Job summary
In the challenging arena of IM&T within the NHS, the Trust is leading in the development of electronic digital clinical systems through the implementation and development of its eRecord Programme.
With a strategic IM&T Programme in place our plans are to implement high quality solutions that deliver the benefits required to support the clinical and operational services of the Trust and the wider community.
With the increasing dependence on IM&T within the organisation and the introduction of new systems, we are seeking to recruit the above posts, adding to the existing Infrastructure and Desktop Support teams.
- Interview Date 01/06/2023
- 37 Hours 3 Minutes/Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
Main duties of the job
This role requires experience of end user computing first and second level support, including hardware and software support, PC, and peripherals setups, troubleshooting and repairs.
An in-depth technical knowledge and expertise of IT hardware, Operating Systems and Application software, in particular Lenovo and HP devices and the suite of Microsoft applications.
Experience of supporting devices in a complex Enterprise networked environment, including installation, support and troubleshooting of network clients and other communications products and providing updates into a Service Management Helpdesk tool is required working within an ITIL based framework.
About us
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with over 18,000 staff and an annual income of £1 billion.
Rated 'Outstanding' by theCQC for the second consecutive time in 2019, we have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We're also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 1.84 million patients 'contacts' each year, delivering high standards of healthcare.
We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Job description
Job responsibilities
- To provide first and second line desktop support services to users of information technology across the Trust, in order to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the desk-side.
- To install, configure and maintain and upgrade a wide range of desktop hardware and software.
- To assist users in the choice of appropriate hardware and software, including desktops, laptops, PDAs, printers, scanners etc
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Job description
Job responsibilities
- To provide first and second line desktop support services to users of information technology across the Trust, in order to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the desk-side.
- To install, configure and maintain and upgrade a wide range of desktop hardware and software.
- To assist users in the choice of appropriate hardware and software, including desktops, laptops, PDAs, printers, scanners etc
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Person Specification
Qualifications & Education
Essential
- HND level in an IT related subject or experience in an IT Support working in a Desktop Support Team
- Full Driving License
Desirable
- BTEC or working towards formal IT qualifications
- Relevant technical certifications or qualifications
- A+ Certification
- ITIL Foundation
Knowledge & Experience
Essential
- 1st & 2nd level experience in a customer service & Desktop Support environment
- Technical knowledge & expertise of IT hardware, operating systems & end-user software, in particular Dell / Lenovo desktop PCs & HP Printers
- Sound Knowledge of Microsoft applications including: oMS Office oMS Windows Operating Systems
- Knowledge of & experience in using Service Desk software
- Familiarity with on-line technical & support resources
- Excellent knowledge of PC & Printer architectures
Desirable
- Basic knowledge of networks
- Awareness of NHS Systems
- Familiarity with on-line technical and support resources
- Experience of Microsoft Windows 7 deployments and upgrades
- Knowledge of Service desk operations
Skills & Abilities
Essential
- Good IT skills & accurate keyboard skills
- Communicates well with good oral & listening skills
- Good telephone manner & clear diction ability
- Ability to interact effectively with internal & external personnel
- Able to work under pressure & meet deadlines
- The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (e.g. tact, diplomacy, negotiation, influencing, assertiveness)
- Good time management skills
- Ability to perform well without supervision
- Good planning & problem solving skills
- Flexible approach to working hours & practices (to cover staff holidays & absence)
Desirable
- Excellent customer service skills
Person Specification
Qualifications & Education
Essential
- HND level in an IT related subject or experience in an IT Support working in a Desktop Support Team
- Full Driving License
Desirable
- BTEC or working towards formal IT qualifications
- Relevant technical certifications or qualifications
- A+ Certification
- ITIL Foundation
Knowledge & Experience
Essential
- 1st & 2nd level experience in a customer service & Desktop Support environment
- Technical knowledge & expertise of IT hardware, operating systems & end-user software, in particular Dell / Lenovo desktop PCs & HP Printers
- Sound Knowledge of Microsoft applications including: oMS Office oMS Windows Operating Systems
- Knowledge of & experience in using Service Desk software
- Familiarity with on-line technical & support resources
- Excellent knowledge of PC & Printer architectures
Desirable
- Basic knowledge of networks
- Awareness of NHS Systems
- Familiarity with on-line technical and support resources
- Experience of Microsoft Windows 7 deployments and upgrades
- Knowledge of Service desk operations
Skills & Abilities
Essential
- Good IT skills & accurate keyboard skills
- Communicates well with good oral & listening skills
- Good telephone manner & clear diction ability
- Ability to interact effectively with internal & external personnel
- Able to work under pressure & meet deadlines
- The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (e.g. tact, diplomacy, negotiation, influencing, assertiveness)
- Good time management skills
- Ability to perform well without supervision
- Good planning & problem solving skills
- Flexible approach to working hours & practices (to cover staff holidays & absence)
Desirable
- Excellent customer service skills
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.
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.
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).
