IT Support Technician

PURPOSE OF THE ROLE:

To provide support and expertise in ensuring IT systems are maintained and available to the Business within agreed Service Level Agreements. To work closely with external service providers in order to provide server support, network support, desktop support and help resolve day to day IT operational issues. This role requires travel to Trust properties and a current driving license is essential.

KEY RESPONSIBILITIES:

• respond to requests for technical assistance in person, via phone, chat, or ticket.
• diagnose and resolve technical hardware and software issues.
• research questions using available information resources.
• advise user on appropriate action.
• follow standard help desk procedures.
• log all help desk interactions.
• administer help desk software.
• follow up with colleagues to ensure complete resolution of issues.
• redirect problems to correct resource.
• identify and escalate situations requiring urgent attention.
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks.
• inform management of recurring problems
• stay current with system information, changes, and updates.
• help create and update training manuals and process documents. 
• onboard new colleagues
• procuring hardware
• travel to sites to provide hands-on support.

The current duties of this job do not require the post holder to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.