Bank - Digital Service Desk Engineer

Job overview

To manage and maintain the department’s customer call logging system, ensuring all incident and service request calls are accurately logged and appropriately managed and escalated. Be the first point of contact for our Trust colleagues with regard to faults and incidents associated with using our infrastructure, communications and core corporate applications. You will need to be able to communicate excellently with all levels of staff and liaise with third party suppliers, be presentable, and willing to help and learn. The post holder is required to support the Service Desk Manager in the delivery of all other Service Desk related activities.

Main duties of the job

Managing the ICT Service desk telephone calls. Complete user and resource request forms. Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures. Escalating any incidents and service requests that you can’t resolve, to senior members of staff. Have a 'service orientated' approach to work, with excellent customer service skills. To work as a member of a team, encouraging knowledge sharing. Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs.

Detailed job description and main responsibilities

Managing the ICT Service desk telephone calls. Complete user and resource request forms. Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures. Escalating any incidents and service requests that you can’t resolve, to senior members of staff. Have a 'service orientated' approach to work, with excellent customer service skills. To work as a member of a team, encouraging knowledge sharing. Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs. Follow agreed plans, procedures and instructions to complete tasks and activities. Work to defined deadlines as part of a team and on an individual basis to deliver technical service within the Service Level Agreements. Quick and accurate advanced keyboard skills required for computer related tasks. Safe transportation of IT equipment making use of trolleys and Trust vehicles as required. Ensure all installations & removals are documented in the agreed manor. Participates in the auditing of hardware and software ensuring that trust asset registers are maintained. Advise Trust colleagues on internal procedures and processes. Assist in the development and management of internal documentation. To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality ICT service. Offer expert advice to managers and users when they have a particular interest in a product, using persuasive techniques/dialogue to allow them to understand that Digital Services do not support all products out there in the commercial market, and that we have to adhere to our internal technical guidelines and standard, using the most suitable and compatible products for our networks. Liaising on a daily basis with internal Digital Services colleagues and users providing updates as necessary. Promote technical knowledge and understanding of the IT Equipment purchased and the use within the organisation – ensuring the customer receives the best experience from their chosen product. Attending training opportunities that may arise internally and externally. Attending Appraisals with the Service Desk Manager. Providing training to end users with regards to equipment purchased, if necessary sending user manuals out to staff via email. Face to face discussions are needed on occasion to support the user to offer advice and technical knowledge of the product to resolve any technical issues that may arise. The post-holder will be responsible for working within departmental standards and protocols, however when issues arise the post holder should use their own initiative to feedback proposed changes to current processes to ensure the most efficient service is provided to our users. Post-holder will be required to sit at their desk for long periods to work on the service desk and any other administrative work as part of their daily duties. Post-holder will also make sure that the devices are asset-tagged before they are ready for delivery to customers \ end users.