Desktop Support Engineer
Job Introduction
An exciting opportunity has arisen for a Desktop Support Engineer to join the Saga Healthcare IT development team.
Through their amazing work, our healthcare team understand the value of the home. At Saga we want our healthcare team to feel at home and that is why our careers offer them the opportunity to grow and develop in a nurturing environment.
You will be providing first and second line support to business users of the desktop systems, as agreed, within Saga Group, providing a first port of call for all incidents relating to business software or PC issues. This support includes assistance in the production and compilation of management information and the administration of incident recording, tracking and documentation within a continuous improvement environment.
You will bring good written and verbal skills, a proactive attitude with the ability to recognise issues and escalate quickly. .
If this sounds like you keep reading……
Role Responsibility
- To act as first line of IT support to the business user community. To solve problems where feasible and/or own the problem resolution (liaising with other agencies as appropriate) until solution, ensuring that the business users are regularly informed of progress.
- To act as first line of support also for all PC-related calls, handling queries, faults and incidents of all kinds and distributing these to the appropriate second-line personnel as necessary.
- To provide first line fault investigation requiring: clear statement of the issues; analysis of the issues; proposal for solution (technical design); construction of solution where appropriate.
- Set-up and maintenance of care worker iPad’s.
- Resolve day to day issues involving care worker iPad’s.
- Be the ‘go to man’ for any issue’s surrounding new user set-up on care worker iPad’s.
- Support and resolve any connectivity issues involving Citrix.
- To work with and within project teams, as and when required.
- To be a conduit for issues arising in the business requiring resolution within IT. To recognise these issues and escalate appropriately, according to procedures, to both IT and other areas of the business.
- To liaise with internal and external bodies, including user groups, business supervisor, Technical Consultants, Strategic Planning, Unix Technical Support, Project Managers and IT consultants.
- To monitor systems and proactively recognise and raise issues to the business and to IT where required.
- To communicate IT support issues effectively to the business by translation of technical jargon into layman’s terms.
- To administer the TIA user base including maintenance of security clearances, new users, amendments and deletions.
- To monitor machine performance and to recognise and raise issues with the business, Services, Holidays and Group IT as appropriate.
- To provide a systems testing role, particularly for fault correction.
- To proactively participate in the development of the services provided and procedures adopted by the team within a continuous improvement environment in order to meet and exceed the expectations of internal and external customers.
- To administer the system maintenance procedures; raise, take ownership and update change requests / faults and communicate their progress to both internal and external customers.
- To monitor desktop system usage / performance and to recognise and raise issues with the businesses and Group IT as appropriate.
- To provide, if necessary when working on remote sites, first line support on local data network, telephony equipment and servers, patching of data and telephony networks, installation of telephones onto desks and the back-up of local servers.
- Adhere to, and promote, security policies to the businesses.
- Assist in the operation of new systems, agreeing sign off and taking on support roles as necessary, following proper training.
- To work within any SLA’s agreed with management and various areas of the business.
- To be willing to travel between various Group sites in order to carry out the day-to-day functions of Desktop Support and to be available for overtime as and when this is required. To also take part in the Team’s On Call Rota, enabling the Company to provide 24/7 support
The Ideal Candidate
Professional Skills Reqd. (SFIA Aligned):
Information Security L3. Service Acceptance L4, Configuration Management L3. Change Management L3, Release and Deployment Management L4, Security Administration L4. Application Support L3, IT Infrastructure L2, Network Support L2, Problem Management L3, Incident Management L4, Customer Service Support L3.
Package Description
The standard benefits when you join Saga include:
- 28 days holiday
- Option to purchase a further 5 days annual leave per year
- Free private medical insurance after 1 years service
- Pension
- Saga Social Club
- AXA Be Supported
- Free fruit
- Give as you earn
- Childcare vouchers
- Free eye tests
- Honeymoon benefit
- Sharebuy
- Salary finance
- Discounts on Saga holidays and insurance products
- A range of reductions and offers from leading retailers, travel groups and entertainment companies
- Long service awards
About the Company
When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.
We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.
To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.
Saga Group
