Job summary
Windows 11 support technician
This is an excellent opportunity to work alongside the IT Device team and gain some hands on experience of IT support.
We are Looking for 4 staff to help with the roll out of PCs and laptops across the Trust for the Windows 11.
This will involve the life cycle of PCs and laptops, from delivery, preparation, installation to disposal.
During the roll out on each site, you will be floor walking around completed areas as a first point of contact for staff needing assistance.
Knowledge of IT equipment is desirable but full training will be provided.
Based at Bath NHS House, but visits to other sites will be required.
Main duties of the job
Technical installation
- To ensure that all required system installation activities are carried out in a structured and timely manner.
- Roll out of Windows 11 laptop and PCs
User support
- To assist in delivery of a professional PC and laptop update service. This will include the full life cycle of IT equipment and floor walking to assist with staff enquires.
- To provide excellent customer service at all times face to face
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care. We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset. Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job description
Job responsibilities
General Responsibilities:
1. Assists with the life cycle for laptops and PCs, from deliveries, preparation to disposal. Deal with requests for support or advice from users and other IM&T staff members, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
2. Where necessary, liaises with and/or refer support requests to other IM&T staff members as well as IT department staff in other organisations.
3. Escalates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
4. Maintains the Trusts desktop hardware and software to required standards.
5. Ensures that systems used by the IM&T department, such as the inventory of assets and service desk call system, are kept up to date and as accurate as possible.
6. Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.
7. Undertakes such other duties as may reasonably be required of you commensurate with your general level of responsibility and the general scope of the post, as determined by the IT Officers and IT Operations Manager.
Job description
Job responsibilities
General Responsibilities:
1. Assists with the life cycle for laptops and PCs, from deliveries, preparation to disposal. Deal with requests for support or advice from users and other IM&T staff members, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
2. Where necessary, liaises with and/or refer support requests to other IM&T staff members as well as IT department staff in other organisations.
3. Escalates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
4. Maintains the Trusts desktop hardware and software to required standards.
5. Ensures that systems used by the IM&T department, such as the inventory of assets and service desk call system, are kept up to date and as accurate as possible.
6. Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.
7. Undertakes such other duties as may reasonably be required of you commensurate with your general level of responsibility and the general scope of the post, as determined by the IT Officers and IT Operations Manager.
Person Specification
Knowledge, skills and experience
Essential
- IT related Qualification or equivalent experience
- Experience working on reception or call centre in IT environment
- Ability to concentrate on sustained periods of time
- Physically able to lift and carry
- Experience of analysing, interpreting, solving and explaining system issues to non technical users
- Knowledge in using Windows operating systems
- Ability to prioritise workload
- Ability to work flexibly
Desirable
- Previous experience of installing Windows operating systems
- Experience of PC hardware installations
- Experience of IT support
- Thorough understanding of NHS policies and procedures related to IT
- Relevant ITIL Experience
- Experience with NHS systems and processes
- Ability to travel to different Trust locations
Person Specification
Knowledge, skills and experience
Essential
- IT related Qualification or equivalent experience
- Experience working on reception or call centre in IT environment
- Ability to concentrate on sustained periods of time
- Physically able to lift and carry
- Experience of analysing, interpreting, solving and explaining system issues to non technical users
- Knowledge in using Windows operating systems
- Ability to prioritise workload
- Ability to work flexibly
Desirable
- Previous experience of installing Windows operating systems
- Experience of PC hardware installations
- Experience of IT support
- Thorough understanding of NHS policies and procedures related to IT
- Relevant ITIL Experience
- Experience with NHS systems and processes
- Ability to travel to different Trust locations
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.
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