IM T Junior Technician job in Musselburgh at Jobscouk

IM &T Junior Technician


Location: Edinburgh UK

Date Posted:Dec 06, 2014

Details of duties and objectives involved There are key objectives and deliverables required. .Incident and Change Management and resolution per ITIL standardsMy client is looking for a IM & T Junior TechnicianThe primary duty will be Service Desk provision. Supporting Support Desk and IT colleagues. May be required to participate in detailed call/process analysis and input to CSD/IT processes and procedures. Liaising with suppliers and customers to ensure that incident recording and reporting is consistent with departmental standards and customer requirements Receiving, logging and progressing Customer Calls, by phone or email - calls relate to IT, information, FOI, telephony, printing etc mattersFollowing up calls and keeping customers informed of progressUnderstanding (and application) of ITIL and incident and change prioritisationdevising and producing service statistics and reports for internal management and monitoring purposes and for publication to external customers Understanding and resolving incidents at point of contact, ranging from straightforward password resets through to more complicated issues e.g. data access and software issues. Use remote desktop capability as necessary.Referring calls to relevant support groups for resolution, and controlling/monitoring progress of callsReceiving and understanding requests for access to data and actioning them according to strict rules in forceControl and management of NSS telephony system(s)Control and action external (i.e. Health Board) access to national data setsUnderstanding major incidents and activities, drafting and issuing notifications to NSS accordinglyAsset control (hardware and software) including responsibility for accepting delivery of IT equipmentBecome proficient in use of our OST (Changepoint, Organisational Support Tool) for recording and updating callsParticipate in any and all IT or customer projects or activities with a service element to themParticipate in keying of sensitive medical dataRecording and actioning information requests including Freedom Of Information requestsPrevious experience in a Service Desk Analyst role or 1st/2nd line support wouldbe beneficial.An HND in Technical Support would also be beneficial.---------------------------------Pertemps is an Equal Opportunities Employer View full job description
JobCentre Plus 4 years ago
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