IT Engineer – Service Desk

Job Title: Band 4 IT Engineer – Service Desk

Location: Coventry, CV6 6NY

Job type & Shift Patterns: 22.5 hours per week. Regular travel to site for training period and then would be hybrid with 60% onsite work

Pay rate: £14.11/hr + holiday pay (£1.98/hr) + NHSP pays for your employer's NI (£2.86/hr) ==> £18.95/hr

Expected duration: 6 months (with possibility of extension)

Summary

This role is highly visible and requires a combination of technical skills, customer care and business awareness as the Service Desk being the single point of contact for all customer communications. The role encompasses both reactive and pro-active elements of incident management as defined in the Incident Management Process and as such can often be a pressurised environment. Providing support as part of the incident management support team by working on a flexible rota pattern you will attend to incidents within the field across Coventry and Warwickshire, rectify incidents remotely via the use of specialist support software and action service requests through clearly defined Service Desk/ITIL processes. Being a primary source of suuport contact for users experiencing difficulty with IT systems throughout the IT shared service, you will be required to act on your initiative to also provide first line support whilst working within the policies and procedures as defined by the service

Responsibilities

• Calls to be answered within defined timeframe


• Calls to be answered in a confident manner


• Length of each call to be kept within agreed Service Level Agreements


• Time between calls to be kept within agreed acceptable timescales


• Solve an agreed percentage of calls at first point of contact.

Qualifications

• GCSE/GCE Mathematics - Grade C or above


• GCSE/GCE English - Grade C or above


• A+ Certification – Essentials, or equivalent


• A+ Certification – (Apply online only) IT Technician, or equivalent


• Foundation level ITIL v3 qualified, or equivalent


• ECDL advanced level qualified, or equivalent


• Microsoft Certification, or equivalent

This role only requires work on the phones and service request queues, and no field work. This means driving is not essential but preferable. There will be hybrid working of at least 60% in the office; during onboarding, the candidate will be expected to attend the office every day