Job summary
We are seeking a dedicated and highly professional Endpoint Support Technician
to join our Digital Services department. As a key member of the team, you will
play a crucial role in providing exceptional 1st, 2nd, and 3rd line endpoint
support services to the Trust. The successful candidate will be responsible for
maintaining the highest standards of professionalism while promoting the values
and beliefs of the organization on a day-to-day basis.
The role of Endpoint Support Technician is integral to the Digital Services department's
success, and we expect the successful candidate to uphold the organisation's values,
deliver exceptional service, and contribute to the continual improvement of Support
Services. If you are proactive, technically proficient, and dedicated to
maintaining the highest professional standards, we encourage you to apply for
this exciting opportunity.
Main duties of the job
Deliver High-Quality Technical Support: Provide outstanding
1st, 2nd, and 3rd line technical support to our internal customers, ensuring
prompt resolution of issues through various methods, including call logging,
reactive support calls, planned maintenance, new installations, and project
work.
Accurate Call Management: Log, update, and close support
calls with accuracy and attention to detail, ensuring that call information is
comprehensive and useful for IT support purposes, including review and
statistical analysis.
Collaboration: Collaborate with the Support Services
section, providing technical advice on endpoint support issues, and actively participate
in the development and maintenance of relevant policies and procedures.
Endpoint and Software Maintenance: Configure, upgrade,
patch, and troubleshoot endpoint hardware and software to ensure service
stability.
On-Call Emergency IT Support: Participate in the
on-call rota, providing 24x7 emergency IT cover for critical systems.
About us
We are community hospitals, neighbourhood teams and community health services across Worcestershire and the provider of Mental Health and Learning Disability services across both Herefordshire and Worcestershire. We work in partnership with other organisations to keep our community well at home for as long as possible.
We provide services for people of all ages, across a range of settings, experiencing both physical and/or mental health conditions.
We have an open and supportive culture, recognised by the CQC and other external regulators. We want you to thrive, offering you every opportunity to develop. We will support you; help you fulfil your ambitions with a varied and flexible training programme; and empower you to make positive changes within your team or service. We endeavour to offer an attractive work-life balance, with flexibility in our approach to help you get the most out of your career.
We provide our staff with direct access to a wealth of resources to support their wellbeing, from our Staff Mental Health and Wellbeing Hub, to wellbeing festivals or access to free online exercise classes.
At the core of our values, we are committed to equality, diversity, inclusion and human rights. We take every opportunity to strengthen our approach to equality and diversity in delivering best patient care and the employment of our staff.
We would encourage you to visit the Trusts Recruitment Microsite, click the Employer Website link.
Job description
Job responsibilities
For full details of the duties and criteria
for the role please refer to the job description and person specification
attached.
Job description
Job responsibilities
For full details of the duties and criteria
for the role please refer to the job description and person specification
attached.
Person Specification
Experience
Essential
- Previous experience of working in a customer service environment
- Experience of complex IT system fault analysis, diagnosis and resolution
- Previous experience of 1st or 2nd line technical support
- Previous experience of using Service Desk/Helpdesk software
- Experience of desktop client imaging and patching technologies
Desirable
- Advanced qualification in an IT related subject
- Experience of support IT within an NHS setting
Knowledge
Essential
- Good general education
- Good general level of numeracy and literacy (This would typically include GCSEs in English Language & Mathematics or equivalent standard)
- Good knowledge of client IT hardware (PCs, Printers, Scanners) and software
Desirable
- Knowledge of WAN/LAN, network, server technologies
- Knowledge of NHS IT systems
Qualifications
Essential
- Educated to degree level in an IT related- subject or equivalent
- Industry standard IT qualifications such as CAN, CNE, MCP, MCSE, CompTIA or an equivalent qualification or have relevant experience
- Microsoft Qualification or equivalent
- I understand that I will be asked to provide original certificates to verify my qualifications at point of offer
Desirable
- Qualification or Working knowledge of ITIL v3 concepts
Skills & Abilities
Essential
- Ability to challenge poor behaviour
- Role modelling good behaviour
- A positive attitude and able to act on feedback
- Ability to praise and be supportive to others
- Ability to communicate clearly and effectively in English in both verbal and written formats
- Excellent written and interpersonal skills
- Good administration and process skills
- Good telephone manner
- Team worker
- Well-developed Customer Service skills
- Methodical, analytical, calm, self motivated, confident and have the ability to multitask and work under pressure
- Ability to advise, guide and communicate technical issues to non-technical staff
- Ability to prioritise and manage own workload
- Ability to log and maintain accurate records and to follow documented processes and procedures
- Ability to work without direct supervision
Additional Criteria
Essential
- Willingness to learn and develop
- Self-motivated, physically fit and ability to bend, stretch and lift heavy/difficult objects on a daily basis
- Ability to meet the travel requirements of the role
Person Specification
Experience
Essential
- Previous experience of working in a customer service environment
- Experience of complex IT system fault analysis, diagnosis and resolution
- Previous experience of 1st or 2nd line technical support
- Previous experience of using Service Desk/Helpdesk software
- Experience of desktop client imaging and patching technologies
Desirable
- Advanced qualification in an IT related subject
- Experience of support IT within an NHS setting
Knowledge
Essential
- Good general education
- Good general level of numeracy and literacy (This would typically include GCSEs in English Language & Mathematics or equivalent standard)
- Good knowledge of client IT hardware (PCs, Printers, Scanners) and software
Desirable
- Knowledge of WAN/LAN, network, server technologies
- Knowledge of NHS IT systems
Qualifications
Essential
- Educated to degree level in an IT related- subject or equivalent
- Industry standard IT qualifications such as CAN, CNE, MCP, MCSE, CompTIA or an equivalent qualification or have relevant experience
- Microsoft Qualification or equivalent
- I understand that I will be asked to provide original certificates to verify my qualifications at point of offer
Desirable
- Qualification or Working knowledge of ITIL v3 concepts
Skills & Abilities
Essential
- Ability to challenge poor behaviour
- Role modelling good behaviour
- A positive attitude and able to act on feedback
- Ability to praise and be supportive to others
- Ability to communicate clearly and effectively in English in both verbal and written formats
- Excellent written and interpersonal skills
- Good administration and process skills
- Good telephone manner
- Team worker
- Well-developed Customer Service skills
- Methodical, analytical, calm, self motivated, confident and have the ability to multitask and work under pressure
- Ability to advise, guide and communicate technical issues to non-technical staff
- Ability to prioritise and manage own workload
- Ability to log and maintain accurate records and to follow documented processes and procedures
- Ability to work without direct supervision
Additional Criteria
Essential
- Willingness to learn and develop
- Self-motivated, physically fit and ability to bend, stretch and lift heavy/difficult objects on a daily basis
- Ability to meet the travel requirements of the role
