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Detailed job description and main responsibilities

The post-holder will provide Secondline Support, resolving complex IT incidents. Support will be provided both on site and remotely incidents passed from 1st line support.

This role is highly visible, and requires a combination of technical skills, customer care, and business awareness. The post-holder will be required to respond to service desk calls, monitor other routes to the service desk and record incidents following clearly defined procedures, resolving incidents at first point of contact.  Assigned to a ‘zone’ within the County, the post-holder will be responsible for resolving IT issues within the relevant area(s).
Where incidents are more complex in nature the post-holder will be required to investigate possible resolutions until a solution that meets the end-user needs, can be found. At all times, the customer must be kept fully informed of the job reference and indicative resolution time/date.  
Monitoring of calls logged will play a key part of this role, to ensure the fair distribution of tasks and that cover arrangements are agreed within the Team.

The post-holder will actively participate in IT project implementation plans. 

Post-holders will also be required to be on-call.

MAIN DUTIES & RESPONSIBILITIES

1. respond to and resolve 2nd  line incidents passed on from the Service Desk Operators and IT Engineers; investigating and rectifying complex IT issues;

2. deliver an excellent quality, client-focused service;

3. provide advice and expertise on all aspects of IT used within the organisation;

4. provide training and mentorship to new starters or less experienced IT staff in line with the IT Team Skills Development Programme;

5. liaise with relevant third party maintenance company’s, recording and escalating any hardware/software  problems as required; 

6. update the  Service Desk Management System  to support the provision of performance statistics;

7. be proactive in approach to problem management by identifying multiple instances of incidents, researching possible resolutions in in some cases, undertaking a root cause analysis; 

8. record resolution details in the service desk management software selecting the relevant resolution categories;

9. assign unresolved Incidents to the appropriate specialist IT Team/IT product Engineer;

10. communicate with to end-users informing on progress and providing and where possible provide and estimated resolution time;

11. escalate major incidents to Problem Management  and contribute to major incident reviews where appropriate;

12. perform a manual closure of ‘resolved’ incidents, ensuring the customer is satisfied with the resolution before closing the record;     

13. conduct User Satisfaction surveys under the instruction of the Service Desk and Desktop Support Manager;

14. perform Active Directory administration duties;

15. handle fragile components in live environments, replacing live hardware with high degree of precision;

16. create and maintain technical procedures and training documentation for use by members of the IT Team;

17. carry out Email (including MS Exchange NHS Mail) administration duties, such as mail box creation and updating email distribution groups, unlocking NHS Mail accounts, and password resets;

18. On occasion, cover for the Service Desk Operators and IT Engineers; 

19. manage own workload with minimum supervision;

20. contribute to policies and protocols for own work area;

21. work autonomously but within departmental procedures;

22. establish and maintain positive working relationships within the IT Team, key stakeholders and all Trust departments;

23. participate in personal objective setting and reviews that are in line with strategic objectives;

24. attend all mandatory training sessions as required by the Trust.

25. Own a full clean UK driving license