Main area: IT Operations
Grade: NHS AfC: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week (Monday to Friday 8.30am to 5pm. On Call is required on a rota.)
Job ref: 388-6619112-A&C
Employer: Torbay and South Devon NHS Foundation Trust
Employer type: NHS
Site: Regent house
Town: Torquay
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 01/11/2024 23:59
Technical Support Officer
NHS AfC: Band 4
Job overview
To work as part of our Desktop Operations Team, in order to support and manage our desktop environment and provide a high-quality service to the healthcare community and GP surgeries, our key responsibilities of the role are:
* To take ownership of, and resolve, allocated Incidents and service requests raised by users through the IT service desk.
* Provide technical support, and undertake the necessary work required, to implement and deliver to agreed SLA’s.
* Have a high knowledge of IT systems and supporting them, such as Office 365, Windows 10 and 11.
* Assist with 2nd line support via a central service desk ensuring it is maintained to acceptable levels as required.
* Provide a high technical level of fault diagnosis support for all desktop equipment and associated specialist peripheral devices. Report any problems to maintenance companies as necessary.
* Build and develop productive working relationships with stakeholders such as clinicians, customer organisations, other technical or non-technical teams, other NHS organisations, and external suppliers.
* Maintain existing documentation including the creation of installation and user scripts.
* Take responsibility for own workload.
* Provide a high technical level of fault diagnosis support for iOS devices and have an understanding that will allow you to diagnose and fault-find issues.
* Candidate must have a FULL UK MANUAL DRIVING LICENSE.
Working for our organisation
Our Desktop Operations team is made up of individuals who have a flexible approach. The team is very friendly and has years of knowledge and experience we are willing to share.
Detailed job description and main responsibilities
* Work closely with the service desk, providing regular updates as required.
* Keep the end user fully updated with progress on outstanding calls on a regular basis.
* Build and develop productive working relationships with stakeholders such as clinicians, customer organisations, other technical or non-technical teams, other NHS organisations, and suppliers.
* Provide the technical support and undertake the necessary work required to implement and deliver defined SLA’s.
* Take responsibility for own workload making sure that assigned calls are updated and users are kept up to date at all times.
* Assist the Desktop Operations team with management and maintenance of the desktop/end user technology environment.
* Accountable to Desktop Operation Team Leaders, Desktop Operations Manager, IT Operations Manager, and HIS Director.
* Take responsibility for delivering services to contractual SLAs.
* Follow all policies in relation to the use of desktop equipment and associated devices. Advise users on the need to follow such policies.
* Responsible for equipment and resources under the ownership of IT operations.
* Plan own workload in order to meet deadlines and SLA's.
* Extensive use of common IT products & technologies for supporting the business.
* Install all software ensuring that the legal licensing requirements are adhered to.
Please refer to your suitability to the post in your supporting information from the role requirements or person specification.
Person specification
Qualifications and Training
* NVQ level 4 in information technology or equivalent knowledge gained by experience.
* MCITP Certification with focus on desktop support, e.g. MCITP: Enterprise Desktop Administrator on Windows 10, or legacy equivalent e.g. MCDST.
Knowledge and Skills
* Technical knowledge of MS operating systems and applications.
* Technical knowledge of desktop PC and peripheral hardware.
* Technical knowledge of iOS devices.
* Demonstrable experience of implementing and supporting desktop PCs, laptops, mobile devices, and peripherals.
* Experience of supporting end users.
* Sound working knowledge of networking and knowledge of networking protocols server technologies relevant to the end user computing environment.
Special Experience
* Substantial, proven, relevant experience working within a Desktop environment.
* Evidence of good communication skills in a previous role.
* Substantial experience of working in a healthcare IT environment.
Employer certification / accreditation badges
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
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