Customer Support Technician - Temp 10 months

Job summary

FULL-TIME 37.5 HOURS PER WEEK BASED AT ST HELIER HOSPITAL WITH FREQUENT TRAVEL TO OTHER SITES

10 month secondment, working as part of the Windows 11 deployment team.

Working in the busy Information Services department across multiple sites including St Helier, Sutton & Epsom Hospitals. The post holder will provide high-quality, professional 1st line remote support to all computer users within the Trust. Responsibilities include call logging, reactive support, new starter setup, planned maintenance, and device installations.

Main duties of the job

Customer Support Technician (Band 4)

• Serve as a primary interface between IS Teams and Trust-wide customers via in person, phone, or written communication.
• Provide comprehensive 1st line support by investigating and resolving hardware and software faults within the Trust.
• Research, adapt, and test new software and hardware before implementation, ensuring compliance with approved supported kit lists.
• Accurately log, update, and close support calls, ensuring detailed records for support, review, and analysis.
• Handle all queries and service comments (including complaints and commendations) following IS procedures.
• Follow IS policies and procedures for all technical work, contributing to the development of these policies.
• Plan and execute workload efficiently, maintaining teamwork and accountability.

Proposed Interview Date: TBC

About us

Epsom and St Helier University Hospitals NHS Trust provides a range of services to approximately 490,000 people across southwest London and northeast Surrey. We also offer specialist services, including renal and neonatal intensive care, to a wider area.

Our area is diverse, encompassing urban and rural communities with varying socioeconomic levels. We are committed to delivering excellent care and work collaboratively with NHS Surrey and NHS Sutton and Merton. The Trust employs around 5,000 staff and over 500 volunteers.

Job details

• Posted on: 24 April 2025
• Pay scheme: Agenda for Change
• Band: Band 4
• Salary: £31,081 to £33,665 per annum (pro rata), including HCAS (Outer)
• Contract: Secondment
• Duration: 10 months
• Working pattern: Full-time
• Location: St Helier Hospital, Wrythe Ln, Sutton, Carshalton, SM5 1AA

Job responsibilities

Please refer to the attached detailed job description and person specification for comprehensive information about the role and requirements.

Person Specification

Qualifications and Training

• Essential: Good general education, numeracy, and literacy (e.g., GCSEs in English and Maths or equivalent).
• Essential: Microsoft MCDST or equivalent.
• Desirable: Novell CNA or similar, IT qualifications.

Experience

• Essential: Customer service experience, 1st line helpdesk support, familiarity with call management software like LANDesk Helpdesk.
• Desirable: NHS experience, IS technical support background.

Other requirements

This role is subject to a Disclosure and Barring Service check, in accordance with the Rehabilitation of Offenders Act 1975.

Employer details

Employer: Epsom and St Helier University Hospitals NHS Trust

Address: St Helier Hospital, Wrythe Ln, Sutton, Carshalton, SM5 1AA

Website: https://www.epsom-sthelier.nhs.uk/work-for-us