Desktop Support Technician

Overall purpose of the job:

• Provide technical escalation for all Service Tickets assigned to the on-site Desktop Support team from the Service Desk.
• Provide technical support on site as well as remote desktop support to NHS Solent end users.
• Work in a rotation to provide on-site Desktop support to NHS HIOW end users for the core 08:00 – 17:00 Service Hours in the Static Tech Hubs as well as Roaming Tech Hubs.
• Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.

Key responsibilities for this job:

• Respond to support contacts and tickets as assigned within Service Level Agreements.
• Work as a team to deliver timely resolution to customer requests raised via telephone, portal, and email.
• Maintain an understanding of the internal escalation process.
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections.
• Provide physical Workstation and peripheral relocations.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets);
• Escalate issues and involve Service Desk wherever required in order to resolve an issue as quickly as possible.
• Be able to travel to other NHS Solent sites as part of the operational commitments to support the End Users.

Knowledge and experience required:

• Experience in managing/troubleshooting Windows Desktop Operating Systems.
• Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies.
• Experience in using ITIL based ticketing system (ITIL foundation preferred).
• Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions.
• Applicants will ideally be Microsoft 365 and/or Azure certified to Fundamentals level, working towards Associate.
  • Previous Microsoft certifications of MCP, MCSE and MCSA will be considered.