Job summary
An opportunity has arisen for an Apprentice Desktop Support Officer within the Trust IT Department, 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. In this role you will learn best practices and knowledge to support 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 advancements. You will play a key role in maintaining and upgrading hardware 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 trust in the middle of a major hardware overhaul, 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 19/09/2023
- 37 Hours 30 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
- The post holder will be required to provide first and second line desktop support to users in a complex networked IT infrastructure. The Trust has over 15,000 desktop PC's/Laptops, a wide range of other peripherals, used by over 16,000 staff.
- Information Technology is increasingly used in the provision of patient care and you will be required to provide support for IT equipment connected to automated Lab Analysers, Linear Accelerators and other diagnostic and treatment equipment.
- Most desktop devices are connected to the Trust's highly resilient network, which provides high speed data transfer between clients and over 1000 servers providing application services, the Storage Area Network and provides connectivity for the IP Telephone system.
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.
Please see attached information on what Staff Benefits we have to offer at our Trust.
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, 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.
- Provide assistance to the Senior Desktop Support Officers to Diagnose and repair PCs, laptops, peripherals and applications.
- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
- Maintain up to date IT Records and Asset Management as required.
- Maintain up to date knowledge of technical hardware used within the trust.
- Provide Basic End User familiarisation with PC hardware facilities when installing new or upgrade systems for end users.
- Provide Basic End User familiarisation with peripherals facilities when installing new or upgraded systems for end users.
- Assess the suitability of PC locations before installation from a health and safety perspective.
- Be flexible in your approach to work in order to support the 3 primary sites and our community sites as required.
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, 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.
- Provide assistance to the Senior Desktop Support Officers to Diagnose and repair PCs, laptops, peripherals and applications.
- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
- Maintain up to date IT Records and Asset Management as required.
- Maintain up to date knowledge of technical hardware used within the trust.
- Provide Basic End User familiarisation with PC hardware facilities when installing new or upgrade systems for end users.
- Provide Basic End User familiarisation with peripherals facilities when installing new or upgraded systems for end users.
- Assess the suitability of PC locations before installation from a health and safety perspective.
- Be flexible in your approach to work in order to support the 3 primary sites and our community sites as required.
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 and Education
Essential
- Minimum of 5 GCSE's A-C/9-4 including ICT, Maths and English. Maths and English may be in a form of Functional Skills/Key Skills Level 2
Desirable
- BTEC, A Level or Level 3 qualification
- Relevant technical certifications or qualifications
Knowledge and Experience
Essential
- Basic understanding of Applications, including installation and configuration
- Basic knowledge and experience of Microsoft Operating Systems
Desirable
- Basic knowledge of networks
- Experience of installing and supporting PCs and Peripherals
- Awareness of NHS Systems
- Familiarity with on-line technical and support resources
- Knowledge of Service desk operations
- 1st and 2nd level experience in a customer service and Desktop Support environment
Skills and Abilities
Essential
- Good IT skills and accurate keyboard skills
- Communicates well with good oral and listening skills
- Good telephone manner and clear diction ability
- Good written communication skills
- Able to work under pressure and meet deadlines
- Good time management skills
- Ability to work well unsupervised
- Excellent problem-solving and troubleshooting skills.
Desirable
- Excellent customer service skills
- 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)
- Ability to interact effectively with internal and external personnel
Person Specification
Qualifications and Education
Essential
- Minimum of 5 GCSE's A-C/9-4 including ICT, Maths and English. Maths and English may be in a form of Functional Skills/Key Skills Level 2
Desirable
- BTEC, A Level or Level 3 qualification
- Relevant technical certifications or qualifications
Knowledge and Experience
Essential
- Basic understanding of Applications, including installation and configuration
- Basic knowledge and experience of Microsoft Operating Systems
Desirable
- Basic knowledge of networks
- Experience of installing and supporting PCs and Peripherals
- Awareness of NHS Systems
- Familiarity with on-line technical and support resources
- Knowledge of Service desk operations
- 1st and 2nd level experience in a customer service and Desktop Support environment
Skills and Abilities
Essential
- Good IT skills and accurate keyboard skills
- Communicates well with good oral and listening skills
- Good telephone manner and clear diction ability
- Good written communication skills
- Able to work under pressure and meet deadlines
- Good time management skills
- Ability to work well unsupervised
- Excellent problem-solving and troubleshooting skills.
Desirable
- Excellent customer service skills
- 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)
- Ability to interact effectively with internal and external personnel
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).
