Senior Service Desk Engineer

Job content

Division: Corporate

Care Group: IT

Band: 5

Salary: £25,655 - £31,534 per annum/pro rata

Interview Date: Week commencing 17th January 2022

We are recruiting for an Senior Service Desk Engineer who shares our ambition and vision to deliver the Best of Care by the Best People and has the drive to take us forward, by ensuring that the Trust continues to be the first choice for patients and our staff.

Medway NHS Foundation Trust (MFT) is seeking to implement a new Electronic Patient Record (EPR). The EPR will be implemented across the Trust in order to improve quality & safety and to enable efficient working practises, leading to better patient experiences and staff experience.

The EPR implementation forms an integral part of our innovative and exciting digital transformation strategy that will provide a comprehensive digital experience, incorporating the full range of functionality required to deliver excellent patient care.

Our values areBold,Every Person Counts,Sharing and Open andTogether. It is important that you understand and to refer to our values when completing your application and always reflect our values throughout your employment with the Trust.

We are committed to endorsing diversity, multiculturalism, and inclusion; our policies / procedures ensure that all applicants are treated fairly at every stage of the recruitment process.

To contribute to our exciting future and become part of our team, apply today.

Here at Medway, we pride ourselves on working together as one to ensure that our shared vision of Better, Best, Brilliant is achieved. Our culture and values are what drives the Trust and is the heartbeat of who we are as an organisation.

Our Trust is a great choice for people who want to develop their career in an ambitious environment. Our employees are able to choose the coverage and supplemental benefits that best fit their needs and those of their families.

The Trust is taking take positive action to ensure that we can recruit and retain people from under-represented groups to support the Trusts commitment to a diverse and inclusive workforce.

All staff at Medway comply the Trust’s and the Kent and Medway Safeguarding Board’s policies on safeguarding children, young people and vulnerable adults.

Duties will include first line incident break/fix support, managing service requests, such as software installations and end user set-up and configuration. As a member of the IT support team the role will represent IT Services to the majority of the Trust’s IT users, and as such the post-holder will require good technical skills, and the professionalism and initiative to resolve problems as efficiently as possible. They will be able to work flexibly in a fast paced working environment, with excellent communication skills and a proven track record of developing productive relationships with a range of key stakeholders.

The role will require technical investigation and resolution of logged incidents or problems, and supporting implemented solutions and services to agreed SLA’s. You will be taking a variety of support calls, aiming to fix all technical issues remotely or in person so a natural flair for problem solving is essential.

The successful applicant will have a good knowledge of MS Windows Operating Systems, Active Directory, Cisco AnyConnect VPN, McAfee EPO, PC / Laptop & Printer Hardware and Microsoft Products, as well as experience of clinical IT systems.

Monitor call queue, ensuring customer service levels are maintained, highlighting any potential issues or exposures to the IT Service Delivery Manager.

Where necessary, deputise for the IT service Delivery Manager.

Identify repeat calls, and escalate so solutions can be implemented to reduce or eliminate those repeat calls.

Ensure the configuration management data base (CMDB) is regularly updated with all hardware and software configuration items to support accurate inventory records.

Receive all incoming customer support calls in a friendly and professional manner ensuring the details of the problem are recorded clearly and concisely within the IT service desk system. Call logs must be sufficiently detailed to allow the recipient to take action to resolve the problem.

Assess incoming calls in terms of which team or individual should resolve it and provide details to the relevant officer for action on the IT service desk system.

Act as the focal point of communications for the customer to keep them informed of progress, resolution dates, escalation paths and advice from suppliers and ensure that any problems are dealt with proactively.

Undertake the administration and validation of user accounts for network login, NHSmail and IT systems. Ensure all requests for access are supported by an application form with line manager authorisation.