Job summary An IT Technician is required to join a growing team providing IT support to Yeovil Hospital Staff and the East of the County. You will help ensure systems are maintained and supported to the highest standards and support calls and requests are dealt with appropriately. Providing a pro active service to install and configure new IT equipment for users such as personal computers, printers and scanners for staff across the Acute Trust and assisting with support at our Community Sites from Chard up to West Mendip. Working in a busy and varied environment as part of the IT team. There is an On-Call rota that after onsite Training you will be part of. For further information please contact Debora Walker on 07825923088 Main duties of the job Principle Duties and Responsibilities Process complex and urgent IT support incidents in a timely fashion and ensuring appropriate response times are met. Analyse & diagnose computer hardware, software and network problems Install, replace and testing of new and repaired hardware Installation, configuration and testing of software Provide advice to users on IT related issues Form part of an IT team, logging faults from users onto Service Desk software and providing first time fix resolutions where appropriate. Communicate technical issues to non-technical people and owning the problem through to satisfactory resolution for the user; and will also include: Escalating unsolved problems to senior Technician or Team Leader. Keeping users informed regarding status of outstanding problems by telephone, email, written and in person. Liaising with 3rd party suppliers regarding support of hardware/software and ensure users are kept up to date with progress. Communicating progress on project plans to relevant parties ensuring they are kept informed of progress via telephone, email or in meetings. Resolve IM&T problems by telephone, email, in person or to provide all the relevant information to the other IM&T support teams. Assist and empathise with colleagues who are frustrated or annoyed with an IM&T issue, in a calm, polite and professional manner Provide remote access support where required About us At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer: Flexible working options to help you balance work and life NHS pension scheme for long-term financial security Generous annual leave allowance to recharge and relax A strong focus on career development to help you grow and achieve your potential Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work. We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds. Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London. The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future. Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy. Date posted 22 January 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year OnCall Requirement and driving between sites Contract Permanent Working pattern Full-time Reference number 184-OL-PU-1773 Job locations Yeovil District Hospital Higher Kingston Yeovil Somerset BA21 4AT Job description Job responsibilities The IT Support Technician will have a key role in Digital Services. The post holder will provide IT support for hardware and software used across community and mental health environments, ensuring systems are maintained and supported to the highest standards. The post holder will support the resolution of IM&T support calls in a timely and efficient manner, performing installations, configurations, relocations and decommissioning of computer hardware and software; fault-finding and rectifying problems; tracking the progress of IT support calls and promoting good practice in the use of hardware, software and information governance. The above will be carried out for the Trust in accordance with defined policies and procedures. On occasions there will be a requirement to work outside normal hours to upgrade systems or complete critical tasks Postholder will be required to participate in the On Call Rota The Application must have a driving licence and access to a vehicle Job description Job responsibilities The IT Support Technician will have a key role in Digital Services. The post holder will provide IT support for hardware and software used across community and mental health environments, ensuring systems are maintained and supported to the highest standards. The post holder will support the resolution of IM&T support calls in a timely and efficient manner, performing installations, configurations, relocations and decommissioning of computer hardware and software; fault-finding and rectifying problems; tracking the progress of IT support calls and promoting good practice in the use of hardware, software and information governance. The above will be carried out for the Trust in accordance with defined policies and procedures. On occasions there will be a requirement to work outside normal hours to upgrade systems or complete critical tasks Postholder will be required to participate in the On Call Rota The Application must have a driving licence and access to a vehicle Person Specification Qualifications Essential Good general level of education with a minimum of GCSE Maths and English A to C.Educated to NVQ level 3 in IT related subject or equivalent gained through