Main area: Information Technology
Grade Band: 3
Contract: Permanent
Hours: Full time - 37.5 hours per week (pa with enhancements when covering operative and technician rota)
Job ref: 412-CORP-6924357
Employer: Mid Cheshire Hospitals NHS Foundation Trust
Employer type: NHS
Site: Leighton Hospital
Town: Crewe
Salary: £24,071 - £25,674 pa
Salary period: Yearly
Closing: 06/03/2025 23:59
Job overview
This is an additional post due to the expansion of services, and is an exciting opportunity as a Junior Technician within the IT Service Desk at Mid Cheshire Hospitals. We are looking for a flexible individual who is passionate about IT and providing excellent levels of service to Trust staff.
As a Junior IT Technician, you will provide advanced 1st and basic 2nd line support to all users, investigating and diagnosing IT faults and problems.
This role will play a key part in the management of the equipment requests, ensuring they are ordered, deployed, and managed effectively.
This is a great opportunity to work within a fast-paced and exciting environment that is continually changing on a monthly basis, offering constant challenges and personal development.
The post holder will cover all sites that we support at Mid Cheshire Hospitals; this role will occasionally support both the 1st line and 2nd line 24/7 rota.
Main duties of the job
This is an exciting opportunity within the IT Service Desk that supports Trust staff in everyday support issues.
This post is crucial in supporting staff with FAQs, common difficulties, and time-sensitive queries. This role aims to solve problems at the first point of contact so that Trust staff can continue with their day as soon as possible.
The post holder will be expected to extract the relevant information from the end user to enable them to either resolve the call at the 1st point of contact or furnish the appropriate team with the details they require to resolve the issue.
All calls are to be logged on the Trust's Sunrise Help Desk system and assigned to the correct support team. There will also be a responsibility for processing user setup and password requests, including the audit and processing of leavers and associated filing.
You will need to provide good customer support to all users and to communicate with people at all levels, both in writing and on the phone.
This role will play a key part in the Operative rota and Technician 24/7 rota.
In addition to the advertised pay, this post will attract enhancement payments for weekend working, in line with agenda for change terms and conditions.
Detailed job description and main responsibilities
1. Provide advanced 1st and basic 2nd line support to all users, investigating and diagnosing IT faults and problems including hardware and software problems on client machines, servers, and network equipment.
2. Assist the IT Technicians in providing comprehensive IT support to staff within the Trust and contribute to new and existing local documentation, user guides, and information.
3. Keep accurate and timely records within the IT Service Desk, making sure that the end user always receives feedback on the progress of faults and changes.
4. Manage the flow of tickets through the helpdesk to ensure they are triaged effectively and have the correct SLA assigned.
5. Assess incoming incidents and prioritise work according to timescales and processes.
6. Escalate issues impacting your ability to complete tasks or meet specific objectives to the IT Service Desk management team ensuring issues are flagged in a timely manner.
7. Install and configure networked PCs, laptops, and peripheral devices including printers across all Trust locations.
8. Create User Accounts, manage permissions and passwords.
9. Provide additional support to end users as required.
10. Complete checklists for daily/weekly/monthly tasks as set out by the IT Service Desk Manager.
11. Engage in training opportunities to further develop skills and knowledge in key areas, such as desktop support, networking, and operating systems.
12. Maintain satisfactory standards of safety and security in relation to rooms and equipment.
13. Undertake any other relevant duties as may reasonably be requested by your line manager.
Person specification
Knowledge
* Knowledge of Office
* Experience of working in an IT support environment
Practical skills
Skills
* Computer skills, especially Microsoft Office applications
* Good level of education e.g. NVQ/GCSE in a computer-related subject
* Importance of equality, diversity, and rights
* Demonstrate verbal and written communication skills
* Ability to use a wide variety of IT systems
* Ability to learn and adapt quickly
* ECDL
* Knowledge of ITIL processes
* Ability to communicate effectively and professionally with all levels of staff within the Trust
Contact Information
Name: James Norton
Job title: Head of IT Service Delivery
Email address: james.norton@mcht.nhs.uk
Telephone number: 01270 278364
If you have problems applying, contact
Address: Recruitment Team
Leighton Hospital
Middlewich Road
Crewe
Cheshire
CW1 4QJ
Telephone: 01270 904488
#J-18808-Ljbffr