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The post holder will provide 1st level IT support services as part of the IT Service Desk for all IT Requests / Incidents whilst assisting and supporting the 2nd/3rd level engineers, for IT Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both internally to IT and all IT Users within the Trust.

The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships. They will also liaise with and provide 1st level assistance and support to external suppliers, contractors and other external call centres.

Career Progression pathways and development opportunities: We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. For this role, we offer career pathways to Workspace Engineer. In addition, we offer ongoing training and development in Microsoft products, membership to the BCS.

• Handling of telephone, email and Instant message (IM) requests for service and support Creating, updating, responding, satisfying and closing requests and incidents
• Ensuring all data recorded is complete, accurate and valid Triage of user incidents / requests
• Prioritisation / escalation of calls in accordance with Service Level Agreements (SLA’s) and Operational Level Agreements (OLA’s_
• Identifying current trends that would indicate an underlying problem and draw it to management attention
• Creating and modification of user accounts
• Researching and Trouble-shooting user incidents / requests
• 1st Line Remote support of all user devices *PCs/Tablets/ Mobile Phones) Rostered “Business as Usual” Tasks/Checks
• Up-to-date record keeping, ensuring all data recorded is accurate and creates an audit trail Adherence to all Trust Policies & Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act.

Flexible working: As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 08:00 to 18:00 – you may also be required to work on the out of hours rota, giving you the very best of good work life balance.

We are a small dynamic, hardworking team based in the Bromley and Beckenham area.

About our locations: St Pauls

St Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants. Respond promptly to requests for support/service in person, via telephone, email, IM or other digital method Accurately diagnose, triage and/or resolve technical hardware and software issues Research questions as necessary using available information resources for inclusion into the knowledge base Communicate and advise users on appropriate steps to resolve issues (including workarounds) Accurately log all IT Service Desk interactions through IT Service Desk software and processes Direct or escalate requests, incidents or problems to correct personnel as required, with accurate and triaged information. Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process Participate in regular targeted team meetings and training sessions.

Follow the ITIL method for Service Desk to include:

• Single Point of contact (SPOC)
• Single Point of entry
• Single Point of exit
• Easier for customers
• Streamlined communication channel
• Incident Control: Life-cycle management of all service requests
• Communication: keeping customers informed of progress and advising on workarounds Manage day-to-day relationships and request fulfilment with the users of the Trust
• Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required
• Assist to implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.

The above indicated the main duties of the post, which may be reviewed in the light of experience and developments within the Service. Any review will be undertaken in conjunction with the post holder.

Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business Negotiate with users, including clinicians and managers Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.