Key qualifications for this position include experience in a fast-paced Service Desk environment, strong organisational abilities, excellent verbal and written communication skills, and the capacity to work independently and manage tight deadlines. The role requires a flexible approach to work and the ability to share technical knowledge with the team to enhance resilience within the ICT Service Desk.
An exciting opportunity has arisen for Senior Digital Support Engineer within the Digital Support team based in our Broughton HQ site, Preston.
Having experience of a fast-paced Service Desk environment, you will be part of a team assisting in the provision, maintenance and development of a comprehensive ICT Service Desk under the guidance of the Digital Support Manager in order to support departmental objectives.You will support the Digital Support Manager by acting as Incident Manager when required to ensure that workload is assigned to the team efficiently and incidents are escalated to other ICT functional teams appropriately.
The successful applicant for this role will oversee the management of our knowledge database and conduct regular reviews and audits to ensure all information is relevant and up to date for both customer facing and internal support and procedures. Along with being an escalation point for the Service Desk and providing support and guidance to Digital Support Engineers and Digital Customer Service colleagues.
Hardware life cycle management is an important function of the service desk and this role will be responsible for end user desktop provision, working closely with key stakeholders and other functional terms within ICT to ensure this is delivered.
The post holder will be required to work with other functional teams regularly, attending NWAS sites over a wide geographical area to resolve incidents and attend meetings using Trust owned pool cars. You will be responsible for producing and reviewing procedures relating to NWAS ICT Systems and for overseeing the maintenance and management of a comprehensive customer facing knowledgebase.
You will need to ensure the propagation of your technical skills and knowledge to all members of the team to build adequate resilience within the ICT Service Desk team.
You will need to be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.
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