ICT Service Desk Engineer

£10.00 - £14.00/hour
10 Jun 2017
10 Jul 2017
Contract Type
Full Time
The ICT Service Desk Engineer will report to the ICT Service Desk Team Lead and will be part of a team that supports the ICT infrastructure, which comprises over one hundred sites.

* The post holder will be required to function effectively in a busy customer focused and technically challenging environment within ICT Services.

* The post holder will work as part of the Service Desk Team within ICT Services and will undertake 'first-line' technical ICT support to all client computer users and users of ICT systems and services

* Respond to and wherever possible resolve at the first point of contact, incidents involving information systems and related equipment used at the workplace.

* Provide assistance to users to enable them to make the most effective use of ICT systems and equipment, and to minimise the impact of ICT problems on the business of the Health Board, on patient care and on those working to deliver healthcare services.

* Ensure that all requests to the Service Desk Team, however received, are logged in a detailed and accurate manner on the ICT Services call-logging system, and a reference supplied to the requester wherever possible.

* Ensure that service levels are maintained by managing and contributing to the speedy resolution or progression of calls assigned to the Team.

* Ensure the prompt allocation of unresolved calls to other ICT Services teams or to third parties as appropriate, ensuring that users are advised of the action taken.

* Use judgement to set priority for resolution of calls, monitor progress and apply escalation procedures for problems not progressing satisfactorily.

* Provide network and e-mail account management and account creation services.

* Monitor systems and services and respond promptly to system failures, ensuring initial logging of incidents, notification of users and/or systems managers, diagnosis and resolution of problems and escalation to ICT Services Managers where necessary, and as appropriate.

* Undertake the advertising and notification of downtime to IT Services and Trust staff when required.

* Be vigilant in monitoring and reporting incidents involving malicious software or activity or unauthorised access to Health Board systems or the network.

* Be vigilant in monitoring and reporting incidents involving unauthorised physical access to ICT Services work areas.

Skills/experience required -

Excellent Service Desk Experience

Good Customer Service skills

This role is to start asap and will pay £10-11 p/h PAYE or £12-14 p/h Umbrella/Deemed Payroll