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IT Technician

  • Job reference: IT8
  • Location: Essex
  • Job type: Temporary
  • Area of Expertise: IT
Closes in:
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Job description: Service Care Solutions are recruiting for a Service Desk Technician to work in Essex within the NHS on a temporary agency contract.

Two locations
*Colchester
*Grays Thurrock

The role is home working however, you may need to go into the hospital at some point.

Pay £15.00Ltd (equiv to £12.27PAYE)
the role is inside IR35, you will be paid via an umbrella company weekly.

JOB ROLE
Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions. Providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff.
Support the IT Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.

KEY RESPONSIBILITIES
*To record all incidents and service requests in order to provide good data for Incident and Problem Management
*To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
*Using initiative to resolve incidents, seeking advice as required in line with departmental policies and procedures
*To identify, record and report against non-trust items against which internal customers request service
*To monitor and track all incidents, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
*To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.
*To maintain relationships with interfacing business functions and other IT functions
*To implement escalation procedures as appropriate
*To achieve maximum personal KPI's
*To assist the team in achieving the targets set for the department (SLA's)

TECHNICAL SKILLS
*Ability to use internal systems in relation to the role
*Knowledge of Automatic Call Distributor ACD telephone system
*Active Directory management/administration/maintenance
*Richmond IT Service Management System knowledge/experience
*ITIL awareness
*Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st and 2nd line user queries/resolutions
*Basic Cisco awareness to allow diagnosis through circuit ID's
*Experience of remote fixes, via Remote Desktop Viewer, RDP or other terminal services
*Anti-virus/backup/window update checks/reporting

Please send your CV to andrew.wiles@servicecare.org.uk if this role is of interest