Job summary
We are looking for an Information Systems Support Assistant to join
NIHR Academy. You will be a vital member of our small, dynamic IT
team. You'll be the first point of contact for our approximately 130
staff members, providing essential support and ensuring the
seamless operation of our IT systems.
We are passionate about delivering excellent IT services,
encompassing everything from daily troubleshooting and system
administration to supporting critical infrastructure projects and
maintaining compliance.
We're looking for an individual with proven experience in IT technical
support with an understanding of Microsoft Azure, who can work
effectively with minimal supervision. The successful candidate will
demonstrate a proactive approach to learning and take full responsibility
for their tasks.
If you are passionate about resolving technical challenges, engaging
with users, and playing a key role committed to maintaining a high performing IT environment, this position offers a perfect opportunity.
Main duties of the job
The Information Systems Support Assistant will provide
comprehensive IT support, acting as the main contact for all in-hours
technical queries. You'll quickly resolve diverse hardware and software issues across laptops, mobile devices, and meeting room
systems. Key duties include incident management, liaising with
suppliers, and delivering user training.
You'll perform essential system administration, including managing
user accounts, maintaining IT assets, and supporting Google
Hub/Suite. This role also involves supporting installations/upgrades,
updating technical documentation, ensuring adherence to IT policies,
and assisting with compliance and risk monitoring to maintain secure
and efficient IT operations for the NIHR Academy.
About us
The National Institute for Health and Care Research (NIHR) has a
mission to improve the health and wealth of the nation through
research. The NIHR plays a pivotal role in attracting, training and
supporting the best researchers and complements the additional
NIHR investment in world-class research facilities and a skilled
research workforce.
This role is hosted by the Leeds Teaching Hospitals Trust (LTHT) and
delivers the work of the NIHR, leading on policy, strategy and delivery
in respect of academic training in England and working closely with
other NIHR centres and the Science Research and Evidence (SRE)
Directorate at the Department of Health and Social Care (DHSC).
Leeds Teaching Hospitals is committed to our process of redeploying
'at risk' members of our existing workforce to new roles. As such, all
our 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
IT Support
- Provide day-to-day consultation, training, instruction, trouble-shooting,
problem-solving to the NIHR Academy users of IS services (liaising
with suppliers where necessary) to resolve issues within service
levels.
- Provide assistance with hardware and software installations, planned
upgrades and maintenance as delegated by senior members of the IS
team.
- Liaise with other members of the IS team for support and escalation,
providing adequate and accurate information in order to discuss and
review escalated calls.
- Act as first point of contact for in-hours support of laptops, printers,
client software, telecommunications devices, etc.
- Responsible for routine daily administration including (but not limited
to):
- Maintaining the IS asset register
- Booking out IS loan equipment
- Checking that IS loan equipment is working and maintained to current
standards
- Managing system issues and tracking ticket resolution via relevant
Service Desk tools.
- Support the Change & Configuration Analysts in delivery and set-up
of NIHR Academy schemes via the ARAMIS Grant Tracker System,
including (but not limited to):
- Forms testing
- supporting release management
- post-release checks
- maintaining system lookups
- Support of Google Hub and GSuite apps e.g. Gmail / Drive / Calendars,
- Resolving service desk requests
- Responsible for set-up of IT requirements for any management
sessions and meetings, including training events
- Assist with development and maintenance of training user guides and
other technical support documentation
- Contribute towards the maintenance of the website and intranet
servers
- Support management of change requests
- Ensure accuracy and data quality within systems
- Assist with production of reports (incidents and changes)
- Provide end-user support for other software in use at NIHR Academy
e.g. Qlikview, SQL, Adobe, Turning Point etc.
- To participate in appropriate training and development activities.
- To ensure that all systems users comply with current IS policies
- Other reasonable duties as required by Senior Management.
Compliance
- Report breaches of confidentiality following NIHR procedures, and
advise managers and staff reporting potential breaches of
confidentiality of the appropriate procedures.
- Help to identify and monitor risks, governance and compliance
requirements related to the Service Desk environment.
- Help to specify and implement appropriate mitigation and/or control
measures.
General
- Liaising with suppliers where necessary to resolve issues within
service levels.
- Working with members of a team for support and escalation,
providing adequate and accurate information in order to discuss and
review escalated calls.
Job description
Job responsibilities
IT Support
- Provide day-to-day consultation, training, instruction, trouble-shooting,
problem-solving to the NIHR Academy users of IS services (liaising
with suppliers where necessary) to resolve issues within service
levels.
- Provide assistance with hardware and software installations, planned
upgrades and maintenance as delegated by senior members of the IS
team.
- Liaise with other members of the IS team for support and escalation,
providing adequate and accurate information in order to discuss and
review escalated calls.
- Act as first point of contact for in-hours support of laptops, printers,
client software, telecommunications devices, etc.
