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Job Description
To provide comprehensive 2nd line technical support for all desktop computer systems and related peripherals within NHS Fife, participating in the on-call rota if required in order to provide the relevant desktop support required by the organisation.
2nd line technical support involves resolving IT incidents and implementing IT changes across NHS Fife and GP Practices, following agreed procedures to agreed timescales. The Desktop team is supported by other Internal support teams, the Endpoint Manager and via external suppliers utilising support contracts.
- You will frequently be the first point of contact for enquiries and will determine the extent to which they are authorised to give advice.
- Much of the work is governed by set procedures and standards and thus you will be free to make appropriate decisions within the procedures set, like deciding the technique or method to be used to resolve an incident in the quickest way and minimising the impact but always within the boundaries of the freedom allowed by the specific operational processes and procedures applicable.
- You will suggest ways to resolve incidents and implement desktop changes in a better way (quicker and minimising the impact) by drafting procedures within the remit of the role, subject to further review and approval by colleagues and the Team Leader.
- You will assess the impact and urgency of incidents and changes assigned to you and escalate it if required (functional and hierarchical).
- You will assess the risk involved when performing technical interventions on desktop hardware and software (i.e. data loss).
- Unless the Endpoint Manager assigns work in a different way, DSAs arrange their own daily schedule for attending calls / service requests based on agreed resolution times and efficiency criteria.
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For informal enquiries: please contact James Mavor on 07931 778371 or email: james.mavor@nhs.scot.
To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.
As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK website here.
It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored BEFORE submitting your application form.
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We offer flexible working and family-friendly policies and fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
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