IT Service Desk Engineer

Job overview

Main duties of the job

The IT Service Desk Engineer is the first point of contact for QVH staff to assist in troubleshooting IT technical issues. The IT Service Desk Engineer will contribute towards the provision of a comprehensive IT and network support services to users within the Trust. Ensue Information Management and Technology (IM&T) information is processed in accordance with policies and procedures.Investigates routine enquiries and queries from staff and provides assistance and advice as required. Log and manage IT helpdesk incidents and Service Requests to ensure they have been completed within the specified time based on priority and Service Level Agreements.

Detailed job description and main responsibilities

To be responsible in providing a comprehensive Technical IT Helpdesk service in conjunction with other IT Support Team members, as directed by the Head of IT to include;

• First Line Support: Over the telephone and helpdesk system – resolving Clinical/non-clinical IT problems with guidance/training and technical know-how.
• Second Line Support: Onsite support – resolving clinical/non-clinical IT problems by analysing complex software/hardware factors.

To be responsible for the diagnosis, resolution and maintain computer systems, of hardware and software faults for networked desktops and peripherals.

To be responsible for safe use of equipment other than equipment used personally; safe use of expensive equipment / Installation and/or repair and maintenance of physical assets. To accurately record and responding to users IT support desk tickets, managing the number of calls and prioritising calls depending to the severity.

To be jointly responsible for ensuring that regular system back-ups are carried out, for maintaining and checking back-up logs and restoring files as required in conjunction with the IT Deputy Manager / Head of IT.