IT Technical Support (1st Line)

Walsall Healthcare NHS Trust; Walsall; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

NHS Pension

Staff accommodation where available

Job summary

Walsall Healthcare NHS Trust is seeking a Support Technician to provide hardware and software support to staff at Walsall Manor Hospital and associated sites. The role focuses on resolving faults over the telephone and ensuring rapid resolution to maintain patient care.

You will log calls, work to service levels, and communicate effectively with doctors, clinicians and administration staff. This Band 3 role offers NHS pension arrangements and staff accommodation where available.

Qualifications

• Knowledge of NHS environments and service desks is desirable.
• Experience in resolving technical and complex faults.

Responsibilities

• Providing responsive and effective hardware and software support in accordance with department service level agreements.
• Take ownership of calls through to resolution and ensure KPIs/SLAs are met.
• Provide effective levels of customer service and communicate with staff at all levels.
• Respond to IT faults, incidents and requests via telephone, email or service portal and escalate as needed.
• Aid in daily IT service desk operations and ensure systems are operational for patient care.

Skills

Active Directory

Office 365

ITIL

Service Desk

Troubleshooting

Printer support

Hardware faults

Operating Systems

Education

IT Qualification

Tools

Careflow PAS

Job description

Walsall Manor Hospital is a busy district general hospital offering compete range of acute services. The Trust primarily serves the immediate population of Walsall with some patients requiring more specialised treatment at other, neighbouring Trusts. The Trust continues to invest in its facilities and services, supporting high-quality care for the communities it serves.

This role offers the opportunity to work within our integrated care model, contributing to high-quality services that help people remain independent in their own homes and communities.

We are committed to investing in our workforce and creating an environment where colleagues can learn, contribute and develop. Our new Urgent Emergency Care Centre, opened in March 2023, demonstrates our ongoing investment in facilities and services.

As an employee, you’ll benefit from an attractive salary and comprehensive benefits package (detailed in Employer Description above), plus access to NHS pension arrangements and staff accommodation where available.

Walsall Healthcare NHS Trust is proud to be part of the Armed Forces Covenant, currently holding the Bronze Award, underlining our commitment to supporting the Armed Forces Community.

Job overview

Provide effective and customer-focused technical, fault resolution to the staff based at Walsall Healthcare Trust, CCG and WHT community staff.

The Support Technician is the first point of contact of the IT Department with a day‑to‑day responsibility to provide first‑class support to users of information technology.

The role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required.

To have ownership of calls through to resolution ensuring individual and departmental targets/KPIs are met.

Provide effective levels of customer service and communicate effectively with all staff at all levels, including Doctors, Practice Managers, Clinical Staff, and administration staff.

PLEASE NOTE, WE MAY CLOSE THIS VACANCY EARLY IF WE RECEIVE HIGH NUMBERS OF APPLICATIONS.

Main duties of the job

Providing responsive and effective hardware and software support in accordance with department service level agreements.

Ensure that individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently achieved.

Ensure high levels of customer care/satisfaction are achieved.

Ensuring the provision of the service; including Software and Hardware.

Scheduling the installation of equipment for users in accordance with Trust Standards and Service Levels. Ensuring there are relevant requirements such as desk space, power and network point provision.

Providing Line Manager and Team Lead with regular accurate information on the status of calls that have been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.

To aid and provide technical support on a daily basis on the IT Service desk. Answering calls to the service desk, logging them within the service desk call logging system and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.

Providing the users of the service with regular accurate information, ensuring adherence to escalation procedures when dealing with complaints and dealing with 2nd line technical support staff.

Offering fault diagnosis on all calls reported to the helpdesk achieving an 85% first-line fix target

Working for our organisation

Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.

Detailed job description and main responsibilities

Provide effective and customer-focused technical, fault resolution to the staff based at Walsall Healthcare Trust, CCG and WHT community staff.

The Support Technician is the first point of contact of the IT Department with a day‑to‑day responsibility to provide first‑class support to users of information technology.

