Job summary We have an exciting opportunity for a full-time, permanent, Desktop Technician to join our team within the Digital, Data and Technology (DDaT) directorate here at NHS South, Central and West (NHS SCW). The post holder will join a strong and supportive team of Desktop professionals covering GP sites and corporate staff across Surrey. This role is based in Surrey, supporting this area with a requirement to cover other areas if needed. NHS experience in a previous role would be an advantage however we are looking for the right person who has the passion and dedication along with the technical skills and knowledge to make this role their own. They will need to be a business insured car user and hold a Full UK Driving Licence which is a requirement of the role. Main duties of the job Responsible for supporting the provision of a high quality, efficient and customer focused deskside IT support service to a broad range of customer groups To be responsible for the co-ordination and installation of new desktop and peripheral equipment Co-ordinate and perform the installation of hardware and software in a timely, effective manner Maintaining and updating hardware asset records and documentation Following and promoting ITIL working practices The post holder may be required to lift and transport heavy and bulky equipment daily About us As an employee you can benefit from: Company pension scheme 27 days holiday raising to 29 after 5 years' service and 33 at 10 years. Blue Light Card - discount card for NHS employees NHS Fleet Solutions - Car leasing Company phone NHS SCW provide support and transformation services to health and care systems, helping them achieve the best possible outcomes for people, communities and populations. We are non-profit-making and dedicated to meeting the support and transformation needs of Integrated Care Boards, health and care providers such as NHS Trusts and Local Authorities, and NHS England. Our support comes in the form of consultancy advice, transformation delivery, service support and the sharing of best practices. Our 1,800 dedicated staff cover a wide area across the south of England but we also work nationally, acting as system partners, joining the dots between health and care through service transformation and essential system support. With deep roots in the health and social care system, we have a clear perspective on both current and future challenges and a passion for supporting our customers to address them. You will be required to work autonomously and as part of the regional Desktop team. Proper process and escalation should always be followed to enable our customers to achieve the best possible outcomes for their patients and populations. To find out more about what SCW has to offer, please visit Our offer to you page. Date posted 21 October 2024 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year Per Annum Contract Permanent Working pattern Full-time Reference number 891-CSU-7891WH Job locations Dukes Court Woking, Surrey GU21 5BH Job description Job responsibilities The successful applicant will be providing 2nd line support to users of the NHS SCWs IT systems within the Service Level Agreement (SLA) timescales and requirements. They will be configuring, installing and maintaining a wide-range of IT equipment including desktop hardware, software, peripherals, printers, network switches, applications, liaison with and support of 3rd party systems and support of National NHS systems (including clinical systems) and network patching.They will provide assistance, advice, and fault resolution to users of NHS SCWs IT equipment, systems, and network, and manage their own workload within DDaTs call management service, as well as supporting other teams within DDaT including Projects, Technical Operations and Digital Services to deliver their services. The Job Description and Person Specification for the role are outlined in the attached Job Description. Please read these before applying for the role. If you believe this role is for you and you also possess good communication skills, have a customer orientated approach, and believe you can add to a well-established team then we hope to hear from you soon. Thank you for reading. SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions. Job description Job responsibilities The successful applicant will be providing 2nd line support to users of the NHS SCWs IT systems within the Service Level Agreement (SLA) timescales and requirements. They will be configuring, installing and maintaining a wide-range of IT equipment including desktop hardware, software, peripherals, printers, network switches, applications, liaison with and support of 3rd party systems and support of National NHS systems (including clinical systems) and network patching.They will provide assistance, advice, and fault resolution to users of NHS SCWs IT equipment, systems, and network, and manage their own workload within DDaTs call management service, as well as supporting other teams within DDaT including Projects, Technical Operations and Digital Services to deliver their services. The Job Description and Person Specification for the role are outlined in the attached Job Description. Please read these before applying for the role. If you believe this role is for you and you also possess good communication skills, have a customer orientated approach, and believe you can add to a well-established team then we hope to hear from you soon. Thank you for reading. SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions. Person Specification Values & Behaviours Essential Patient First - Customer Excellence Aspirational Collaborative Insightful Respectful Education Desirable ITIL Foundation Level Certificate Knowledge & Experience Essential Degree (or equivalent) in IT, Information Systems, related subject, or 2 years in a relevant role Good general level of education to GCSE or equivalent, particularly in English and Mathematics Evidence of continuing professional development Evidence of general knowledge and experience in supporting hardware, operating systems and applications Good understanding of PCs and peripheral hardware, Microsoft Office applications, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser applications, Service Desk systems, Microsoft Windows client OS, Basic Network troubleshooting, IT Security basics, ITSM tools, e.g. TOPdesk. Desirable Microsoft Desktop Support Technician Certificate (MCDST) (Windows 7 / 10) or equivalent Knowledge of Primary Care and Clinical Commissioning environment Skills & Capabilities Essential Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options Able to work in a team with good interpersonal skills including tact and discretion Ability to accurately follow documented procedures Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels Excellent verbal and telephone communication skills Full Driving Licence Demonstrate a commitment to undertake further training and development as agreed with line manager Self-motivated with the ability to motivate and empower others to achieve specific goals Drive, passion and enthusiasm, with the ability to relate well with other members of the team Enhanced keyboard skills Frequent manual handling of IT equipment including PCs, Servers and Racks Ability to deal with variations in workload and an unpredictable work pattern Frequent requirement to re-prioritise work and resources Periods of intense concentration required when diagnosing and resolving complex IT service issues Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job) Regular requirement to work in pressurised environment and manage competing priorities with resource challenges Desirable Regular requirement to work in pressurised environment and manage competing priorities with resource challenges Person Specification Values & Behaviours Essential Patient First - Customer Excellence Aspirational Collaborative Insightful Respectful Education Desirable ITIL Foundation Level Certificate Knowledge & Experience Essential Degree (or equivalent) in IT, Information Systems, related subject, or 2 years in a relevant role Good general level of education to GCSE or equivalent, particularly in English and Mathematics Evidence of continuing professional development Evidence of general knowledge and experience in supporting hardware, operating systems and applications Good understanding of PCs and peripheral hardware, Microsoft Office applications, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser applications, Service Desk systems, Microsoft Windows client OS, Basic Network troubleshooting, IT Security basics, ITSM tools, e.g. TOPdesk. Desirable Microsoft Desktop Support Technician Certificate (MCDST) (Windows 7 / 10) or equivalent Knowledge of Primary Care and Clinical Commissioning environment Skills & Capabilities Essential Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options Able to work in a team with good interpersonal skills including tact and discretion Ability to accurately follow documented procedures Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels Excellent verbal and telephone communication skills Full Driving Licence Demonstrate a commitment to undertake further training and development as agreed with line manager Self-motivated with the ability to motivate and empower others to achieve specific goals Drive, passion and enthusiasm, with the ability to relate well with other members of the team Enhanced keyboard skills Frequent manual handling of IT equipment including PCs, Servers and Racks Ability to deal with variations in workload and an unpredictable work pattern Frequent requirement to re-prioritise work and resources Periods of intense concentration required when diagnosing and resolving complex IT service issues Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job) Regular requirement to work in pressurised environment and manage competing priorities with resource challenges Desirable Regular requirement to work in pressurised environment and manage competing priorities with resource challenges Employer details Employer name NHS South Central and West Commissioning Support Unit Address Dukes Court Woking, Surrey GU21 5BH Employer's website https://www.scwcsu.nhs.uk/ (Opens in a new tab)