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Desktop Support Engineer

Premium Job From Michael Page
Recruiter: Michael Page
Listed on: 28th January
Location: Kent
Salary/Rate: £100 - £130
Type: Contract

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Together with the other IT teams, this role will deliver a support facility for all Trust IT users ensuring that Trust's staff and other IT colleagues are fully informed of the progress of calls that are raised with the Service Desk. The role will ensure clear documentation of high quality records on actions undertaken in support of resolving IT incidents.Client DetailsA government organisation in the medical sectorDescriptionDuties will include Incident break/fix support, managing service requests, such as hardware and software installations and end user set-up and configuration. Build development and project implementation work, such as customer moves, migrations, audits and refresh programmes. As a member of the Field Service team the role will represent IT Services to the majority of the Trust's IT users, and as such the post-holder will require good technical skills, and the professionalism and initiative to resolve problems as efficiently as possible. They will be able to work flexibly in a fast paced working environment, with excellent communication skills and a proven track record of developing productive relationships with a range of key stakeholders.The role will require technical investigation and resolution of logged incidents or problems, and supporting implemented solutions and services to agreed SLA's. You will be taking a variety of support calls, aiming to fix all technical issues remotely or in person so a natural flair for problem solving is essential. The successful applicant will have a good knowledge of MS Windows Operating Systems, Active Directory, Cisco AnyConnect VPN, McAfee EPO, PC / Laptop & Printer Hardware and Microsoft Products, as well as experience of clinical IT systems. ProfileThe Desktop Support Engineer is responsible for delivering the following key objectivesMonitor call queue, ensuring customer service levels are maintained, highlighting any potential issues or exposures to the Desktop Services Manager.Identify repeat calls, and escalate so solutions can be implemented to reduce or eliminate those repeat calls.Ensure inventory of all hardware and software is maintained and documented to agreed standards.Undertake build, configuration and delivery of client hardware to end users with complete hand over support and documentation. This including automation of desktop deployment processes.Ensure the configuration management data base (CMDB) is regularly updated with all hardware and software configuration items to support accurate customer billing.Plan and manage routine repairs and upgrades and respond to any unexpected system faults/failures, ensuring all major issues are escalated to Desktop Services Manager.Highlight any inappropriate use of Trust equipment to the Trust management teams.Ensure solutions developed and implemented provide continuous availability of services across all sites through proactive investigation and operational support. Assist in business continuity planning.Delivery of a high quality service which meets the standards demanded of the locality customer base.Recommend newly identified technologies for improving existing, or developing services and support offered by ICT Department.Follow ITIL best practice for the delivery of services.Identify and highlight service improvement opportunities.Help develop processes to ensure an 80% first time fix rate, and that 90% of calls are solved in 24 'real-time' hours of first being logged, and contribute to implementing plans to move from current levels to those targets.Deputise for the ICT Field Support Manager where required to do so.The role requires team working as well as independent thinking and technical creativity.Mentor junior team members and ensure that correct process if adhered to for the delivery and support of the desktop function.Assist in the development and automation of new desktop technologies to simplify deployment and support. Finance and Performance Highlight any identified trends within the incidents and problems reported to the Service Delivery Manager and Desktop Services Manager;Ensure that logged incidents are resolved within agreed service levels;Ensure that the current asset and inventory registers as updated and maintained, as well as appropriate configuration and operational documentation. Planning & Control Install and test new versions of system software. Investigate and make recommendations for resolution of potential and actual service problems.Participate in the identification of security breaches in accordance with established procedures and recommend any required actions. Assist users in defining their access rights and privileges as required.Manage customer concerns/queries escalated from Service Desk Team to successful resolution; ensuring service desk system is updated with accurate supporting information.Support incident/problem identification and resolution, performing root cause analysis, making recommendations/taking action in line with local service level agreements.Job Offer£100 - £130 a day 3 month contract