Job Description

• Receive and action service desk calls from system users throughout the Trust.
• To ensure that all calls logged to the support service are accurately and clearly entered and updated in the service desk system.
• Deploy, maintain, and support IT equipment and peripherals to users throughout the Trust, including software installations, maintenance and updates.
• Diagnose and resolve system or user problems, using remote control software, Windows administration tools or by attending the user’s location as appropriate. Create and maintain user accounts and assign appropriate system rights.
• Undertake testing of IT hardware and software prior to installation/rollout within the Trust.
• To provide 1st line IT support to the Emergency Dispatch operation, ensuring that issues are resolved quickly and efficiently minimising any impact on the Dispatch operation.
• To provide 1st line I.T. support to the Trust for Local Area Network, PC’s/Laptop’s and all associated peripherals e.g., printers, PDA’s, wireless technology, scanners, including the installation of Operating Systems, Microsoft and other software applications.
• Analyse, prioritise, and elevate calls to senior staff or 3rd party contractors in accordance with defined IT service desk procedures and policies.
• Organise and prioritise own workload to minimise disruption due to interruptions. Plan and manage routine repairs and upgrades and respond to unexpected faults/failures. Ensure all major issues are escalated to the I.T Manager.
• Modify and administer system user and NHS Mail accounts for departmental and third-party systems in accordance with agreed support procedures.

• Assist in maintaining mid user access to network resources in accordance with Trust policies midand departmental guidance/procedures.
• Provide ad-hoc IT training from basic pc skills, email & internet usage to standard Microsoft applications, to users; providing training material as required and be able to demonstrate his/her own activities of work to new or less experienced members of staff.
• Carry out health checks (anti-virus software and security update status, etc) on pc’s/laptops, and ensure 3rd party contractors also do so, when responding to logged calls. Also, assess IT hardware with regards to being fit for purpose and meeting the business needs.
• Assist the IS&T Service Desk Technicians with data backups, including changing the backup media and recording/reporting on the success/failure of each system backup to the appropriate individual.
• Take part in the departmental on-call rota.
• Assist in the implementation of National, Regional, and local IT related projects as required.
• Assist the IS&T Delivery Managers as required.
• Any other appropriate duties according to the needs of the service and as directed by the IS&T Delivery Manager (Service Desk).

Required Knowledge, Skills, and Abilities