Job Description

Main Duties Provides 2nd line technical support to end-users; acts as a liaison between 1st and 2nd line support, responds to Service Desk calls that cannot be resolved by the 1st Line team. Responsible for expensive digital equipment and configuration, testing and installation software, repair and maintenance of digital equipment. Asset tagging and recording as required. Check user requirements which may require configuration/customising the hardware/software to individual user requirements incl.



transfer of users data. Responsible for instructing digital users in the proper and safe use of digital equipment. Solutions driven, confident and friendly approach when dealing with end users. Responsible for scheduling your workload in conjunction with the Lead Technician.



Participate in a rota for your team to ensure that the Service Desk has the 2nd line team available during the agreed hours, and that there is a 2nd line on-call service available to the Group. Contributing to the Service Desk knowledge base. Contributing to the Groups Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts. Contributing to the Groups asset management database in conjunction with the Hardware and Software Asset Analyst.



Provide second line technical and operational support services for the Groups satellites sites as and when required. Liaise with 3rd parties, such as the NHS.net Service Desk. Ensuring that you provide feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call. Manage the installation, configuration, and maintenance of the Groups Multi-functional device (MFD) estate in conjunction with the Groups MFD supplier.



Ensure collaboration between 1st and 2nd line teams. Work with the Lead Technician to identify process improvements and initiate change. Ensuring the service offered is to the highest standard and gives great customer service. Provide technical advice and information for your area.



Responsible for contribute to producing and maintaining operational procedures. Ensure you lead by example, show empathy and understanding when dealing with digital shy users whilst providing guidance in line with user's abilities. Contribute to ensuring that your team deliver to agreed SLAs. Participation in the Out of Hours digital support staff On-Call Rota as required and with prior agreement.



Contribute to the creation of technical documentation for new or updated systems and service to assist your team in giving better support and customer service. To provide 1st Line cross cover for the Service Desk Team (inc. phone calls, voicemail and e-mails to the Service Desk). Management and Leadership Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.



Have high-level awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements. Deputise for the Lead Technician as necessary and where appropriate. Technical Service Delivery To participate in digital project meetings. Responsible for keeping the Groups base Desktop and Laptop image up-to-date and ensure appropriate driver packs are available as part of the image installation.



Responsible for the management of redundant hardware recycling including the secure disposal of storage devices. To work with the Cyber Security team to resolve identified issues or high severity CareCert notifications. Provide installation service of PCs, Laptops, peripherals, software and any other digital equipment across the Group and satellite sites. Configure LAN switch ports to allow the operation of devices on the Groups LAN.



All changes should be documented as defined by the Infrastructure Specialists. Make contributions to the delivery of progressive solutions, which consider models of best practice, are incorporated into service plans. Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems. Performance Contribute to the delivery of performance standards for the Service Management function, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.



Ensure systems are in place to routinely analyse and manage digital resource utilisation in the 2nd Line team in order to provide efficient and optimised digital services. Advice, guidance, and partnerships Provide technical and professional assistance regarding the Service Delivery function. Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group. Build good relationships and ensure effective digital partnerships with other organisations across the ICS, locally, regionally, and nationally.



Forming constructive relationships with suppliers to optimise the delivery of solutions. Policies and procedures Contribute to ensure that the Service Management function has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all digital services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements. Contribute to ensuring that a full and current inventory of all digital assets is maintained.



Professional and Personal Development The post holder will need to develop and maintain an awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards. The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Lead Technician. Please see job description and person specification for further details