IT Service Desk Technician
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| Job Type | Temporary |
| Area | Wellingborough, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | PH9343 |
- Description
Pay Rate: £11.02 PAYE OR £14.24 LTD
The Service Desk Technician will work as part of the Service Desk Team to provide first line support of a technical nature in response to Service Desk requests from my clients’ internal staff and partners – some 4,500 end users.
The Service Desk Technician will be responsible for handling and resolving a high proportion of service desk calls at point of contact and performing complex technical tasks. Work will encompass day-to-day support of services to the IT desktop and network, including all client applications, file-servers, office systems, email, clinical systems, client software and configuration.
You will support the smooth and timely delivery of all areas of IT service management support as defined by the Service Level Agreements within ITIL guidelines.
ESSENTIAL KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Education and Knowledge
• Educated to diploma level in Computing, Computer Science, Information Technology or Business Information Systems or equivalent experience or competencies
• Proven standards of literacy and numeracy (GCSE grade C or above or equivalent)
• One years’ experience in a relevant IT role
• Significant practical experience and knowledge of IT systems, network configuration, major applications and desktop support, e.g. Microsoft Office/email
• Significant experience of customer care and or user support
• One years’ experience of supporting and administering an Active Directory environment
• One years’ experience of supporting desktop PCs (Windows 7, printers and peripherals)
• One years’ experience supporting a Local/Wide Area Network
• Knowledge of NHS information needs
Skills and Competencies
• An understanding of ITIL processes/ experience in ITIL based ITSM
• Experience of working in a Service Desk environment and awareness of SLAs with business clients and OLAs with internal departments as well as contractual arrangements with third party suppliers
• Familiar with and able to work within a pressurised environment
• RSA II or equivalent level of competency (standard keyboard use)
• Ability to work with all levels of staff
• Awareness of local NHS structure, NHS strategy and policy agendas
• Must be able to work within agreed parameters and with minimal supervision
• Aware of own strengths and development needs
• Ability to work accurately and pay attention to detail
• Excellent communication skills will be required. This includes developed interpersonal, negotiation, influencing and conflict management skills, where the subject matter is complex and/or sensitive
• Experience of working with senior managers and leaders
• Must be able to work within agreed parameters and with minimal supervision
• Proven team worker
• Prioritisation skills with ability to manage multiple strands of work
• Flexible, enthusiastic and committed
• Able to travel if required
• Developed analytical and problem-solving skills will be required for assessment of facts or situations
DESIRABLE KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
• Experience in the NHS
• ITIL foundation qualification
• Microsoft Certified Professional
• Knowledge of NHS information needs
Job Title: IT Service Desk Technician
Location: Wellingborough, Northamptonshire
Pay Rate: £11.02 PAYE OR £14.24 LTD
Job Type: Temporary, on-going
Job Reference: PH9343
Hours of Work: 37 hours per week, Monday to Friday - Some out of hours cover MAY be required
Wilde Associates is working in the capacity of an Employment Business for this vacancy.
