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1st Line - Service Desk Technician

Essex - Chelmsford
up to £11.00 per Hour
Job Reference

  • Receive and action service desk calls from system users throughout the Trust. To ensure that all calls logged to the support service are accurately and clearly entered and updated in the service desk system.

  • Deploy, maintain, and support IT equipment and peripherals to users throughout the Trust, including software installations, maintenance, and updates.

  • Diagnose and resolve system or user problems, using remote control software, Windows administration tools or by attending the user's location as appropriate. Create and maintain user accounts and assign appropriate system rights.

  • Undertake testing of IT hardware and software prior to installation/rollout within the Trust, also required undertake surveys and audits as and when necessary.

  • To provide 1st line IT support to the Emergency Dispatch operation, ensuring that issues are resolved quickly and efficiently minimising any impact on the Dispatch operation.

  • To provide 1st line I.T. support to the Trust for Local Area Network, PC's/Laptop's and all associated peripherals e.g. printers, PDA's, wireless technology, scanners, including the installation of Operating Systems, Microsoft, and other software applications.

  • Analyse, prioritise, and elevate calls to senior staff or 3rd party contractors in accordance with defined IT service desk procedures and policies.

  • Organise and prioritise own workload so as to minimise disruption due to interruptions. Plan and manage routine repairs and upgrades and respond to unexpected faults/failures. Ensure all major issues are escalated to the I.T Manager.

  • Create policies regarding equipment renewal, stock control and assigning equipment and contribute to all other policies regarding IM&T work practices and procedures

  • Modify and administer system user and NHS Mail accounts for departmental and third-party systems in accordance with agreed support procedures.

  • Assist in maintaining user access to network resources in accordance with Trust policies and departmental guidance/procedures.

  • Specify and recommend IT hardware/software, liaising with users regarding requirements, and provide guidance, as necessary. Obtain quotations from appropriate suppliers and provide to users, ensuring value for money and take into account quality and reliability in accordance with standards set.

  • Provide ad-hoc IT training from basic pc skills, email & internet usage to standard Microsoft applications, to users; providing training material as required and be able to demonstrate his/her own activities of work to new or less experienced members of staff.

  • Maintain the IT asset register database and associated devices/labels, identifying pc's by unique username and to maintain stock levels through analysing media/consumable usage and predicting future usage.

  • Carry out health checks (anti-virus software and security update status, etc) on pc's/laptops, and ensure 3rd party contractors also do so, when responding to logged calls.

  • Assist the Senior T&T Engineers with data backups, including changing the backup media and recording/reporting on the success/failure of each system backup to the appropriate individual.

  • Training/ Qualifications

Intermediate working knowledge of MS Windows Operating Systems Intermediate working knowledge of Windows 2000/3 Server & Active Directory Knowledge of LAN, WAN, wireless networking and structured cabling topologies.

Intermediate working knowledge of MS Office applications Intermediate working knowledge of PC architecture Intermediate Knowledge of Backup Software (Backup Exec), & Remote Access (RealVNC) software applications Working knowledge of TCP/IP networking.

MCP or equivalent experience

Experience of network management systems and network monitoring.

Experience of computer aided dispatch systems and their associated interfaces.

Experience of radio systems, including analogue and digital services.

Experience of Telephony systems, including analogue and digital service


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