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Senior IT Service Desk Engineer

Employer
West Midlands Ambulance Service University NHS Foundation Trust
Location
Brierley Hill
Salary
£28,407 to £34,581 a year plus section 2 unsocial hours allowance
Closing date
4 May 2024

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Profession
Other Health Profession
Grade
Band 5
Contract Type
Permanent
Hours
Full Time
**PREVIOUS APPLICANTS NEED NOT APPLY**

Do you want the chance to work as part of an innovative small team supporting the cutting edge of pre-hospital emergency care? This is for you!

We are looking for a dedicated, highly motivated individual who can work as part of our existing IT Service Desk team to provide first and second line IT support to the whole organisation, including three ambulance Emergency Operations Centres.

You must be prepared to work 12 hour shifts on a rotating 24/7/365 pattern, which includes some lone-working, night, weekend and bank holiday working. An example rota is attached which shows the 12-hour day shifts 0630 - 1830 hours and night shifts 1830 - 0630 hours.

The OTE starting salary for this post is �32,407 which includes section 2 unsocial hours, additional overtime is also available.

Main duties of the job

As the first point of contact for all IT related issues and requests, your role will involve a whole range of daily tasks, from administering accounts, installing new hardware and software, building and deploying PCs, Laptops and iPads, to working with our third line teams in resolving more complex issues. Predominately desk-based, methods of support will involve face-to-face with the userbase, over the telephone and email and via our remote support tool for offsite locations. There may be a requirement to travel to other sites within the organisation from time to time and transport is provided for this purpose. Systems we support include: Active Directory, Azure AD, BMC Client Management, Citrix, Endpoint Manager / Intune / Autopilot, FOG Imaging, iPads + Apple iOS, Microsoft 365 including the Power Platform and Windows 11 Desktops, amongst other. Knowledge of these would be desirable

With the crucial nature of the systems our team supports, we have very high expectations of our engineers, that they are adaptable, reliable and work in accordance with the organisational core values. If you have these essential qualities and would like the fantastic opportunity to work in our fast-paced, critical environment, please apply today

If you have any questions in relation to the role, please feel free to contact Roberta Hawkins, our IT Service Desk Team Leader, on 07920 298253.

**IMPORTANT NOTE**Applications will only be considered from those will a full UK Driving Licence

About us

West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.

The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team

The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

Job description

Job responsibilities

Providing assistance and technical support on a daily basis on the IT Service Desk. Answering calls to the department, logging them within the Service Desk and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.

Ensure onsite support for Trust sites is provided in an effective and efficient manner.

Ensuring that customer calls are handled in accordance with the Service Desk call management procedures (this includes full and accurate call notes).

Providing the IT Support Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.

Monitoring outstanding support requests against customer SLAs, prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.

Managing customer complaints ensuring they are escalated as appropriate.

Supervises junior support staff on a daily basis.

Works under own initiative to diagnose and resolve hardware and software faults across all Trust systems.

Providing a responsive and effective hardware, software, network and phone support in accordance with department service level agreements across the Trust.

Scheduling the installation of equipment for users in accordance with Trust standards and service levels.

Works with IT staff to deploy systems and projects within the organisation, including on-going support.

Management and installation of communication and computer systems.

Maintains security and integrity of all IT Systems and Equipment.

Creating, deleting and maintaining user accounts on various systems.

Production and maintenance of both technical and user documentation and procedures where required.

Provides technical training to other IT staff on Trust systems if required

Ensures adequate backups of Data Information are taken and are available for Trusts systems.

Ensures IT computer rooms and storerooms are kept neat and tidy and that all equipment is catalogued according to stock control procedures and the Trusts policies.

Prepares and carries out preventative maintenance schedules for other support staff.

Ensures all IT equipment and system deliveries are recorded on the electronic stock control system and stored in the appropriate location.

Maintains knowledge of current developments within the IT industry and advises on how they can be utilised by the Trust.

Takes part on IT Hardware and Software Audits when requested and updates Trusts electronic records.

Works in accordance with the Trusts Management Systems, including Health and Safety, Quality and Environment.

Ensures compliance with relevant legislation e.g. Data Protection Act, Computer Misuse Act, Copyright Act and Caldicott.

Complies with all Trust Policies.

Extended use of computer systems office and computer room based.

Lifting and manual handling of IT equipment including PCs and other large, heavy items on a daily basis

Person Specification

Qualifications

Essential

  • Good general education in a technology related subject
  • Willing to work towards a relevant degree qualification if not already held
  • Must be willing to undertake training in order to fulfil the requirements of the job which may include external training


Experience

Essential

  • At least 5 years recent experience in an IT support environment
  • An understanding of PC technology
  • Experience of working as part of a team/group
  • Experience of prioritising workload and working to set time parameters
  • Previous work of a face to face customer service nature
  • Experience of handling confidential information
  • Experience of providing IT support function, preferably within a large organisation


Skills and Knowledge

Essential

  • Full clean UK driving licence
  • Excellent verbal and written communication skills


Employer details

Employer name

West Midlands Ambulance Service University NHS Foundation Trust

Address

Ambulance Headquarters

Waterfront Business Park

Brierley Hill

West Midlands

DY5 1LX

Any attachments will be accessible after you click to apply.

C9217-029-24-25

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