The ICT Department is seeking a friendly and enthusiastic Helpdesk Technician to join the ICT team. The post is part of the first line technical support team providing remote support to users across the Trust.
The post holder will take and respond to support calls logged by phone, or electronically by end users. They will be the first point of contact for all Oxleas staff with regards to IT incidents and problems and will aim to resolve the majority of calls at the first contact. There is a rolling shift rota and so the post holder will be working the following shifts. 08:00-16:00, 09:00-17:00 and 10:00-18:00.
The post holder will need to be able to liaise with all levels of staff throughout the Trust and must be able to work as part of a team and deal with dissatisfied users.
• The post-holder is responsible for providing first line support to all Trust and other supported users
• The post holder is responsible for providing first time fix solutions to IT problems recorded via the IT Service Desk
• The post holder is responsible for re-allocating support calls to other resolver groups when unable to provide a first time fix.
• The post holder will primarily be based at Bracken House, providing remote and telephone based support to users.
• The post holder may be required to provide support onsite support within offices, ward, prisons and other clinical areas if required.
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children’s centres, schools and people’s homes.
We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary’s Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
• We’re Kind
• We’re Fair
• We Listen
• We Care
Key tasks include:
• First and second-line technical support for hardware and software:
• Answering ICT Service desk calls and responding to users
• Explaining problems and technical solutions to users
• Analysis of presented user problems to identify the potential solutions
• Implement technical solutions to resolve user IT problems
• Logging callers jobs on the Service desk system.
The post holder must have
• Have or be working towards A+ certification
• Knowledge of Windows operating systems, networks, e-mail systems, hardware and software.
• Good communication and relationship skills
• Knowledge of hardware components
• Wide understanding of ICT technologies
This advert closes on Sunday 18 Aug 2024
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