Job summary
An opportunity has arisen for a Senior Desktop Support Officer to support the delivery of high-quality IT Support Services to the Trust.
We are looking for motivated, proactive individuals with a clear patient focus to join the Desktop Support Team delivering high quality second and third line support to our end users. You will be able to demonstrate excellent listening and communication skills with an ability to work under pressure and to deadlines. You will be required to continually develop your skills and knowledge to keep up to date with technological advances. You will play a key role in maintaining and upgrading hardware and systems across the organisation and will work with colleagues to continuously improve our services to the Trust.
The role will be paramount to providing timely support to clinical users to ensure minimum disruption to patient care, and with the trustin the middle of a major hardware overhaul and a continuing Office 365 upgrade, now is a great time to join our team.
You can expect to be part of an IT team committed to delivering a secure and flexible infrastructure, high quality services and innovation to NHS staff and patients.
- Interview Date: 8th June 2023
- 37 Hours 30 Minutes per a 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
- Providing high quality end user support services for all IT issues both within NUTH and supported third party organisations
- Provide second level end user support to Trust and supported third party organisations
- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations
- An ability to prioritise workloads to maximise the productivity of the desktop support function
- An ability to work both under own initiative and also as a team player, with colleagues from both the Trust and from associated organisations
- An ability to provide basic end-user familiarisation with PC hardware and software facilities when installing new or upgraded systems for end users
- An ability to provide basic end-user familiarisation with peripherals facilities when installing new or upgraded systems for end users
- An ability to assess the suitability of PC locations from a Health & Safety perspective in relation to adequate lighting, desk space, seating arrangements
- Provide regular feedback to users on status and progress of their calls, including a knowledge of when to refer calls to alternative support staff or other support organisations
- Work with other support staff in the local NUTH health community in the implementation of helpdesk facilities to support healthcare delivery.
- Ensure that the highest quality advice and support is given to managers and clinicians to enable maximum achievement of benefits from IT
- Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations
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
- Providing high quality end user support services for all IT issues both within NUTH and supported third party organisations
- Provide second level end user support to Trust and supported third party organisations
- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations
- An ability to prioritise workloads to maximise the productivity of the desktop support function
- An ability to work both under own initiative and also as a team player, with colleagues from both the Trust and from associated organisations
- An ability to provide basic end-user familiarisation with PC hardware and software facilities when installing new or upgraded systems for end users
- An ability to provide basic end-user familiarisation with peripherals facilities when installing new or upgraded systems for end users
- An ability to assess the suitability of PC locations from a Health & Safety perspective in relation to adequate lighting, desk space, seating arrangements
- Provide regular feedback to users on status and progress of their calls, including a knowledge of when to refer calls to alternative support staff or other support organisations
- Work with other support staff in the local NUTH health community in the implementation of helpdesk facilities to support healthcare delivery.
- Ensure that the highest quality advice and support is given to managers and clinicians to enable maximum achievement of benefits from IT
- Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations
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
Skills
Essential
- Good IT skills and accurate keyboard skills
- Communicates well with good oral and listening skills
- Good telephone manner and clear diction ability
- Ability to interact effectively with internal and external personnel
- Able to work under pressure and 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 and problem solving skills
- Flexible approach to working hours and practices (to cover staff holidays and absence)
Desirable
- Excellent customer service skills
Qualifications and Education
Essential
- Educated to at least Degree level in an IT related subject or previous experience in an IT Support role
- Full Driving License
Desirable
- Degree in a related Technical Subject
- BTEC or other formal IT Qualifications
Knowledge and Experience
Essential
- 1st and 2nd level experience in a customer service and Desktop Support environment
- Technical knowledge and expertise of IT hardware, operating systems and end-user software, in particular Lenovo desktop PCs and Laptops
- Extensive knowledge of Microsoft applications
- Excellent knowledge of PC and laptops, Xerox devices and Printer architectures
- Knowledge of and experience in using Service Desk software
- Familiarity with on-line technical and support resources
Desirable
- Basic knowledge of networks
- Awareness of NHS Systems
- Experience of Microsoft Windows OS deployments and upgrades
- Knowledge of Service desk operations
Person Specification
Skills
Essential
- Good IT skills and accurate keyboard skills
- Communicates well with good oral and listening skills
- Good telephone manner and clear diction ability
- Ability to interact effectively with internal and external personnel
- Able to work under pressure and 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 and problem solving skills
- Flexible approach to working hours and practices (to cover staff holidays and absence)
Desirable
- Excellent customer service skills
Qualifications and Education
Essential
- Educated to at least Degree level in an IT related subject or previous experience in an IT Support role
- Full Driving License
Desirable
- Degree in a related Technical Subject
- BTEC or other formal IT Qualifications
Knowledge and Experience
Essential
- 1st and 2nd level experience in a customer service and Desktop Support environment
- Technical knowledge and expertise of IT hardware, operating systems and end-user software, in particular Lenovo desktop PCs and Laptops
- Extensive knowledge of Microsoft applications
- Excellent knowledge of PC and laptops, Xerox devices and Printer architectures
- Knowledge of and experience in using Service Desk software
- Familiarity with on-line technical and support resources
Desirable
- Basic knowledge of networks
- Awareness of NHS Systems
- Experience of Microsoft Windows OS deployments and upgrades
- Knowledge of Service desk operations
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
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).
