Job overview

The Desktop Support team works alongside the Service Desk to provide support that cannot be performed remotely.  In addition, team members will be required to contribute to other IT service management processes, functions and projects to ensure that service operation is efficient and professional.

The vision of the Service Desk and the Desktop Support Team is to become a centre of excellence that provides IT support and services that are business aligned, performance driven, customer focused and adhering to industry best practice.  The team is to embrace the Trust values and to demonstrate these in their day-to-day work, making a difference in everything that they do – “Transforming Care Through Technology…”

Main duties of the job

Technical Support (local/on-site and remote)

 To provide technology support to NSFT, including:

Hardware, software, local infrastructure and telephony

 ‘Break-fix’, service requests, ‘how do I’, general advice, instruction and explanation

 Support will include trouble-shooting and diagnostics of complex problems, and performing root cause analysis

 Support will be given remotely and/or on-site at all NSFT sites.  Remote

support will always be the preferred method.  Exceptions will only be in circumstances where desk side support is necessary and or VIP/customer care support is required

 Support will be 2^nd line in nature, but 1st line maybe required dependent on demand

Build, install, and removal of PCs and associated hardware.  This is driven by the Service Request process and/or the continual refresh of the desktop estate.

Safe and secure disposal of hardware

§  Active Directory administration

• Software installation, in accordance with Trust process and policy

§  Manage own work load with direction from Desktop Support Manager and Desktop Supervisor

Incident Management

Service Request Fulfilment

Configuration Management

Working for our organisation

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you’ll never be far from the beautiful coastline or Broads National Park. We’re an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.