Desktop Support Technician

NSFT; Norwich; On-site; GBP 32,000 - 39,000; Full time

Job summary

Norfolk and Suffolk NHS Foundation Trust is seeking a Desktop Support Technician to provide on-site and remote IT assistance across Norfolk and Suffolk. You will handle hardware, software, users, and service requests while contributing to incident resolution and knowledge management.

The role requires ITIL awareness, experience with Active Directory and SCCM, and a commitment to high-quality customer service within an NHS environment.

Qualifications

• Degree in an IT-related field or equivalent.
• Experience with desktop hardware/software support.
• Knowledge of Active Directory and SCCM.
• Experience troubleshooting Exchange/Outlook issues.

Responsibilities

• Provide on-site and remote technical support for hardware, software, and telephony.
• Handle service requests, break-fix, and user guidance.
• Perform diagnostics and root-cause analysis for complex problems.
• Manage AD and software installation per policy.
• Support desktop moves, asset management, and secure disposal of hardware.
• Contribute to Service Improvement Plan and meet SLAs.

Skills

Active Directory

SCCM

Networking basics

Windows 11

Troubleshooting

Remote support

Education

IT-related degree

Tools

SCCM

Exchange/Outlook

Job description

Site Hellesdon Hospital Town Norwich Salary £32,073 - £39,043 gross per annum (pro rata) Salary period Yearly Closing 01/10/2026 23:59

Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.

We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience.

Please note due to the nature of our roles and patient demographic, you will be required to undertake physical intervention training and remain trained, as required by your role.

Job overview

The Desktop Support team works alongside the Service Desk to provide support that cannot be performed remotely. In addition, team members will be required to contribute to other IT service management processes, functions and projects to ensure that service operation is efficient and professional.

The vision of the Service Desk and the Desktop Support Team is to become a centre of excellence that provides IT support and services that are business aligned, performance driven, customer focused and adhering to industry best practice. The team is to embrace the Trust values and to demonstrate these in their day-to-day work, making a difference in everything that they do – “Transforming Care Through Technology…”

Main duties of the job

Technical Support (local/on-site and remote)

To provide technology support to NSFT, including:

• Hardware, software, local infrastructure and telephony
• ‘Break-fix’, service requests, ‘how do I’, general advice, instruction and explanation
• Support will include trouble‑shooting and diagnostics of complex problems, and performing root cause analysis
• Support will be given remotely and/or on-site at all NSFT sites. Remote
• support will always be the preferred method. Exceptions will only be in circumstances where desk side support is necessary and or VIP/customer care support is required
• Support will be 2 nd line in nature, but 1st line maybe required dependent on demand
• Build, install, and removal of PCs and associated hardware. This is driven by the Service Request process and/or the continual refresh of the desktop estate.
• Safe and secure disposal of hardware
• Active Directory administration
• Software installation, in accordance with Trust process and policy
• Manage own work load with direction from Desktop Support Manager and Desktop Supervisor

Configuration Management

Working for our organisation

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you’ll never be far from the beautiful coastline or Broads National Park. We’re an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Detailed job description and main responsibilities

The Desktop Support Technician role will include:

• Technical support of a wide range of hardware and software technologies.
• Desktop Support at all NSFT sites across Norfolk and Suffolk
• Service request fulfilment, including office moves
• Service Asset and Configuration Management
• Installation/decommissioning of desktop hardware and software
• 1 st level support of NSFT Clinical and Business Systems
• Knowledge Management
• Provision of excellent customer service
• Achievement of Service Level Agreement and KPIs
• Project and operational support, as and when required.
• Active contribution to the Continual Service Improvement Plan

Please note that this role does not meet the UKVI eligibility requirements for a skilled worker visa. The Trust will not be able to issue a Certificate of Sponsorship, so any successfully appointed candidate will need to maintain their own independent right to work for the duration of their role. If you require sponsorship and apply for this role, regrettably, your application will be withdrawn.

Person specification

Qualifications

• Degree standard or equivalent in a specialist IT related qualification, ITIL

Experience

• Support of hardware/software issues within desktop environment.
• Sound knowledge of basic networking principles, Active Directory, SCCM
• Routers, switches, VPN, Skype
• Experience in troubleshooting exchange/outlook issues

Knowledge

• Windows 11
• The NHS and it’s Operational Structures, ITIL processes

other

• Full driving licence, Ability to travel

YOUR APPLICATION

We can provide all our job application materials in alternative formats so that these are accessible to everyone. Should you require any documents within this job pack in an alternative format, please do not hesitate to contact us at [e-mail].

PLEASE NOTE: If you use a hotmail, msn or yahoo e-mail account, you will need to check your "junk" mail regularly as these email providers will divert any communication from this Trust/NHS JOBS straight into your " junk" inbox.

EQUAL OPPORTUNITIES Apart from its legal duties in relation to equality and diversity, the Trust recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief.

As a part of the Disability Confident Employer Guaranteed Interview Scheme we interview all disabled applicants who meet the essential criteria for the job vacancy (outlined in the Person Specification).. We encourage you to indicate your eligibility through TRAC jobs when applying.

Disclosure and Barring Service Check

This post may be 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.

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