Norfolk & Suffolk Foundation NHS Trust

Desktop Support Technician

Information:

This job is now closed

Job summary

The Desktop Support team works alongside the Service Desk to provide support that cannot be performed remotely. In addition, team members will be required to contribute to other IT service management processes, functions and projects to ensure that service operation is efficient and professional.

The vision of the Service Desk and the Desktop Support Team is to become a centre of excellence that provides IT support and services that are business aligned, performance driven, customer focused and adhering to industry best practice. The team is to embrace the Trust values and to demonstrate these in their day-to-day work, making a difference in everything that they do - "Transforming Care Through Technology..."

The Desktop Support Technician role will include:

Incident Management

  • Technical support of a wide range of hardware and software technologies.
  • Desktop Support at all NSFT sites across Norfolk and Suffolk
  • Service request fulfilment, including office moves
  • Service Asset and Configuration Management
  • Installation/decommissioning of desktop hardware and software
  • 1st level support of NSFT Clinical and Business Systems
  • Knowledge Management
  • Problem Management
  • Provision of excellent customer service
  • Achievement of Service Level Agreement and KPIs
  • Project and operational support, as and when required.
  • Active contribution to the Continual Service Improvement Plan

Main duties of the job

Technical Support (local/on-site and remote)

To provide technology support to NSFT, including:

Hardware, software, local infrastructure and telephony

'Break-fix', service requests, 'how do I', general advice, instruction and explanation

Support will include trouble-shooting and diagnostics of complex problems, and performing root cause analysis

Support will be given remotely and/or on-site at all NSFT sites. Remote

support will always be the preferred method. Exceptions will only be in circumstances where desk side support is necessary and or VIP/customer care support is required

Support will be 2nd line in nature, but 1st line maybe required dependent on demand

Build, install, and removal of PCs and associated hardware. This is driven by the Service Request process and/or the continual refresh of the desktop estate.

Safe and secure disposal of hardware

Active Directory administration

  • Software installation, in accordance with Trust process and policy

Manage own work load with direction from Desktop Support Manager and Desktop Supervisor

Incident Management

Service Request Fulfilment

Configuration Management

About us

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Details

Date posted

13 August 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year gross per annum (pro rata)

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

246-COR6288786

Job locations

Yew tree Lodge

Drayton high Road , Norwich , NR6 5BE

Norwich

NR6 5BE


Job description

Job responsibilities

Incident Management

  • Technical support of a wide range of hardware and software technologies.
  • Desktop Support at all NSFT sites across Norfolk and Suffolk
  • Service request fulfilment, including office moves
  • Service Asset and Configuration Management
  • Installation/decommissioning of desktop hardware and software
  • 1st level support of NSFT Clinical and Business Systems
  • Knowledge Management
  • Problem Management
  • Provision of excellent customer service
  • Achievement of Service Level Agreement and KPIs
  • Project and operational support, as and when required.
  • Active contribution to the Continual Service Improvement Plan

Job description

Job responsibilities

Incident Management

  • Technical support of a wide range of hardware and software technologies.
  • Desktop Support at all NSFT sites across Norfolk and Suffolk
  • Service request fulfilment, including office moves
  • Service Asset and Configuration Management
  • Installation/decommissioning of desktop hardware and software
  • 1st level support of NSFT Clinical and Business Systems
  • Knowledge Management
  • Problem Management
  • Provision of excellent customer service
  • Achievement of Service Level Agreement and KPIs
  • Project and operational support, as and when required.
  • Active contribution to the Continual Service Improvement Plan

Person Specification

Qualifications

Essential

  • Degree standard or equivalent in a specialist IT related qualification

Desirable

  • Cisco CCNA, CompTIA qualifications

Experience

Essential

  • Support of hardware/software issues within desktop environment.
  • Sound knowledge of basic networking principles, Active Directory, SCCM

Desirable

  • Routers, switches, VPN, Skype
  • Experience in troubleshooting exchange/outlook issues

Knowledge

Essential

  • Windows 10

Desirable

  • The NHS and it's Operational Structures, ITIL processes

other

Essential

  • Full driving licence, Ability to travel
Person Specification

Qualifications

Essential

  • Degree standard or equivalent in a specialist IT related qualification

Desirable

  • Cisco CCNA, CompTIA qualifications

Experience

Essential

  • Support of hardware/software issues within desktop environment.
  • Sound knowledge of basic networking principles, Active Directory, SCCM

Desirable

  • Routers, switches, VPN, Skype
  • Experience in troubleshooting exchange/outlook issues

Knowledge

Essential

  • Windows 10

Desirable

  • The NHS and it's Operational Structures, ITIL processes

other

Essential

  • Full driving licence, Ability to travel

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

Norfolk & Suffolk Foundation NHS Trust

Address

Yew tree Lodge

Drayton high Road , Norwich , NR6 5BE

Norwich

NR6 5BE


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer details

Employer name

Norfolk & Suffolk Foundation NHS Trust

Address

Yew tree Lodge

Drayton high Road , Norwich , NR6 5BE

Norwich

NR6 5BE


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Desktop Support Manager

Andy Blowers

andrew.blowers@nsft.nhs.uk

07827976916

Details

Date posted

13 August 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year gross per annum (pro rata)

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

246-COR6288786

Job locations

Yew tree Lodge

Drayton high Road , Norwich , NR6 5BE

Norwich

NR6 5BE


Supporting documents

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