1st Line Support Associate
| Posting date: | 21 May 2024 |
|---|---|
| Salary: | £27,129.00 to £28,649.00 per year |
| Additional salary information: | £27129.00 - £28649.00 a year |
| Hours: | Full time |
| Closing date: | 04 June 2024 |
| Location: | Orpington, BR6 0JA |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | B9848-24-0263 |
Summary
RESPONSIBILITIES When required assign reported incidents and service requests to the relevant internal or external product specialist, for 2nd or 3rd line support. Work with these teams to research and provide solutions to complex technical problems. Learn from and use this expertise in future to benefit customers and the Service Desk team. Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to customers. Escalate outstanding issues to 2nd and 3rd line support. Support user management and JML (joiner, mover and leaver) processes, including corporate induction day support. Provide reports, using the ITSM software, for the SDM and other senior staff as and when requested. Support users on external networks on the phone and using remote control software. Assist the SDM in managing daily backups and file restorations. Contribute to creating and updating knowledge base articles and SOPs. Be largely responsible for managing own workload a working with minimum supervision from their line manager. Undertake other responsibilities from time to time as agreed with the IT Service Desk Manager. Able to work during the service desk support hours in your assigned shifts on a rota basis including if required weekend and evening shifts.