To provide routine first line support directly to customers as well as support to service engineers where required. This may be over the telephone taking incoming calls, making outgoing calls or by completing account administration for NHS mail and Active Directory accounts.
Working as part of a busy, integrated team you will provide a friendly and professional IT service to everyone you deal with, taking ownership of your own work and engaging fully in departmental improvement plans and processes.
To develop an excellent working knowledge of all standard operating procedures required for the role
To image and prepare hardware for deployment, decommission equipment at end of life, manage local equipment stock levels and, refill lap safes
To have knowledge of Arden & GEM department internal procedures applicable to the role and appropriate national legislation with respect to Information Systems and Data.
To provide and receive complex information, escalating to more senior colleagues where necessary. Always ensure accuracy and detail of assets within asset reporting.
This role will be continually making decisions about technical escalations, reacting to emerging technical situations and dealing with IT issues.
To undertake audits as necessary
Working as part of a large but supportive team, across various operational regions, the IT Service Delivery Team are the front door to AGEM CSU's IT Services. Incorporating remote support, account administration and field engineering services, our established team is the ideal place to start your career in IT. We are passionate about our people and believe in developing our staff to ensure they are committed and valued members of our team. We have a track record of providing a stepping stone to staff progressing within the wider IT Service , along with proven management progression to staff who demonstrate the standards and behaviours we expect within our Service.
• To develop an excellent working knowledge of all standard operating procedures required for the role to enable you to effectively support all customers across any of the current or future regions.
• To image and prepare hardware for deployment, decommission equipment at end of life, manage local equipment stock levels and, refill lap safes
• To take and action calls for Registration Authority, password management, creation of user accounts, system patch updates, NHS mail administration and other routine requests.
• To have knowledge of Arden & GEM department internal procedures applicable to the role and appropriate national legislation with respect to Information Systems and Data.
• Actively engage and participate in the development and implement new ideas, processes and procedures that may improve the services delivered directly to customers, improve the customer experience and/or improve the wellbeing of staff.
• To provide and receive complex information, escalating to more senior colleagues where necessary. Always ensure accuracy and detail of all calls logged and information recorded on systems to ensure the most efficient resolution.
• This role will be continually making decisions about technical escalations, reacting to emerging technical situations and dealing with IT issues.
• Follow standard operating procedures for the progress of calls and provide appropriate feedback to customers, and Arden GEM technical teams.
• To provide Customer Service and technical coverage 24 hours per day 365 days per year on a shift/rota basis.
• The role will be responsible for the installation, preparation and safe use and storage of expensive equipment that will be used by customers and colleagues.
• Provide training of own role to new staff and train customers on the correct use of IT equipment being deployed.
• To undertake audits as necessary to own work .
• The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
This advert closes on Sunday 28 Jul 2024
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