Detailed job description and main responsibilities

Candidates should have excellent communication skills, a good working knowledge of IT applications and practical experience of some or all of the following: Windows 10, Windows 11, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, and IT Ticketing Systems. 

The successful candidate will be expected to carry out the following duties;

• Taking receipt of IT Service Desk support requests (primarily telephone but also email, written and in person) and logging them within the Trust's Service Desk tool.
• Take ownership of and responsibility for the requests and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) in operation.
• Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory  resolution.

A) Technical Administration:
1) To ensure that all required system administration activities are carried out in a structured and timely manner.

B) Service Desk:
1) To assist in the delivery of a professional IT Service Desk function. This to be the central hub for all requests for IT assistance.
2) To provide excellent customer service at all times (e.g. call answering and on emails).

C) Other:
1) Receives requests for support or advice from users and other IT staff 
members, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
2) Where necessary, liaises with and/or refer support requests to other IT staff members as well as IT department staff in other organisations.
3) Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
4) Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
5) Maintains the Trust's desktop hardware and software to required standards.
6) Ensures that systems used by the IT department, such as the inventory of assets and Service Desk call system, are kept up to date and as accurate as possible.
7) Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.
8) Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced.
9) Provides expert guidance/advice and acts as a mentor to less experienced colleagues.
10) Implements policies for own work area and proposes changes to working practices or procedures for own work area.
11) Undertakes such other duties as may reasonably be required of you 
commensurate with your general level of responsibility and the general scope of the post, as determined by the IT Service Desk Manager.