IT Endpoint Support Engineer

Norwich

Resolve Recruitment are delighted to be working with the UK's largest healthcare provider.

We are currently recruiting for an IT Endpoint Support Engineer to join this organisations fast-growing IT team.

Job overview

This role is working within the Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting staff both face to face and over the telephone. Supporting Windows 10, Office 365 and a number of internal applications.

Main duties of the job

Working as an IT Desktop engineer covering 4 main elements of the role:

Remote fixes

Site Visits

Build

Repairs

Detailed job description and main responsibilities

Providing IT second line customer focused support for both clinical and corporate customers

Ensure all work/ calls are recorded within the call management system through the IT Service Desk

To be prompt and meticulous in updating of daily Incidents and Request for Service handled into the call management system ensuring all relevant details are captured

To be responsive and pro-active when investigating and diagnosing incidents by providing telephone remote support to restore normal service as quickly as possible

Monitoring and tracking incidents, escalating where necessary hierarchical or functionally

Prioritise, organise and re-classify IT incidents, requests for service and queries, documenting additional information gained and actions carried out in line with the Support Services standards and Digital Services service level agreement

Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems

Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT

Responsible for the Installation/ setup, repair and maintenance of workstations, local software, peripherals and telephones in accordance with the Digital Services SLA. Configure settings, network services and printer facilities

Upgrade, migrate, test and maintain IT hardware, software and peripherals

Build & Install purchased IT equipment & software applications within agreed timescales documented in the Service Level Agreement

Provide second line support to customers in troubleshooting, investigating and repairing applications and IT hardware, including desktops/ laptops and related peripherals, ensuring that Agreed Service Levels are met

Analyse information presented and gained from the customer to enable diagnostics of workstations and peripheral equipment using remote Digital Services approved tools

Undertake site visits where necessary to rectify software/hardware problems, undertake moves and changes & roll out new hardware for technology refresh/project work

Responsible for the maintaining the Digital Services antivirus, Sophos console, and data integrity within the call management system

Ensure all Endpoint asset information is kept up to date

Escalate calls in jeopardy of failing service level targets to the Endpoint Services Manager

Provide peer training within the Endpoint Engineering team to ensure a multi-skilled team and knowledge transfer

Presenting a positive image of Digital Services at all times and comply with all Corporate Policy

Person specification

Qualifications

Essential criteria

A degree or equivalent or significant experience of supporting Computer Desktop Hardware

Microsoft Certification or equivalent

ITIL Service Management foundation certification or equivalent knowledge

Desirable criteria Service Desk Institute Analyst certification or equivalent

Experience Essential criteria

Working knowledge of Active Directory, users, computers and security groups

Working knowledge of Microsoft Operating Systems; Windows 10

Working knowledge of Sophos console, asset management solutions and Citrix

Working knowledge of Microsoft Office 365

Good keyboard skills (RSA 2 typing/word processing or equivalent experience)

Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers

Excellent communications skills (verbally and written)

Good analytical problem solving skills

Experience of working effectively as a team

Desirable criteria

An understanding of community focus and previous experience of working in IT within the public sector

Experience of working within an ITIL environment

A working knowledge of Microsoft System Center Configuration Manager

Skills, Abilities and Knowledge

Essential criteria

Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult people

Professional and calm approach at all times, particularly when dealing with difficult situations

Good customer relationship management skills, enabling customer confidence and empowerment

A logical approach to problem solving and exercising good judgement

Good attention to detail

Prioritises and organise workload in accordance with the Service Level Agreement

Able to meet targets under pressure

Communication Essential criteria Able to communicate effectively in written and verbal English language

Personal and People development

Essential criteria

Self motivated

'Will do/ can do' attitude

Flexible with working hours where it is demanded by the role, to meet the needs of the service

Essential criteria Understand and apply vision, values and behaviours

Be proactive, forward thinking and comfortable working on own initiative

Share creative and innovative ways of doing things with colleagues

Take ownership

Deliver on commitments in a timely way

Exhibit the necessary level of independence and objectivity required to perform the role effectively

Other Essential criteria Ability to perform moderate physical activity on a frequent basis

Must hold full and valid UK driving licence and have access to a vehicle

If this position looks to be of interest, please apply TODAY!