Job summary
An
exciting opportunity to join our friendly technical team has arisen for a
passionate ICT Support Officer, passionate about technology and delivering
exceptional customer service. This is a vital role providing frontline
technical support across the Trust to ensure the smooth running of end-user
devices that enable our staff to deliver excellent patient care.
Main duties of the job
Working within the Health Informatics team, the post holder
will troubleshoot and resolve common hardware and software issues related to IT
Systems and devices. They will utilise diagnostic and problem-solving skills to
fix basic technical problems, escalating more complex issues.
Key duties include the installation, configuration and
maintenance of computers, phones and other end-user devices. The role will
assist with new hardware deployment and builds. Providing excellent customer
service to ICT users over the phone and in-person is essential.
You'll continually expand your technical knowledge while
helping staff get the most out of their IT systems and devices. Our users rely
on these tools in their day-to-day work, so you will be enabling better patient
care through your support.
Some travel between Trust sites may be required
to provide on-site support.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary £23,200, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
Main Responsibilities
Provides first level technical support via phone, email and
in-person to assist NHS staff with basic hardware, software, networking and
other computer-related issues
Runs initial diagnostics, performs basic troubleshooting and
resolves simple technical problems
Escalates more complex technical issues to a technical
support officer or others if appropriate
Tracks service desk faults and requests using a IT Service
management system
Follows all processes and procedures when managing technical
support requests and issues.
Assists with computer setups, installations, configurations
and maintenance
Helps provide basic informal training and guidance to users
on technical issues
Helps maintain an inventory of technical equipment and parts
Documents technical procedures and issues
Job description
Job responsibilities
Main Responsibilities
Provides first level technical support via phone, email and
in-person to assist NHS staff with basic hardware, software, networking and
other computer-related issues
Runs initial diagnostics, performs basic troubleshooting and
resolves simple technical problems
Escalates more complex technical issues to a technical
support officer or others if appropriate
Tracks service desk faults and requests using a IT Service
management system
Follows all processes and procedures when managing technical
support requests and issues.
Assists with computer setups, installations, configurations
and maintenance
Helps provide basic informal training and guidance to users
on technical issues
Helps maintain an inventory of technical equipment and parts
Documents technical procedures and issues
Person Specification
Qualifications
Essential
- Minimum 5 GCSE (A*- C) or equivalent in English and Maths
Desirable
- Relevant IT qualification or training
Experience
Essential
- Customer service experience and strong communication/interpersonal skills
- Experience in technical support
Desirable
- Health Service experience.
Special Skills & Knowledge
Essential
- Basic knowledge of common IT hardware, software and networks
- Ability to explain technical issues clearly to non-expert users
- Strong problem solving and analytical thinking skills
- Ability to work independently and prioritise tasks effectively.
Desirable
- Willingness to learn and grow technical skills
- Working knowledge of principles governing confidentiality and security of personal data.
- Familiarity with NHS systems and software
- Understanding of healthcare technology needs
Special Requirements
Essential
- Flexible working hours.
- Ability to travel to different sites if needed.
- Flexibility to participate in an on-call rota if required
Desirable
- Full driving license and access to a vehicle.
Person Specification
Qualifications
Essential
- Minimum 5 GCSE (A*- C) or equivalent in English and Maths
Desirable
- Relevant IT qualification or training
Experience
Essential
- Customer service experience and strong communication/interpersonal skills
- Experience in technical support
Desirable
- Health Service experience.
Special Skills & Knowledge
Essential
- Basic knowledge of common IT hardware, software and networks
- Ability to explain technical issues clearly to non-expert users
- Strong problem solving and analytical thinking skills
- Ability to work independently and prioritise tasks effectively.
Desirable
- Willingness to learn and grow technical skills
- Working knowledge of principles governing confidentiality and security of personal data.
- Familiarity with NHS systems and software
- Understanding of healthcare technology needs
Special Requirements
Essential
- Flexible working hours.
- Ability to travel to different sites if needed.
- Flexibility to participate in an on-call rota if required
Desirable
- Full driving license and access to a vehicle.
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.
