Desktop Support Engineer
Description✓Role: Desktop Support Engineer
✓Department: Digital Services
✓Location: Royal Surrey County Hospital, Guildford, GU2 7XX
✓Pay: £17.59ph
✓Hours: Full Time, Monday - Friday
✓Contract: ASAP start required / Initially for 3 months with potential to be extended
✓Purpose:
✓The post holder will provide comprehensive technical expertise and customer support [second line desktop support] in maintaining and expanding the IT service for the Trust and satellite sites across the local health community
✓Summary:
✓The post holder will be responsible for the day to day administration, management and availability of the desktop environment
✓The post holder will also have a good understanding and knowledge of IT gained through demonstrable relevant experience and they will be required to work without supervision at times across multiple locations.
✓Main duties and responsibilities:
✓* To provide high quality 2nd line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes.
✓* To fix hardware and software faults or recommend appropriate solutions, acknowledging and describing the implications for the customer and for internal teams.
✓* To undertake the build, configuration, documentation and integration of new desktop, audio visual devices and printer hardware as part of the Trust’s on-going technology expansion.
✓* To ensure the availability and effective performance of desktop services.
✓* To identify, recommend and implement changes to IT systems to improve capacity and performance and address potential risks as agreed with internal teams and customers.
✓* To build, deploy and repair all devices such as PCs /Laptops/ printers/ scanners/ mobile devices etc
✓and to troubleshoot hardware and applications / all operating system.
✓* To provide specialist support of third party and customised applications.
✓* To be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents are resolved within the agreed performance criteria
✓This will include working in line with the departmental procedures for the prioritisation, escalation and resolution of logged tickets.
✓* Ensure all actions are accurately documented in a timely fashion using the IT Service Management tool and reference libraries for reporting purposes and future reference.
✓* To work in accordance with the IT department’s Service Level Agreements.
✓* To provide remote and on-site support to the Trust’s users across multiple geographical sites
✓Regular planned visit for other satellite sites for fixing second line issues.
✓* To undertake the management of IT Service Centre related projects and tasks as determined by the IT Desktop Services Manager in conjunction, where necessary, with the IT Project Manager[s]
✓* To ensure all operational processes are documented in accordance with Trust and departmental standards and policies.
✓* Handle confidential and sensitive information, both staff and patient, in line with Trust policies and procedures including Information Governance, Data Protection and Caldicott guidelines.
✓* Adhere to all Trust and local policies including the timely completion of Statutory and Mandatory training appropriate to the role.
✓* Ensure own working knowledge is up to date with the latest relevant technologies in the market place.
✓* The role requires the post holder to be a member of the IT On-Call Team, providing out of hours support on a rota basis.
✓* Undertake any other appropriate duties as specified by the IT Desktop Services Manager and/or IT Senior Managers.
✓* To work as part of the IT Service Centre team and Trust to support the technical development of end user devices, specialist printing and audio visual equipment, such that it continues to support the business needs of the organisation Show more →
✓Department: Digital Services
✓Location: Royal Surrey County Hospital, Guildford, GU2 7XX
✓Pay: £17.59ph
✓Hours: Full Time, Monday - Friday
✓Contract: ASAP start required / Initially for 3 months with potential to be extended
✓Purpose:
✓The post holder will provide comprehensive technical expertise and customer support [second line desktop support] in maintaining and expanding the IT service for the Trust and satellite sites across the local health community
✓Summary:
✓The post holder will be responsible for the day to day administration, management and availability of the desktop environment
✓The post holder will also have a good understanding and knowledge of IT gained through demonstrable relevant experience and they will be required to work without supervision at times across multiple locations.
✓Main duties and responsibilities:
✓* To provide high quality 2nd line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes.
✓* To fix hardware and software faults or recommend appropriate solutions, acknowledging and describing the implications for the customer and for internal teams.
✓* To undertake the build, configuration, documentation and integration of new desktop, audio visual devices and printer hardware as part of the Trust’s on-going technology expansion.
✓* To ensure the availability and effective performance of desktop services.
✓* To identify, recommend and implement changes to IT systems to improve capacity and performance and address potential risks as agreed with internal teams and customers.
✓* To build, deploy and repair all devices such as PCs /Laptops/ printers/ scanners/ mobile devices etc
✓and to troubleshoot hardware and applications / all operating system.
✓* To provide specialist support of third party and customised applications.
✓* To be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents are resolved within the agreed performance criteria
✓This will include working in line with the departmental procedures for the prioritisation, escalation and resolution of logged tickets.
✓* Ensure all actions are accurately documented in a timely fashion using the IT Service Management tool and reference libraries for reporting purposes and future reference.
✓* To work in accordance with the IT department’s Service Level Agreements.
✓* To provide remote and on-site support to the Trust’s users across multiple geographical sites
✓Regular planned visit for other satellite sites for fixing second line issues.
✓* To undertake the management of IT Service Centre related projects and tasks as determined by the IT Desktop Services Manager in conjunction, where necessary, with the IT Project Manager[s]
✓* To ensure all operational processes are documented in accordance with Trust and departmental standards and policies.
✓* Handle confidential and sensitive information, both staff and patient, in line with Trust policies and procedures including Information Governance, Data Protection and Caldicott guidelines.
✓* Adhere to all Trust and local policies including the timely completion of Statutory and Mandatory training appropriate to the role.
✓* Ensure own working knowledge is up to date with the latest relevant technologies in the market place.
✓* The role requires the post holder to be a member of the IT On-Call Team, providing out of hours support on a rota basis.
✓* Undertake any other appropriate duties as specified by the IT Desktop Services Manager and/or IT Senior Managers.
✓* To work as part of the IT Service Centre team and Trust to support the technical development of end user devices, specialist printing and audio visual equipment, such that it continues to support the business needs of the organisation Show more →