1st line support, Service Desk Technician, Windows 7/8.1, Server /2003 - 2012, Active Directory, Exc
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IT Service Desk Technician - Northamptonshire

  • Job reference: AQIT393
  • Location: Northamptonshire
  • Job type: Temporary
  • Area of Expertise: IT
Job description: My client, a local authority, is currently seeking an IT Service Desk Technician to work an initial 1 month contract in Northampton.

Candidates applying for this roles should have previous experience working in an IT Service Desk environment. If you have any experience specifically with NHS service desk work, this would be highly beneficial.

The Service Desk Technician will be responsible for handling and resolving a high proportion of service desk calls at point of contact and performing complex technical tasks. Work will encompass day-to-day support of services to the IT desktop and network, including all client applications, file-servers, office systems, email, clinical systems, client software and configuration.

The post holder will support the smooth and timely delivery of all areas of IT service management support as defined by the Service Level Agreements (SLAs) and in accordance with ITIL guidelines.

The post holder will be expected to work flexibly to meet the needs of a 24/7 workforce. This will mean working a shift pattern that covers extended hours and may include weekend working.

The Service Desk currently supports circa 4500 end users comprising clinical and support staff covering sites spread across Northamptonshire and the surrounding areas.

Clinical systems supported to include: ICE pathology requesting, EPEX and R4 Dental

National solutions including: SystmOne and NHSMail.

System applications to include: Windows 7/8.1, Server /2003 - 2012, Active Directory, Exchange 2010 and Novell/OES

ESSENTIAL KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Education and Knowledge


* Proven standards of literacy and numeracy (GCSE grade C or above or equivalent).
* One years experience in a relevant IT role,
* Significant practical experience and knowledge of IT systems, network configuration, major applications and desktop support, e.g. Microsoft Office/email.
* Significant experience of customer care and or user support.
* One year experience of supporting and administering an Active Directory environment.
* One year experience of supporting desktop PCs (Windows 7, printers and peripherals).
* One year experience supporting a Local/Wide Area Network

Skills and Competencies

* An understanding of ITIL processes/ experience in ITIL based ITSM.
* Experience of working in a Service Desk environment and awareness of SLAs with business clients and OLAs with internal departments as well as contractual arrangements with third party suppliers.
* Familiar with and able to work within a pressurised environment.
* Ability to work with all levels of staff.
* Must be able to work within agreed parameters and with minimal supervision.
* Ability to work accurately and pay attention to detail.
* Excellent communication skills will be required. This includes developed interpersonal, negotiation, influencing and conflict management skills, where the subject matter is complex and/or sensitive.
* Prioritisation skills with ability to manage multiple strands of work.
* Flexible, enthusiastic and committed

DESIRABLE KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

* Experience in the NHS.
* ITIL foundation qualification.
* Microsoft Certified Professional.
* Knowledge of NHS information needs.

If you are interested in applying for this role, please contact Andy at Service Care Solutions on 01772 208958 or email andrew.quinney@servicecare.org.uk