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The post holder will provide 2nd Line Desktop Support, resolving complex IT incidents and requests on site and remotely when required. The ability to technically diagnose hardware issues will play a large part of this role along with the requirement of build automation and equipment preparation. This role is highly visible, and requires a combination of technical ability, customer care skills, and business awareness. The post holder will be required to respond to service desk tickets, deal with walk-ins and log incidents and service requests.

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 end-user must be kept fully informed of the job reference status and indicative resolution time/date. Monitoring of tickets 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.

To carry out these tasks in a timely manner to ensure maximum availability and usability of IT systems and services. The post holder will work on their own initiative but will take advice and guidance from the Lead Desktop Support Engineer or the IT Service Delivery Manager if required. You will be expected to develop close working relationships with all members of the Digital Services team. To respond and resolve 2nd line incidents and requests assigned from the Service Desk, investigating, and rectifying complex IT issues.

Provide support of remote sites e.g., peripheral clinics and Trust satellite sites. Delivery an excellent quality, staff-focused service. Provide advice and expertise on all aspects of IT hardware and peripherals used within the trust. Liaise with relevant third-party maintenance/support providers, recording and escalating any hardware/software issues as required.

Deploy all requests for hardware and peripherals thought the trust, ensuring these are deployed within SLA. To prepare and image devices using Microsoft SCCM and or Microsoft Intune ready for deployment, including security and asset making of devices. To maintain and update the Asset database and to also liaise with the Asset Administrator for any discrepancies. To ensure adequate stock levels are maintained and stock replenishment is fulfilled.

Liaise with our End User Compute team to ensure that any build related issues are escalated to them. To assist with new or changes to the trusts corporate build image. Proactively monitor for any devices that have failed updates to ensure these are logged and resolved as soon as possible. Update the Service Desk Management System (ITSM Tool) to support the provision of performance statistics.

Be proactive in the approach to problem management by identifying multiple instances of incidents, researching possible resolutions and in some cases undertake root cause analysis. Update and record resolution details in the Service Desk Management software, ensuring that the relevant resolution category and outcome are completed. Assign unresolved incidents to the appropriate specialist IT Team/person. Communicate with the end user informing them on progress and providing where possible and estimated resolution/delivery time.

Escalate any major incidents to the IT Service Delivery Manager or Digital Operations Lead and contribute to major incident reviews where appropriate. On occasion as and when required provide cover for the 1st or 2nd line support teams during exceptional busy times or to cover absence. Manage own workload with minimum supervision. Contribute to policies, procedures, and protocols for own work area.

Work autonomously but within departmental procedures. Create and maintain technical procedures and training documentation for use by members of the team. Establish and maintain positive working relationships within the Digital Services department, key stakeholders, and all Trust departments. Participate in personal objective setting and reviews that are in line with strategic objectives.

Attend all mandatory training sessions as required by the Trust. To participate in a staff rota covering our core business support hours which is between 8am and 6 pm Monday to Friday excluding bank holidays.