A positive customer service attitude and focus is important to this role where the post holder will be expected to provide IT advice and guidance, 2nd line IT support and assist with the deployment and installation of end user compute devices across multiple sites of the NHSBSA among other duties.
You should have previous experience of working in a 1st / 2nd line support roles, ideally within a multi-user Active Directory environment. Any additional support experience or practical knowledge of IT technologies and tools such as SCCM, Intune and Azure would be advantageous. Experience of working on large scale device refreshes would also be a distinct advantage.
We have 3 x 12 month fixed term roles, 2 will be based in Newcastle upon Tyne and 1 at Fleetwood. You should be prepared to travel on occasion to support other locations.
Main duties of the job
Managing your own time and work commitments/deadlines. Diagnosing and resolving software and hardware incidents across a range of ICT and software applications and to escalate these to more senior members of the team or the appropriate resolver group as required. Assisting all users with any logged ICT related incident. Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved). Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams. Accurately record, update and document requests using the IT service desk system. Install and configure new ICT equipment. Managing access to applications and technology systems through effective access management (User Account Management). Maintaining a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences. Person Specification
Qualifications
A-Level or equivalent in a computing related subject. Relevant experience of the subject matter. Studying or have recently gained an IT related degree. Qualifications in appropriate IT certification (eg ITIL, TOGAF, Agile, ISTQB, MCP etc). Personal Qualities, Knowledge and Skills
Working collaboratively within a team setting. Working under general direction whilst taking the initiative and responsibility for delivery individual tasks. Managing call closure and escalations. Analysis, investigation and resolution of complex ICT and Audio-Visual issues, within new and existing services to enable business continuity and resolve major incidents. Awareness of digital channel shift and approaches. Experience of ITSM tools, design configuration or operation. Experience
Performing a range of varied work activities in a variety of structured environments. Communicating technical information to both technical and non-technical people. Writing and maintaining system and technical documentation. Strong attention to detail in logging support calls, updating call details and supporting and resolving issues around Desktop hardware and Software and other ICT Peripherals. IT Customer Services background or previous experience in an IT support role. Experience supporting Desktop hardware and Software. Experience of a range of IT operating systems and applications used within a business environment.
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Managing your own time and work commitments/deadlines. Diagnosing and resolving software and hardware incidents across a range of ICT and software applications and to escalate these to more senior members of the team or the appropriate resolver group as required. Assisting all users with any logged ICT related incident. Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved). Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams. Accurately record, update and document requests using the IT service desk system. Install and configure new ICT equipment. Managing access to applications and technology systems through effective access management (User Account Management). Maintaining a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences. Person Specification
Qualifications
A-Level or equivalent in a computing related subject. Relevant experience of the subject matter. Studying or have recently gained an IT related degree. Qualifications in appropriate IT certification (eg ITIL, TOGAF, Agile, ISTQB, MCP etc). Personal Qualities, Knowledge and Skills
Working collaboratively within a team setting. Working under general direction whilst taking the initiative and responsibility for delivery individual tasks. Managing call closure and escalations. Analysis, investigation and resolution of complex ICT and Audio-Visual issues, within new and existing services to enable business continuity and resolve major incidents. Awareness of digital channel shift and approaches. Experience of ITSM tools, design configuration or operation. Experience
Performing a range of varied work activities in a variety of structured environments. Communicating technical information to both technical and non-technical people. Writing and maintaining system and technical documentation. Strong attention to detail in logging support calls, updating call details and supporting and resolving issues around Desktop hardware and Software and other ICT Peripherals. IT Customer Services background or previous experience in an IT support role. Experience supporting Desktop hardware and Software. Experience of a range of IT operating systems and applications used within a business environment.
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