My client is looking for a 3rd line support to provide technical support to the IT Service Manager through the management and resolution of incidents & requests across the entire estate – including, but not limited to, WAN, LAN, Clinical modality connectivity, desktop/laptop infrastructure & detailed project delivery involvement.
Deliver a first-class service to all users and clients of the IT via on-site visits where required and off-site remote assistance, ensuring all incidents and requests are delivered to agreed SLA’s.
Areas of responsibilities
Responsible, as part of a team, for the resolution of all incidents and requests from end users logged through the Service desk within pre-defined SLA’s
Process, log, diagnose and resolve calls from end users using the telephony, hardware and software solutions provided
Perform on-site maintenance visits at sites across the estate as part of a scheduled pre-emptive maintenance plan.
Provide out of hours support cover to respond to major incidents on a rota basis
Test all deployments, replacements and/or repairs undertaken thoroughly and to the approval and sign-off of on-site clients
Build relationships with key clinical and operational stakeholders to ensure IT remain engaged with plans and strategies for sites and mobile trailer deployments
Provide hands-on assistance to project managers as required in relation to site installations, refurbishments or decommissions
Help end users to understand how they can help to reduce avoidable IT incidents and outages through their approach to IT equipment
Provide technical liaison assistance between Client IT and OEM IT to ensure solutions deliver to client expectations
Provide technical liaison between sites, PACS team and local client PACS teams to ensure resolution of all PACS connectivity issues.
Responsible for the physical IT preparation of mobile trailers prior to commissioning into service
Responsible for the relevant IT decommissioning of mobile trailers prior to long term hires to external customers
Provide on-site support to Regional Operations Managers and Key Relationship Managers to ensure smooth deployment of mobile trailers to new sites and/or new contracts
Produce and maintain accurate documentation of all site and trailer infrastructure in an agreed shared location to enable simple diagnosis of issues
Always Represent the IT department in a professional manner