As an IT Service Engineer the Post Holder will:
Take calls from users in calm and professional manner recording all the required information as specified in the IT Service Desk standard operating procedure.
Review calls received by e-mail, making contact with the user where necessary to ensure that all the required information is recorded as specified in the IT Service Desk standard operating procedure.
Assess the nature or any call or e-mail and determine the priority of the incident, as the greater the impact of the issues the higher the priority the IT Service will need to be assigned. Make the decision on which team is most suitable to resolve calls.
Use a broad range of IT knowledge and expertise's in combination with the IT Knowledge base, Trust standard operating procedures, third party support organizations, technical documentation and the internet to advise, diagnose and resolve complex reported issues. Where documentation is not available, time will be given to write complex technical documentation, train colleagues and make the information available to the department. Where colleagues have written documents you will be responsible for peer viewing and working with the author on any changes.
Have knowledge of Microsoft products included Windows 7, Office 2010 or later. Have a willingness to train and understand the Trusts clinical software packages to a level of being able to support the end user.
Be aware of calls received by other IT Service Desk Engineers as from time to time the IT Service Desk will receive multiple calls regarding the same issue. Once identified work with the Service Desk Supervisor to group such calls together.
Be pro-active in managing calls. Ensure that users whose incidents have not been updated within the last 24 hours are identified. Liaise with the assigned responder group and ascertain the progress of the incident. Ensure that such updated are recorded on the IT Service Desk and feedback to the user.
Work closely within the helpdesk team acting as the face of IT. Whilst dealing with individual users you would be expected to act on your own initiative with the knowledge that the Helpdesk supervisor is available if calls need to be escalated.
Where incident calls have been passed to a third party, review the service level agreement (SLA) for said third party and where appropriate contact the third party to ascertain the progress of the incident. Keep the associated user updated on progress and advise the IT Helpdesk Supervisor if the call is no progressing as expected, in particular where a breach of the SLA looks likely or has actually occurred.
Check in deliveries and test when appropriate equipment before recording asset details in the IT Service desk asset register.
Add, Update and Maintain the IT Service Desk Asset Register to ensure that all IT assets are correctly identified such that incident calls can be recorded against the associated asset(s).
Receive and process service request forms (e.g. New User Request), ensuring that the necessary Access, Management and Security protocols are adhered to. Advise the requesting user and/or manager once the request has been processed.
Scan batches of paper process form and upload these into the IT Service Desk or file store as directed by the IT Service Desk Supervisor.
Monitor user compliance with Trust IT/IG Policies. Advise users where minor non-compliance is noted and report all incidents of non-compliance in line with the IT Incident Management policy. Liaise with the IT Helpdesk Supervisor and support the update/redevelopment of IT Policy based upon IT Helpdesk compliance findings.