at all levels.
An understanding of the Service Desk function and its role within IT would be beneficial and experience working within a Desktop Support role is essential.
Main duties of the job
- Providing excellent 2nd line technical support on all aspects of hardware, software and peripherals to users at all levels.
- Demonstrate excellent troubleshooting and diagnosis skills, escalating where appropriate to 3rd line internal and external support teams.
- Ensuring all service requests are logged and documented accurately and that the customer is updated on a regular basis.
About us
This role is based at our Oxfordshire branch but you will be supporting our customers and staff across the whole of Oxfordshire.
Job description
Job responsibilities
- Delivering the highest level of customer satisfaction and service.
- Meeting defined performance targets.
- Installation of Infrastructure equipment.
- To promote and champion the use of industry best practices in the fields of deskside support and customer service.
- Ensure all process and policies are adhered to for the successful delivery of the service, suggesting improvements where appropriate.
- Perform on-call duties as required.
- Assist network data cable patching.
- Provide 2nd line remote fix support as and when required by IT Services Management.
- Active Directory use and maintenance including OU structure, group policy and the assignment of rights and access New User setup for example.
- To provide basic-level user based training following installation of desktop and peripheral equipment (raising user awareness of additional support materials and knowledge bases).
- Responsible for supporting the provision of a high quality, efficient and customer focused field-based IT support service to a broad range of customer groups.
- Support the creation, maintenance, and update of IT user guides.
- Ensure, friendly, courteous, and effective communication with customers to ensure their needs are met in a professional manner.
Job description
Job responsibilities
- Delivering the highest level of customer satisfaction and service.
- Meeting defined performance targets.
- Installation of Infrastructure equipment.
- To promote and champion the use of industry best practices in the fields of deskside support and customer service.
- Ensure all process and policies are adhered to for the successful delivery of the service, suggesting improvements where appropriate.
- Perform on-call duties as required.
- Assist network data cable patching.
- Provide 2nd line remote fix support as and when required by IT Services Management.
- Active Directory use and maintenance including OU structure, group policy and the assignment of rights and access New User setup for example.
- To provide basic-level user based training following installation of desktop and peripheral equipment (raising user awareness of additional support materials and knowledge bases).
- Responsible for supporting the provision of a high quality, efficient and customer focused field-based IT support service to a broad range of customer groups.
- Support the creation, maintenance, and update of IT user guides.
- Ensure, friendly, courteous, and effective communication with customers to ensure their needs are met in a professional manner.
Person Specification
Education
Desirable
- ITIL Foundation Level Certificate
Knowledge & Experience
Essential
- Degree (or equivalent) in IT, Information Systems, related subject, or 2 years in a relevant role
- Good general level of education to GCSE or equivalent, particularly in English and Mathematics
Desirable
- Microsoft Desktop Support Technician Certificate (MCDST) (Windows 7 / 10) or equivalent
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspirational
- Collaborative
- Insightful
- Respectful
Knowledge & Experience
Essential
- Evidence of continuing professional development
- Evidence of general knowledge and experience in supporting hardware, operating systems and applications
- Good understanding of PCs and peripheral hardware, Microsoft Office applications, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser applications, Service Desk systems, Microsoft Windows client OS, Basic Network troubleshooting, IT Security basics, ITSM tools, e.g. TOPdesk.
Desirable
- Knowledge of Primary Care and Clinical Commissioning environment
Skills & Capabilities
Essential
- Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
- Able to work in a team with good interpersonal skills including tact and discretion
- Ability to accurately follow documented procedures
- Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
- Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
- Self-motivated with the ability to motivate and empower others to achieve specific goals
- Drive, passion and enthusiasm, with the ability to relate well with other members of the team
- Frequent manual handling of IT equipment including PCs, Servers and Racks
- Ability to deal with variations in workload and an unpredictable work pattern
Skills & Capabilities
Essential
- Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required
- Excellent verbal and telephone communication skills
- Full Driving Licence
- Demonstrate a commitment to undertake further training and development as agreed with line manager
- Frequent requirement to re-prioritise work and resources
- Periods of intense concentration required when diagnosing and resolving complex IT service issues
- Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job)
- Regular requirement to work in pressurised environment and manage competing priorities with resource challenges
Person Specification
Education
Desirable
- ITIL Foundation Level Certificate
Knowledge & Experience
Essential
- Degree (or equivalent) in IT, Information Systems, related subject, or 2 years in a relevant role
- Good general level of education to GCSE or equivalent, particularly in English and Mathematics
Desirable
- Microsoft Desktop Support Technician Certificate (MCDST) (Windows 7 / 10) or equivalent
Values & Behaviours
Essential
- Patient First - Customer Excellence
- Aspirational
- Collaborative
- Insightful
- Respectful
Knowledge & Experience
Essential
- Evidence of continuing professional development
- Evidence of general knowledge and experience in supporting hardware, operating systems and applications
- Good understanding of PCs and peripheral hardware, Microsoft Office applications, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser applications, Service Desk systems, Microsoft Windows client OS, Basic Network troubleshooting, IT Security basics, ITSM tools, e.g. TOPdesk.
Desirable
- Knowledge of Primary Care and Clinical Commissioning environment
Skills & Capabilities
Essential
- Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
- Able to work in a team with good interpersonal skills including tact and discretion
- Ability to accurately follow documented procedures
- Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
- Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
- Self-motivated with the ability to motivate and empower others to achieve specific goals
- Drive, passion and enthusiasm, with the ability to relate well with other members of the team
- Frequent manual handling of IT equipment including PCs, Servers and Racks
- Ability to deal with variations in workload and an unpredictable work pattern
Skills & Capabilities
Essential
- Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required
- Excellent verbal and telephone communication skills
- Full Driving Licence
- Demonstrate a commitment to undertake further training and development as agreed with line manager
- Frequent requirement to re-prioritise work and resources
- Periods of intense concentration required when diagnosing and resolving complex IT service issues
- Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job)
- Regular requirement to work in pressurised environment and manage competing priorities with resource challenges
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).
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