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SalarySalary Scale: Band 5 (£28,407 - £34,581 depending on experience)
Hours: 37.5, Permanent
Members of the Service Desk team provide remote user and system support, covering corporately approved technologies used at the desktop within IM&T Services’ customer organisations. The post-holder will be responsible for the resolution of incidents involving information systems and related equipment used at the desktop.
The post-holder will be expected to act as the first point of contact for technical issues, resolving or re-routing support tickets as appropriate and according to service level agreements. The post-holder will need to pro-actively contribute to the increasing number of first-time fixes performed by the Service Desk and comply with all Service Desk procedures. Additionally, the post-holder will be expected to contribute towards the creation and maintenance of reports, technical procedure manuals, and standard operating procedures.
Information Management and Technology Services (IM&T Services) provide support to Oxford University Hospitals NHS Foundation Trust users as well as to several other Health organisations across Oxfordshire. This involves supporting over 13,000 workstations and printers, circa 18,000 staff users of systems, and over 1200 servers (over 85% virtual). During 2022, IM&T Services responded to 122,000 calls and were involved in multiple projects.
- Investigate issues and other requests for support, determining the correct course of action to take.
- Work closely with senior colleagues, making modifications to system parameters, developing work-arounds, producing additional documentation and escalating requests as required.
- Carry out routine operations that control data processing, peripherals and communications and networking equipment. This includes start-up simple reconfiguration, shutdown and normal re-start procedures.
- Use the facilities of the tools and systems available, as directed, to monitor and report on regular activities which are subject to Service Level Management processes, Service Level Agreements or Operational Level Agreements.
- Assist users in making more effective use of desktop systems, products and services.
- Provide an effective interface between users and service providers including external commercial suppliers where applicable.
- Interprets technical or procedure manuals on the behalf of non-technical users and provide routine training in normal usage of systems, products and services, providing information on the full range of capabilities.
- Ensure effective communication to users and IM&T Services’ staff when new processes have been agreed and signed off by IM&T Services senior management.
- Actively promotes and identifies opportunities to maximise use of resources and streamlining of processes.
- Contribute to trouble-shooting team activities providing teaming resources and leadership.
- Ensure that professional integrity is undertaken at all times.