specific relevant experience Desirable Microsoft MCDST or equivalent qualificationBTEC in IM&T or information systems related subject or 2 years experience in an IM&T support roleMicrosoft MCP qualificationITIL FoundationNVQ in IT or Customer Service Experience Essential Fundamentals of Windows operating systemsPC hardware, operating systems and applications softwareMicrosoft Office and Internet applicationsEmail clientsNetwork ClientsGood knowledge of the steps required to diagnose and resolve IM&T related faults, issues or willing to learnExperience of working in a user support environment for a minimum of 2 years Experience of working as part of a team from or other team working experience Excellent communication skills with the ability to communicate clearly and concisely in writing/verbally using appropriate language for the audience. Ability to convey technical information to a non technical audience in a verbal or written form.Ability to obtain information or necessary facts from users to resolve IM&T issues either by telephone or in personAbility to document support requests accurately, and concisely with an appropriate level of detail within the service desk management systemListens to others viewsAble to take instruction and direction and work effectively as part of a team.Ability to record and retrieve information accurately on paper/electronic records as appropriate. Desirable NHS processes, policies and protocolsCustomer careUse of good questioning techniques Additional Criteria Essential Ability to problem solveRespecting and valuing individual needs.Ability to recognise and manage challenging situations in a calm and professional mannerAn awareness of customer/user requirementsAble to remain calm under pressure Good organisational and administrative skills.Able to work on own initiative and also effectively as part of a team.Excellent organisational skills, ability to manage own time and plan timed activities.Ability to learn new procedures and processes and incorporate into the IM&T support environment.Able to work flexible hours to meet the needs of the service.Accurately follow documented proceduresEnthusiasticWilling to learnAttention to detailEffective team workGood time keeping and attendanceAdvance keyboard skillsAccurate data entry skillsCompassionate and open mindedAct in a ways that supportEquality and Diversity. Drive and have access to a car or other private transport. Person Specification Qualifications Essential Good general level of education with a minimum of GCSE Maths and English A to C.Educated to NVQ level 3 in IT related subject or equivalent gained through specific relevant experience Desirable Microsoft MCDST or equivalent qualificationBTEC in IM&T or information systems related subject or 2 years experience in an IM&T support roleMicrosoft MCP qualificationITIL FoundationNVQ in IT or Customer Service Experience Essential Fundamentals of Windows operating systemsPC hardware, operating systems and applications softwareMicrosoft Office and Internet applicationsEmail clientsNetwork ClientsGood knowledge of the steps required to diagnose and resolve IM&T related faults, issues or willing to learnExperience of working in a user support environment for a minimum of 2 years Experience of working as part of a team from or other team working experience Excellent communication skills with the ability to communicate clearly and concisely in writing/verbally using appropriate language for the audience. Ability to convey technical information to a non technical audience in a verbal or written form.Ability to obtain information or necessary facts from users to resolve IM&T issues either by telephone or in personAbility to document support requests accurately, and concisely with an appropriate level of detail within the service desk management systemListens to others viewsAble to take instruction and direction and work effectively as part of a team.Ability to record and retrieve information accurately on paper/electronic records as appropriate. Desirable NHS processes, policies and protocolsCustomer careUse of good questioning techniques Additional Criteria Essential Ability to problem solveRespecting and valuing individual needs.Ability to recognise and manage challenging situations in a calm and professional mannerAn awareness of customer/user requirementsAble to remain calm under pressure Good organisational and administrative skills.Able to work on own initiative and also effectively as part of a team.Excellent organisational skills, ability to manage own time and plan timed activities.Ability to learn new procedures and processes and incorporate into the IM&T support environment.Able to work flexible hours to meet the needs of the service.Accurately follow documented proceduresEnthusiasticWilling to learnAttention to detailEffective team workGood time keeping and attendanceAdvance keyboard skillsAccurate data entry skillsCompassionate and open mindedAct in a ways that supportEquality and Diversity. Drive and have access to a car or other private transport. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Somerset NHS Foundation Trust Address Yeovil District Hospital Higher Kingston Yeovil Somerset BA21 4AT Employer's website https://www.somersetft.nhs.uk/ (Opens in a new tab)