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IT Technician (2nd line remote support)

  • Location:

    Derby, Derbyshire

  • Sector:


  • Job type:


  • Salary:

    £14.08 - £15.40 per hour

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    4 months ago

  • Expiry date:


  • Startdate:

    28/05/19 13:44:00

Job Description

An exciting opportunity has arisen within the NHS for an experienced IT Technician (2nd line remote support). The role is temporary from 28/05/19 until 30/08/19, in an easily accessible location within central Derby.

This role is to provide the CSU supported customers with a cost effective, high quality and efficient second line technical support by remotely resolving Incidents, Service Requests and identifying problems.

To investigate complex technical enquiries providing assistance and advice as required to supported clients.

To ensure that all escalated Incidents and requests are passed on with sufficient accurate technical information for the recipient support team and that the clients are kept aware of the situation and that a solution to their incident is being sought within the timescale of the Service Level Agreement targets.

As an employee it will be your responsibility to ensure that your behavior and values reflect those set out in the CSU way.

You will need to provide effective customer service and complex technical support, be highly motivated, dynamic and enthusiastic. You will need to be able to work to ITSM / ITIL and NHS Connecting for Health standards, on your own initiative, go the extra mile and supporting NHS staff with their IT incidents, requests and problems.

Your personal qualities will include logical problem solving, excellent communication skills, effective workload prioritising skills and the ability to work within a flexible framework.

You will be passionate about the business, creating a culture of continual service improvement, where patient welfare is at the heart of everything you do. You will have to demonstrate that you have a highly developed ICT knowledge, with the ability to translate specialist technical subjects to non-specialist audiences.

To maintain a calm pleasant and professional manner with: staff, management and customers, within an increasingly dynamic and emotionally challenging environment. To manage and prioritise the personal workload assigned to you.

1. To provide customers with effective second line technical support by diagnosing and resolving clients IT incidents, requests and problems remotely between the hours of 08:00 to 18:00 Monday to Friday on a shift-rota basis.

2. To have an in-depth technical knowledge of all local and national IT systems, hardware and software, networks and telephony systems.

3. To develop an extensive knowledge of all AGEM departmental procedures and national legislation to facilitate the safe implementation of these regulations on a daily basis with respect to Information Systems and Data.

4. To provide and receive complex technical and sensitive patient/personal information with the required accuracy and tact to facilitate the gathering of the information required to enable issues to be solved quickly or escalated to the appropriate 3rd line or external support teams or specialist.

The rate of pay is £14.08 - £15.40/hr dependant on experience.
If you feel this is the role for you then please send your CV FAO PSR Team or if you have any questions then please ring 0115 879 3500.


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