Technical Support Officer

Job description

Job responsibilities

• Work closely with the service desk, providing regular updates as required.
• Keep the end user fully updated with progress on outstanding calls on a regular basis.
• Build and develop productive working relationships with stakeholders such as clinicians, customer organisations, other technical or non-technical teams, other NHS organisations and suppliers

• Provide the technical support, and undertake the necessary work required to implement and deliver defined SLAs.
• To take responsibility of own workload making sure that assigned calls are updated and user are kept up to date at all times.

• Assist the Desktop Operations team with being responsible for management and maintenance of the desktop/end user technology environment
• Accountable to Desktop Operation Team Leaders, Desktop Operations Manager, IT Operations Manager and HIS Director

• Take responsibility for delivering services to contractual SLAs
• Follows all policies in relation to the use of desktop equipment and associated devices. Advise users on the need to follow such policies.
• Responsible for equipment and resources under the ownership of IT operations.

• Plan own workload in order to meet deadlines and SLA's

• Extensive use of common IT products & technologies for supporting the business
• Installs all software ensuring that the legal licensing requirements are adhered to.

.Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

• Candidate must have FULL MANUAL UK DRIVING LICENSE

Person Specification

Qualifications and Training

Essential

• oNVQ level 4 in information technology or equivalent knowledge gained by experience

Desirable

• oCompTIA A+ Certified
• oMicrosoft Certified Professional (MCP) or equivalent qualification
• oMCITP Certification with focus on desktop support, e.g. MCITP: Enterprise Desktop Administrator on Windows 10, or legacy equivalent e.g. MCDST

Knowledge and Skills

Essential

• oTechnical knowledge of MS operating systems and applications
• oTechnical knowledge desktop PC and peripheral hardware
• oTechnical knowledge of iOS devices
• oDemonstrable experience of implementing and supporting desktop PCs, laptops, mobile devices and peripherals
• oExperience of supporting end users

Desirable

• oSound working knowledge of networking oKnowledge of networking protocols server technologies relevant to the end user computing environment

Special Experience

Essential

• oSubstantial, proven, relevant experience working within a Desktop environment

Desirable

• oSubstantial experience of working in a healthcare IT environment

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.

Employer details

Employer name

Torbay and South Devon NHS Foundation Trust

Address

Regent house

Regent Close

Torquay

TQ2 7AN

Employer's website

https://www.torbayandsouthdevon.nhs.uk (Opens in a new tab)