1st Line Support Engineer - Digital Operations

Job overview

We are recruiting for a 1st Line Support Engineer - Digital Operations who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

This is an opportunity to work as part of our Digital Service Desk Team who are vital to ensuring our 6000 IT users working across the East & North Herts NHS Trust sites including Lister, QEII, Hertford and Mount Vernon, have access and supports to the systems required.

1st Line support will include support for various applications and software such as Email, Active Directory, Outlook and Ms Office products. You will be logging calls via Numara Track IT, of which internal training will be provided. The ideal candidate will have previous service desk experience and it would be advantageous to have NHS knowledge.

You will have an excellent telephone manner and communication skills as well as having interpersonal skills, be able to keep calm in busy pressurized situations.  Ability to learn and communicate technical information. You will need to be able to work as part of a team as well as being able to work on your own.

Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!

Main duties of the job

Responsible to record all service desk calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the customer, in line with Service Desk Minimum Data Set requirement.

Perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.

Forward appropriate service desk calls to third party support service providers including any national solutions including NHS Email this to the customer when required.

Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National Email, Managed Print service etc.

Have Local Organisation Administration functionality within the National Email System providing support to all Trust users.

Monitor progress of fault resolution with IT staff, customers and third party maintenance contractors and then invoke escalation procedures when required. Report back to customers when fault resolution is complete and, after resolution, ensure customer satisfaction with the outcome.

Populate and maintain Service Desk call logging system.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role.