- Responsible for routine daily administration including (but not limited
to):
- Maintaining the IS asset register
- Booking out IS loan equipment
- Checking that IS loan equipment is working and maintained to current
standards
- Managing system issues and tracking ticket resolution via relevant
Service Desk tools.
- Support the Change & Configuration Analysts in delivery and set-up
of NIHR Academy schemes via the ARAMIS Grant Tracker System,
including (but not limited to):
- Forms testing
- supporting release management
- post-release checks
- maintaining system lookups
- Support of Google Hub and GSuite apps e.g. Gmail / Drive / Calendars,
- Resolving service desk requests
- Responsible for set-up of IT requirements for any management
sessions and meetings, including training events
- Assist with development and maintenance of training user guides and
other technical support documentation
- Contribute towards the maintenance of the website and intranet
servers
- Support management of change requests
- Ensure accuracy and data quality within systems
- Assist with production of reports (incidents and changes)
- Provide end-user support for other software in use at NIHR Academy
e.g. Qlikview, SQL, Adobe, Turning Point etc.
- To participate in appropriate training and development activities.
- To ensure that all systems users comply with current IS policies
- Other reasonable duties as required by Senior Management.
Compliance
- Report breaches of confidentiality following NIHR procedures, and
advise managers and staff reporting potential breaches of
confidentiality of the appropriate procedures.
- Help to identify and monitor risks, governance and compliance
requirements related to the Service Desk environment.
- Help to specify and implement appropriate mitigation and/or control
measures.
General
- Liaising with suppliers where necessary to resolve issues within
service levels.
- Working with members of a team for support and escalation,
providing adequate and accurate information in order to discuss and
review escalated calls.
Person Specification
Skills and Behaviours
Essential
- Works well under pressure.
- Logical approach to problem solving and managing competing
- priorities.
- Well organised.
- Good interpersonal skills.
- Customer focused with a view to helping people.
- Experience of Cable management and set up of PCs.
Desirable
- Ability to deputise for senior staff.
- Understanding of customer and supplier organisations.
- Able to apply / relay IT training and policies to customers.
- Evidence of continuing professional development.
- Experience of manual handling of IT equipment including PCs, and
- monitors.
Qualifications
Essential
- Educated to degree level in IT-related subject or equivalent
- qualifications / experience.
- Experience in delivering first and second line support within an ICT
- service delivery organisation.
Desirable
- (ITIL) Foundation Course IT technical qualification e.g. MCSE .
- PRINCE2 or equivalent to foundation level.
Experience
Essential
- Experience of running Service Management processes e.g. service
- desk routines.
- Experience of managing incidents to resolve end user problems
- Technical problem solving of hardware and software issues
- particularly Microsoft products.
- A working knowledge of Corporate or NHS, Industry and professional
- standards.
- Technical understanding of Windows 11, Microsoft Office 2016/365,
- PC / Laptop and peripheral desktop hardware, Anti-virus / Malware
- technologies, Active Directory, MS Exchange.
- Technical understanding of Wireless technologies, Network
- technologies including VPN, Encryption technologies.
Desirable
- A good understanding of MS Server, Backup and archiving systems,
- Industry and professional standards, Call Management systems, ITIL
- Service Management, Application Management, Scripting
- A good understanding of Deployment of patches, critical updates and
- service packs, System administration and / or configuration, Support
- Release Management
Person Specification
Skills and Behaviours
Essential
- Works well under pressure.
- Logical approach to problem solving and managing competing
- priorities.
- Well organised.
- Good interpersonal skills.
- Customer focused with a view to helping people.
- Experience of Cable management and set up of PCs.
Desirable
- Ability to deputise for senior staff.
- Understanding of customer and supplier organisations.
- Able to apply / relay IT training and policies to customers.
- Evidence of continuing professional development.
- Experience of manual handling of IT equipment including PCs, and
- monitors.
Qualifications
Essential
- Educated to degree level in IT-related subject or equivalent
- qualifications / experience.
- Experience in delivering first and second line support within an ICT
- service delivery organisation.
Desirable
- (ITIL) Foundation Course IT technical qualification e.g. MCSE .
- PRINCE2 or equivalent to foundation level.
Experience
Essential
- Experience of running Service Management processes e.g. service
- desk routines.
- Experience of managing incidents to resolve end user problems
- Technical problem solving of hardware and software issues
- particularly Microsoft products.
- A working knowledge of Corporate or NHS, Industry and professional
- standards.
- Technical understanding of Windows 11, Microsoft Office 2016/365,
- PC / Laptop and peripheral desktop hardware, Anti-virus / Malware
- technologies, Active Directory, MS Exchange.
- Technical understanding of Wireless technologies, Network
- technologies including VPN, Encryption technologies.
Desirable
- A good understanding of MS Server, Backup and archiving systems,
- Industry and professional standards, Call Management systems, ITIL
- Service Management, Application Management, Scripting
- A good understanding of Deployment of patches, critical updates and
- service packs, System administration and / or configuration, Support
- Release Management
