Service Desk Technician 1st Line

1. Providing 1^st line assistance to all supported systems within the NEAS including the diagnosis of 1^st line hardware and software issues.
2. Performing routine backup and restoration procedures under the instruction of System Officers.
3. Offering appropriate advice to end users in the use of NEAS systems and software.
4. Strong communications with Service Desk Technician 2^nd Line staff to ensure timely resolution to 1^st & 2^nd line support issues.
5. Identify and report key areas of end user training requirements for Trust IT systems.
6. Understanding of the key principles around the Data Protection Act, Computer Misuse Act and other relevant policies in respect of IM&T Systems.
7. Highlighting frequent or recurring end user helpdesk issues to the appropriate System Officers or line management.
8. Ensuring all trust IT Desktop equipment asset details are recorded in line with current departmental and Trust procedures.
9. Ensuring helpdesk resolution information and times are accurately recorded on the Trust helpdesk system

Working for our organisation We employ 3,500 staff in 63 locations and serve a population of 2,600,000 in Northumberland, Tyne & Wear, County Durham, and Tees over 3230 square miles. Many people think the job of the ambulance service is to collect patients and take them to hospital, but we do much more! Paramedic skills have developed hugely in recent years, meaning we carry out more treatment at the scene and en-route to hospital. We have a dedicated clinical assessment service that allows us to provide patients with the most appropriate care from the beginning of the patient journey. We have a specialised branch of the Trust called HART which deal with explosions or terrorist attacks. Ultimately patients are the heart of everything that we do to support our mission of "safe, effective and responsive care for all". We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve, and welcome applications from people from all backgrounds. To ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold employer, Disability Confident Leader, Dyslexia Smart Award employer, Dementia Friendly, and part of Mind Blue Light programme and the Race at Work Charter from the Princes Responsible Business Network and are achieving across all objectives in NHS Equality Delivery System.

An exciting opportunity has arisen in our Service Desk department for a 1^st. line technician, who will be able to make a significant contribution within a demanding support environment. This is a fantastic opportunity to work within a fast paced and exciting environment that is continually changing monthly offering constant challenges and personal development. Successful candidates will have excellent problem-solving & communication skills as well as exceptional organisational and time management skills, with ability to prioritise their own workload. Providing 1st line support to end users in all aspects of IT and telecommunications delivery. Communicating and ensuring the safe use of IT equipment and systems within the NEAS. Configuration of hardware and software in accordance with detailed instructions Conducting planned maintenance and upgrades to Trust IT desktop systems and software in accordance with detailed instructions. Candidates will require a Full UK Driving Licence and be available to travel to different sites at short notice.