About the role
Salary: £28392.00 to £31157.00
We have an exciting opportunity to join our IT Service Desk team. The successful post holder will play a key role in delivering an excellent customer-focused service, providing responsive first-line IT support to staff across the Trust.
- Provide first-line IT technical support to our user base, including all SCFT staff and external stakeholders.- Deliver a responsive, customer-focused Service Desk and first-line support service for all end-user devices, including PCs, laptops, tablets, mobile phones and other IT equipment, as well as associated software. Communicate technical information in a clear and accessible manner, adapting your approach where there may be barriers to understanding.- Ensure all support calls and requests are managed appropriately and in accordance with defined policies, procedures and agreed service level agreements (SLAs).- Undertake first-line fault diagnosis and resolution where possible.- Escalate incidents and service requests to second- and third-line support teams where a first-line resolution is not available or where on-site intervention is required, ensuring a consistently high standard of call quality and documentation.- Promptly escalate urgent incidents and those with a high clinical impact to the Service Desk Team Lead and IT Service Delivery Manager.- Provide support and advice to IT and Informatics colleagues, Trust managers and end users on the effective use and management of IT hardware and software.- Assist in the creation, maintenance and continuous improvement of departmental IT documentation, ensuring business-as-usual (BAU) support teams have access to accurate and up-to-date information.
Key Responsibilities