IT Service Desk Operative

Job overview

Due to the internal promotion of the current post holder to Junior IT Technician, an exciting opportunity has arisen within the IT Service Desk that supports Trust staff in everyday support issues.

This post is crucial in supporting staff with FAQ's, common difficulties, and time-sensitive queries. This role aims to solve problems at the first point of contact so that Trust staff can continue with their day as soon as possible.

The post holder will be expected to extract the relevant information from the end user to enable them to either resolve the call at the 1st point of contact or furnish the 2nd line support team with the detail they require to resolve the problem.

All calls are to be logged on the Trusts Sunrise Help Desk system and assigned to the correct support team.  There will also be a responsibility for processing user set up and password requests including the audit and processing of leavers and associated tasks.

Main duties of the job

You will need to provide good customer support to all users and to communicate with people at all levels both in writing and on the phone.

An example of the Operative Rota is below, however times may vary between the hours of 8am – 8pm - dependent on service needs.

Week 1 :

Monday – Thursday 9am – 5pm

Saturday & Sunday 9am – 5pm.

Week 2 :

Tuesday - Friday 8am – 4pm.

Week 3:

Monday – Friday 8am – 4pm.

Week 4:

Monday - Friday 12pm – 8pm.

In addition to the advertised pay, this post will attract enhancement payments for the weekend working, in line with agenda for change terms and conditions.

Detailed job description and main responsibilities

• Work as part of a team to resolve IT user issues. • Ensure the helpdesk system and content are up-to-date. • Investigate and resolve issues for users and systems including: Desktops, Printers, Laptops & Networking • Maintain Active Directory, to ensure user information is optimal and secure. • Participate and manage office moves to facilitate a seamless transition. • Log and resolve any 1st time fixes such as password resets, account lockouts and general advice. • Escalate difficult or high impact problems, ensuring regular updates are communicated to staff. • Adhere to and contribute to IT Policies and procedures. • Support with asset tracking to ensure they are up to date. • Creating and maintaining documentations such as installation guides and FAQs. • Facilitate teamwork by documentation management and sharing of work practices.