Job summary Northumbria Healthcare is making a significant investment in new technology to transform how we deliver care. The multi-million pound programme is both challenging in the expectation of delivery as well as ensuring that our services are both robust and resilient at all times. An opportunity has arisen for a Desktop Technician to join the Digital Services Team at Northumbria Healthcare NHS Foundation Trust. Working as part of the Service Support Team, you will be responsible for resolving incidents recorded by the Service Desk. The post will be based at theManufacturing and Innovation Hub premises in Seaton Delaval, providing on-site supportforIT hardware and systems. Aswell as support services to other Trust sites such as North Tyneside General Hospital, Hexham General Hospital and the Northumbria Specialist Emergency Care Hospital in Cramlington. Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received. Main duties of the job The Desktop Technician role is installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required. Demonstrable support skills for Windows operating systems, desktop hardware, and Microsoft Office suites are essential, alongside excellent customer service skills. Regular liaison with other service delivery teams and third party suppliers is key to the role, and therefore excellent communication skills are required. You will have recent and comprehensive experience in installing and supporting the use of PCs, software, and other desktop equipment in a corporate environment. You will be providing a customer focused support service to end users, including problem solving and resolution. The successful candidate will be able to manage their workload to achieve response and resolution of all incidents within the Service Level Agreement. About us We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality opening a state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way Please read applicant guidance notes before submitting your application. Date posted 21 February 2025 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year per annum Contract Permanent Working pattern Full-time, Flexible working Reference number 319-6959079JN Job locations Manufacturing and Innovation Hub Avenue Road Seaton Delaval NE25 0QJ Job description Job responsibilities To provide timely and effective support for all PC equipment and software throughout Client organisations. To provide on-going IT Support throughout the Trust at the desktop or using remote control tools. To successfully register, install, and configure new IT desktop equipment in a timely manner, in line with Trust standards and within the agreed terms of the Service Level Agreement. To participate in project work as and when requested. To escalate incidents that cannot be resolved to the Senior Desktop Analyst. To participate in the on-call rota. To liaise with third-party suppliers, where appropriate, to highlight technical issues and product performance improvements. To be flexible in managing incident response and resolution process within governing policies. To troubleshoot and resolve Service Desk incidents in a timely manner and in line with servicestandards and within the agreed terms of the Service Level Agreement. To maintain accurate records of installation and disposal to industry standards as required. To analyse situations and information to identify and resolve a range of incidents e.g.Computer system errors, Users computer issues, application errors and network faults. To take responsibility for all assigned incidents and work co-operatively with Team To baseline and document standard configurations for all user functions. To administer desktop estate using tools for asset management, power management endpoint security, and software deployment. To maintain software library Secure storage of End user devices Provide non-standard desktop equipment appropriate for the end users requirements To document, develop, and maintain image and build library for desktop and laptop computers To ensure new equipment is installed and configured in a timely manner and in line with agreed service standards and service levels2. Management and administration of Inventory, License Management, and Software Metering Tools To work within the service Security Policy at all times and ensure all systems supported comply with this. To provide timely proactive and reactive support for all users of PC-based systems and ensure that these users are able to use the software and hardware to its full effectiveness. Supervise and mentor junior members of staff in line with the core values of the service To undergo staff training and development as required and attend all team and servicemeetings. Assist in research projects as required Job description Job responsibilities To provide timely and effective support for all PC equipment and software throughout Client organisations. To provide on-going IT Support throughout the Trust at the desktop or using remote control tools. To successfully register, install, and configure new IT desktop equipment in a timely manner, in line with Trust standards and within the agreed terms of the Service Level Agreement. To participate in project work as and when requested. To escalate incidents that cannot be resolved to the Senior Desktop Analyst. To participate in the on-call rota. To liaise with third-party suppliers, where appropriate, to highlight technical issues and product performance improvements. To be flexible in managing incident response and resolution process within governing policies. To troubleshoot and resolve Service Desk incidents in a timely manner and in line with servicestandards and within the agreed terms of the Service Level Agreement. To maintain accurate records of installation and disposal to industry standards as required. To analyse situations and information to identify and resolve a range of incidents e.g.Computer system errors, Users computer issues, application errors and network faults. To take responsibility for all assigned incidents and work co-operatively with Team To baseline and document standard configurations for all user functions. To administer desktop estate using tools for asset management, power management endpoint security, and software deployment. To maintain software library Secure storage of End user devices Provide non-standard desktop equipment appropriate for the end users requirements To document, develop, and maintain image and build library for desktop and laptop computers To ensure new equipment is installed and configured in a timely manner and in line with agreed service standards and service levels2. Management and administration of Inventory, License Management, and Software Metering Tools To work within the service Security Policy at all times and ensure all systems supported comply with this. To provide timely proactive and reactive support for all users of PC-based systems and ensure that these users are able to use the software and hardware to its full effectiveness. Supervise and mentor junior members of staff in line with the core values of the service To undergo staff training and development as required and attend all team and servicemeetings. Assist in research projects as required Person Specification Qualifications / Professional Registration Essential Relevant degree or demonstrable experience Experience and Knowledge Essential Highly developed specialist knowledge acquired through a Degree in IT related discipline or equivalent experience Experience of delivering high quality, customer focused, support to a range of customers. Desirable Knowledge and experience of working with secure corporate wireless networks Experience of working to Service Level Agreement targets and managing own workloads to meet them. Other requirements Essential It is an essential requirement of the role that the post holder has a valid driving licence and is either a car owner and able to use the car for work purposes, or has a Trust personal lease vehicle which may be used for the role. However, the Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role Person Specification Qualifications / Professional Registration Essential Relevant degree or demonstrable experience Experience and Knowledge Essential Highly developed specialist knowledge acquired through a Degree in IT related discipline or equivalent experience Experience of delivering high quality, customer focused, support to a range of customers. Desirable Knowledge and experience of working with secure corporate wireless networks Experience of working to Service Level Agreement targets and managing own workloads to meet them. Other requirements Essential It is an essential requirement of the role that the post holder has a valid driving licence and is either a car owner and able to use the car for work purposes, or has a Trust personal lease vehicle which may be used for the role. However, the Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Northumbria Healthcare NHS Foundation Trust Address Manufacturing and Innovation Hub Avenue Road Seaton Delaval NE25 0QJ Employer's website https://www.northumbria.nhs.uk/ (Opens in a new tab)