IT Desktop Support Engineer, Altrincham
City & County Healthcare Group is a family of care companies delivering domiciliary care, extra care, complex care and live-in care services across the UK. As an industry leader, we’re bound by a common set of values and principles in providing flexible, community-based care support of the highest standard that actively promotes the independence, dignity and choice for our clients and customers while promoting staff support and development.
The role is to coordinate and provide the support and maintenance within the organisation’s desktop, mobile and thin client computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC, laptop, mobile and computer related hardware/equipment to ensure optimal computing performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance for escalation. The role has asset management responsibilities for maintaining accurate tracking of IT assets within the business.
Key Responsibilities
- Provide maintenance ad-hoc or on a schedule for all required hardware/equipment.
- Use defined processes and procedures for improving asset management
- Work with Service Desk, IT operations and Business transformation teams on relevant deployments and projects to implement new hardware and software into the desktop services environment as needed
- Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed when Service Desk support have been unsuccessful
- Install, configure, test, maintain, monitor, and troubleshoot end-user telecoms and workstations and related hardware and software in order to deliver required desktop service levels when Service Desk support have been unsuccessful
- Maintain an inventory of all laptops, desktops, mobiles, monitors, keyboards, hard drives, network equipment, and other components and equipment as required and in approved methods
- Accurately document instances of desktop equipment or component failure, repair, installation, and removal
- Create and maintain support documentation for the Service Desk Support team
- Train Service Desk Support team in relevant support areas as and when required
- Occasional travel to customer sites to assist in project rollouts and deployment
PERSON SPECIFICATION
- Ability to conduct research into PC issues and products as required
- Effective interpersonal skills and relationship-building skills
- Strong written and oral communication skills
- Ability to present ideas in user-friendly language
- Understanding of the organization’s goals and objectives
- Analytical and problem-solving abilities, with keen attention to detail
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- Strong customer-service orientation
City and County Healthcare Group are an equal opportunities employer