IT Service Desk Technician

Job overview

Due to the promotion of the current post holder to IT Engineer, the IT Department at Mid Cheshire Hospitals is looking to recruit a 2nd line support technician, who will be able to make a significant contribution within a demanding support environment.

We are looking for a flexible individual and someone who is passionate about IT, and providing excellent levels of service to Trust staff.

This is a great opportunity to work within a fast paced and exciting environment that is continually changing on a monthly basis offering constant challenges and personal development.

The post holder will have the following attributes;-

• Excellent problem-solving & communication skills.
• A professional attitude when interacting with staff, customers, and suppliers, face-to-face and over the telephone.
• Exceptional organisational and time management skills, and able to prioritise your own workload.
• The ability and willingness to work occasional evenings and weekends as and when required.
• The ability to work individually but also to share knowledge with other members of the team and escalate issues within appropriate timeframes.

Main duties of the job

The provision of first and second line support functions in all aspects of IT within the Trust. Specifically, for the Local Area Network (LAN) and Wide Area Network (WAN) including the Service Management of all desktop, laptop and mobile devices over a multiple sites. Typically, this is achieved via the Service Desk function within the Trust, which adheres to pre-defined SLA’s and also Governmental recognized National Standards (ITIL).

You will have good experience of supporting both software and hardware, with good knowledge of Windows Server 2016/2019, Windows 10/11 desktops, Active Directory, networking and PC, Laptop and peripheral support.

A flexible approach to the work ethos will help considerably, including flexibility to working times based on service needs.

A logical and objective approach in dealing with problems will be essential.

Whilst this post participates in the 24-hour shift pattern, the successful candidate will not be expected to participate in this rota for the first 2 months of service.

The standard technician shift times are 8am – 4pm, 9am – 5pm, 2pm-10pm, 10pm – 6am, 6am-2pm, 7 days per week.

As this post will be cover the 24 hours support rota, the post holder will also receive additional enhanced pay rates in line with agenda for change terms and conditions.

The successful candidate will have the ability to travel to all sites that we cover.

Detailed job description and main responsibilities

This role is responsible for ensuring helpdesk tickets are resolved in a timely and efficient manner, either directly or by escalating to other members of the IT Department. You will be required to work with staff at all levels of the organisation.

Reporting to the IT Service Desk Operations Manager, this role will be responsible, but not limited to the following tasks:

• Providing IT support and troubleshooting on site and at remote locations
• Installation of new equipment and technologies
• Providing a high level of customer service to a wide range of users, including those with minimal IT knowledge
• Responsible for providing IT support and troubleshooting via telephone and remote support software
• Liaison with 3rd party software vendors where required
• Monitoring the helpdesk software for calls logged by staff at all sites, prioritising the calls and ensuring all calls are resolved in a timely and efficient manner.
• Updating helpdesk calls with status updates and details of call resolutions.
• Where appropriate escalating calls within the team
• Communicating with end-users based at other sites via phone and email to diagnose and resolve faults.
• Visit other sites to install new IT hardware and resolve faults when required.
• Assisting with hardware and desktop/server software upgrades.
• Creation and modification of user accounts.
• Using network management software to monitor for hardware and network faults.
• Installing, configuring and maintaining software and hardware components of computer and network systems
• Diagnosing and troubleshooting software and hardware issues
• Repairing and replacing damaged computer and network components
• Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software
• Supporting staff whenever they encounter issues with computers and network devices
• Maintaining and updating technical documentation regularly