Desktop Technician

Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust; Seaton Delaval; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading NHS Trust as a Desktop Technician, where you will provide essential IT support to ensure optimal performance of desktop systems. This role offers the chance to work in a dynamic environment, engaging with various teams and contributing to innovative healthcare solutions. You will be responsible for diagnosing and resolving IT issues, maintaining hardware, and ensuring compliance with service standards. With a commitment to staff well-being and professional development, this organization values its employees and fosters a supportive atmosphere. If you are passionate about technology and customer service, this is the opportunity for you!

Benefits

Extensive staff health and well-being programme

Flexible working opportunities

Generous annual leave

Access to lease car scheme

Professional development training programmes

On-site nursery places

Savings scheme access

Qualifications

• Degree in IT or equivalent experience required.
• Experience in delivering high-quality customer support essential.

Responsibilities

• Install, diagnose, and maintain PC hardware and software.
• Provide customer-focused support and troubleshoot issues.

Skills

Windows operating systems support

Customer service skills

Troubleshooting

Problem-solving

Education

Degree in IT related discipline

Equivalent experience

Tools

PC hardware

Microsoft Office suites

Remote control tools

Job description

Do you want to work in one of the best performing NHS organisations in England? Work for an organisation that was voted the best acute and combined acute and community trust in the country, based on the experience of its staff (NHS Staff Survey 2022). Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare and, this is…the Northumbria Way!

What the Northumbria Way means for you :

• Extensive staff health and well-being programme including access to our specialist Wellbeing Hub
• Support and connection through a variety of Staff Network groups
• A range of flexible working opportunities
• Generous annual leave and pension scheme
• Access to lease car and home electronics scheme (qualifying criteria applies)
• Opportunities to improve your professional development through our vast training programmes
• On-site nursery places via salary sacrifice
• Access to savings scheme via salary sacrifice with Northumberland Community Bank

We are proud to be one of the country’s top performing NHS trusts – rated ‘outstanding’ overall by the Care Quality Commission (CQC). We provide a range of health and care services to support more than 500,000 people living in Northumberland and North Tyneside across the largest geographical area of any NHS Trust in England. Our teams deliver care from hospitals, a range of community venues and people’s homes. Our hospitals include a specialist emergency care hospital (the first of its kind in England), three general hospitals and community hospitals. In the community we deliver a wide range of community and public health services.

If Northumbria Healthcare sounds like somewhere you could belong we would love to hear from you. Visit our website to catch up on our latest news.

Whilst Northumbria Healthcare are a highly innovative organisation, the use of Third Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity your individual recruitment process, we may withdraw your application at any stage of the process.

Job overview

Northumbria Healthcare is making a significant investment in new technology to transform how we deliver care. The multi-million pound programme is both challenging in the expectation of delivery as well as ensuring that our services are both robust and resilient at all times.

An opportunity has arisen for a Desktop Technician to join the Digital Services Team at Northumbria Healthcare NHS Foundation Trust.

Working as part of the Service Support Team, you will be responsible for resolving incidents recorded by the Service Desk. The post will be based at the Manufacturing and Innovation Hub premises in Seaton Delaval, providing on-site support for IT hardware and systems. As well as support services to other Trust sites such as North Tyneside General Hospital, Hexham General Hospital and the Northumbria Specialist Emergency Care Hospital in Cramlington.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

Main duties of the job

The Desktop Technician role is installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required.

Demonstrable support skills for Windows operating systems, desktop hardware, and Microsoft Office suites are essential, alongside excellent customer service skills. Regular liaison with other service delivery teams and third party suppliers is key to the role, and therefore excellent communication skills are required.

You will have recent and comprehensive experience in installing and supporting the use of PCs, software, and other desktop equipment in a corporate environment. You will be providing a customer focused support service to end users, including problem solving and resolution. The successful candidate will be able to manage their workload to achieve response and resolution of all incidents within the Service Level Agreement.

Working for our organisation

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality opening a state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Please read applicant guidance notes before submitting your application.

Detailed job description and main responsibilities

• To provide timely and effective support for all PC equipment and software throughout Client organisations.
• To provide on-going IT Support throughout the Trust at the desktop or using remote control tools.
• To successfully register, install, and configure new IT desktop equipment in a timely manner, in line with Trust standards and within the agreed terms of the Service Level Agreement.
• To participate in project work as and when requested.
• To escalate incidents that cannot be resolved to the Senior Desktop Analyst.
• To participate in the on-call rota.
• To liaise with third-party suppliers, where appropriate, to highlight technical issues and product performance improvements.
• To be flexible in managing incident response and resolution process within governing policies.
• To troubleshoot and resolve Service Desk incidents in a timely manner and in line with service standards and within the agreed terms of the Service Level Agreement.
• To maintain accurate records of installation and disposal to industry standards as required.
• To analyse situations and information to identify and resolve a range of incidents e.g. Computer system errors, User’s computer issues, application errors and network faults.
• To take responsibility for all assigned incidents and work co-operatively with Team.
• To baseline and document standard configurations for all user functions.
• To administer desktop estate using tools for asset management, power management endpoint security, and software deployment.
• To maintain software library.
• Secure storage of End user devices.
• Provide non-standard desktop equipment appropriate for the end users’ requirements.
• To document, develop, and maintain image and build library for desktop and laptop computers.
• To ensure new equipment is installed and configured in a timely manner and in line with agreed service standards and service levels.
• Management and administration of Inventory, License Management, and Software Metering Tools.
• To work within the service Security Policy at all times and ensure all systems supported comply with this.
• To provide timely proactive and reactive support for all users of PC-based systems and ensure that these users are able to use the software and hardware to its full effectiveness.
• Supervise and mentor junior members of staff in line with the core values of the service.
• To undergo staff training and development as required and attend all team and service meetings.
• Assist in research projects as required.

Person specification

Qualifications / Professional Registration

Experience and Knowledge

• Highly developed specialist knowledge acquired through a Degree in IT related discipline or equivalent experience
• Experience of delivering high quality, customer focused, support to a range of customers.
• Knowledge and experience of working with secure corporate wireless networks
• Experience of working to Service Level Agreement targets and managing own workloads to meet them.

Other requirements

• It is an essential requirement of the role that the post holder has a valid driving licence and is either a car owner and able to use the car for work purposes, or has a Trust personal lease vehicle which may be used for the role. However, the Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role.

Applicants who are members of the Armed Forces, and those who have a disability that requires support in the work place (two ticks pledge) and who meet the essential criteria will be interviewed under the Trust's interview guarantee scheme.

We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates as BAME people are currently under-represented in our workforce as well as other under-represented groups such as LGBT+ and disabled candidates. We are proud to be a Disability Confident Employer, a Stonewall Diversity Champion, we have a Gold award from the Defense Recognition Scheme, and we are delighted to support Apprenticeships, Age Positive and are a mindful employer.

If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.

Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre-employment checks in line with CQC and NHS England statutory guidance.

Make sure to read the ‘applicant guidance notes’ before submitting your application and make sure you know everything there is to know before joining our fantastic trust!

Please note that it is a requirement of this Trust that all successful applicants pay for their own DBS certification if a DBS check is required for the post. The method of payment is a salary deduction from your first monthly pay.

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