The role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required.

To have ownership of calls through to resolution ensuring individual and departmental targets/KPIs are met.

Provide effective levels of customer service and communicate effectively with all staff at all levels, including Doctors, Practice Managers, Clinical Staff, and administration staff.

Respond and deal with all IT Faults, incidents, and requests that are raised to the team by telephone, email or via the DTS portal (Self Service Portal). Take ownership of calls taken or assigned by a team leader/manager.

To ensure that the systems that the clinical staff are reliant upon, for the provision of good patient care, are operational all of the time, and in the event of any failure resume operation as quickly as possible. This ensures that the care of the patients never suffers as a result of IT equipment or Systems failure.

The job reports to the IT Service desk manager, the post holder will be required to exercise good judgement in all situations. The post holder will also be expected to manage their own workload and take responsibility for the consequences of any action that may be taken

Person specification

Qualifications

• IT Qualification in an IT based subject or relevant experience working within a Customer Service / Service Desk environment.

Knowledge and Experience

• Knowledge of software products and platforms used in a NHS environment.
• Experience working in a busy Service Desk environment.
• Knowledge of Microsoft Applications, such as Active Directory.
• Knowledge of Office 365.
• Must have IT experience with relevant experience working within a Service Desk or Customer Service environment.
• Experience of ITIL and its principles, Service Delivery methodology.
• Excellent knowledge of Operating Systems, Hardware and office applications.
• Experience in resolving technical and complex faults.
• Experience in support printer installations and fault finding.
• Experience in hardware fault finding and trouble shooting.
• Knowledge of Microsoft products and their use.
• Knowledge of Hospital Systems, such as Careflow PAS, EMIS, Vitals, PACS, CRIS
• Working knowledge of Active Directory
• Knowledge of ITSM tools and their usage

Skills and Aptitudes

• Ability to work under pressure, maintaining a calm manner.
• Ability to work as part of a busy team.
• Demonstrate effective communication skills, verbally and written.
• Ability to liaise with a diverse range of individuals with differing levels of technical understanding.
• Demonstrate effective organisational skills
• Demonstrate ability to work on own initiative
• Demonstrate knowledge of data protection

Experience

• Ability to plan, organise and prioritise workload
• Competent PC user

Please note your application will be transferred from the NHS Jobs system to the internal Walsall Healthcare Trac System. All correspondence will be sent via Trac.

Sponsorship and Visas

We welcome applications from all candidates with the right to work in the UK, including those on Health and Care Visas, Graduate Visas, or other valid permissions. All candidates will be considered on equal terms.

This Trust currently recruits successfully from the domestic labour market and has a sufficient pool of suitably qualified candidates for Band 3 roles. Visa sponsorship is therefore not available for this role currently.Candidates who already hold the right to work in the UK, including those on an existing Health and Care Visa, Graduate Visa, or any other valid permission are welcome to apply and will be considered on equal terms. This position is reviewed regularly in line with Home Office guidance. Right to work will be verified at each stage of the recruitment and monitored throughout employment. All candidates who are offered a position will be required to provide evidence of their right to work in the UK as part of the pre-employment checks process. Where a candidates' right to work is derived from another person’s immigration permission, the Trust will discuss the implications of this with the candidate before a permanent post is confirmed, to ensure that both parties understand the terms on which employment can be sustained.

Recruitment and Selection Approach

In line with best practice and regulatory guidance, our selection process is fair, consistent and based on your ability to perform the role, contribute to the organisation and your potential for development.

What to expect:

• Application screening: Your application will be reviewed against the person specification
• Interview: Typically, a panel interview with competency-based and values-based questions
• Assessment: Role-dependent assessments may include practical tasks or presentations
• Timeline: We aim to complete the process within 47 days of the closing date. Recruitment Journey is attached to all live vacancies.

We are committed to making reasonable adjustments for disabled candidates at any stage. Please contact us to discuss your needs.

Employer certification / accreditation badges

Application numbers

Please note this vacancy may close early due to high volume of applications