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Deskside Support Engineer
Join us as a DesksideSupport Engineer with Cleveland Clinic
(Remote/ London, Full-time, Permanent)
At Capita, we support clients across a range of sectors, including local Government, central Government, education, transport, health, life and pensions, insurance and other private sector organisations. We support with expertise applied by the talent across our business in combination with technology, insight and analytics to keep our clients ahead of change, sharper than competitors and more efficient than ever – and we always need new talent to help us achieve our goals.
About Cleveland Clinic
Cleveland Clinic is one of the leading providers of specialised medical care in the world, focused on providing clinical excellence and superior patient outcomes. It is an integrated healthcare delivery system with hospitals, clinics and wellness centres in the U.S., Canada (Toronto) and the U.A.E.).
The Role of an ITD Desktop Support Engineer
The post holder is required to work with the ITD Technology Services Team Lead to deliver best-in-class service to Cleveland Caregivers with strong and well-established processes. The candidate will be a highly motivated individual looking to progress their career in an innovative organisation supporting Cleveland Clinic caregivers (CCL employees).
A key requirement of the role is to provide Deskside and End-user Computing Support, supporting Cleveland Clinic devices and specialised software. Within this one can expect to be troubleshooting of end-user devices, test network connectivity and working with a large number of supporting teams with internal and external providers. Cleveland Clinic London will expand to circa 1,300 Caregivers exposing the engineers to a wide range of issues so an ability to troubleshoot and use your own initiative are a key part of this rewarding role. The second key aspect of the role is configuring and deploying Cleveland Clinic end user devices and remediating faulty devices by re-imaging where required.
This is an exciting opportunity for an ambitious individual with strong customer service skills and experience problem solving, to join our ambitious and friendly organisation.
The role will have a significant involvement in maintaining well documented procedures and maintaining assets using our IT Service Management tool (ITSM). This means updating of system to aid the support process and allows other supporting teams and third party to effectively manage the end-to-end process. It is essential that data is accurate recording in the ITSM tool to deliver an outstanding experience of IT services.
Typical Role Responsibilities
Deliver at the elbow and remote support to caregivers
Ensure that incidents and faults are logged and handled to closure (using Service Now), working with colleagues and third-party suppliers in order to provide a solution
Keep the caregivers and ticket updated with developments Keep abreast of the technologies being utilised by Cleveland Clinic
Work closely with all IT supporting teams onsite and offshore and 3rd party suppliers to manage and resolve incidents and services
Where tickets are unable to be closed, identify further resolution steps and actions and agree steps to be taken escalating as necessary
Report directly to your team lead to ensure SLAs are met
Reporting directly to the Team lead to ensure SLAs are met
Working with the team to ensure all documentation is updated and correctly recorded in the relevant repository, aiding effective closure times
Maintain artifacts and process documentation up to date and communicate it with the necessary stakeholders
Provide support during business hours and (on rotation) on call out of hours (remote) support for critical incidents
Support Project team with tasks and activities as required by the project
Maintain End-user devices assets
Ensure all Incidents and Requests meet the agreed SLAs
Configure end-user devices that supports a large number of clinical applications
Deliver excellent customer experience to highest standards, while actively contributing to the improvement of IT departmental processes and procedures
Experience of using Workspace tools to support Virtual Interface Desktop solutions and Mobile Device Management
Experience of thin client management tools to centrally manage a thin client estate including firmware updates
HP Device Manager experience would be advantageous
Experience of supporting innovative desktop solutions such as Virtual Desktop Interface (VDI)
Experience of training end users to use the support technologies
Experience of managing ITIL processes using ITSM tools (Service Now preferable)
Experience of Cisco Telephony Solutions handsets and soft phones
Demonstrable track record of knowledge-sharing within teams. This role will work as part of a team and their main focus will be to actively promote knowledge sharing amongst all levels of technical support
Experience of enabling clinical systems (EPIC is preferable) to work with the underpinning infrastructure
Experience of Patching and Cable Management
Microsoft Certified Professional (MCP)
IT Infrastructure Library (ITIL) Foundation.
We look forward to hearing from you and wish you the very best of luck with your application