Band 3 ICT Helpdesk Assistant

This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***

Job Overview

A great opportunity to be part of the IT Helpdesk Team within the Digital Technology Service developing and maintaining the IT Infrastructure supporting 5,500 users deployed over more than 300 sites across Birmingham. You will support DTS department with creation of Network and Email Accounts for all new starters across the Trust, initial support to new users regarding their logon and mailbox. This support encompasses both administration systems (Microsoft Office products and e-mail) and technical software (operating systems).

The service desk hours are between 8am and 5pm, the service hours will be extended to 6pm and you will be required to work on a rota basis to cover the extended service hours.

Key Responsibilities

• Creation of network and email accounts for all new users across the Trust.
• Communicate new login details to new user and line manager within agreed SLA timescales.
• Provide telephone support to new users to ensure correct level of access and functionality.
• Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This may require tact or persuasive skills or there may be barriers.
• Provide Helpdesk telephone cover as required.
• Responsible for the logging of Helpdesk calls that have been submitted using the Helpdesk email account.
• Where a call requires urgent action ensure that the Helpdesk Analysts are made aware of the timescales and escalate to the Helpdesk Supervisor or other ICT managerial contacts as necessary.