Customer Support Technician

Epsom and St Helier University Hospitals; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in southwest London is seeking a full-time Customer Support Technician to deliver high-quality first line remote support. This role involves working closely with ICT Teams, resolving hardware and software incidents, and ensuring effective communication with users across multiple sites. The successful candidate will contribute to the development of IS policies and procedures within a diverse healthcare setting.

Responsibilities

• Providing a quality interface between ICT Teams and customers.
• Investigating and resolving fault calls for hardware and software incidents.
• Logging, updating, and closing calls in a professional manner.
• Ensuring all new software and hardware is properly adapted and tested.
• Actioning calls and queries in accordance with IS Department procedures.

Job description

Overview

FULL-TIME 37.5 HOURS PER WEEK BASED AT ST HELIER HOSPITAL WITH FREQUENT TRAVEL TO OTHER SITES. Working in the busy Information Services department cross-site between St Helier, Sutton & Epsom Hospitals. The post holder will be expected to provide a high-quality and professional 1st line remote support service to all computer users within the Trust. This will include call logging, reactive support calls, new starter creation, planned maintenance, and new installations., Customer Support Technician (Band 4)

Responsibilities

• Providing a quality interface between the various ICT Teams and the department\'s customers Trust-wide. This may be in person, via the phone or in writing
• Providing a comprehensive 1st line Support Service by investigating and resolving fault calls for both hardware and software incidents within the Trust.
• Ensuring all new software and hardware is fully researched, adapted and tested before undertaking any work outside of the approved, supported kit list.
• Logging, updating and closing calls in a professional manner ensuring that call detail is accurate and extensive enough to be used effectively by anyone in IS for purposes ranging from support provision through to call review and statistical analysis.
• Ensuring all calls, queries and service comments (complaints & commendations) are actioned, classified and processed in accordance with IS Department and Trust standing procedures.
• Ensure that all technical works are undertaken following IS policies and procedures. The post holder will be expected to provide input into the formulation and ongoing development of IS procedures and policies.
• Ensure the workload is properly investigated, planned and executed
• Ensure that role and its outputs are performed within the spirit of Teamwork and accountability for one\'s own actions.

Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.

We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve. The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.