Senior ICT Technician (Service Delivery)

South Central Ambulance Service NHS Foundation Trust; Bicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare service provider in Bicester is seeking a candidate to join their ICT Team as a Technical Support Specialist. The role involves providing IT support in a dynamic environment, managing incidents, and service requests. Candidates should have experience in ICT operations and knowledge of Microsoft Purview. This position offers full training, generous holiday entitlement, and access to the NHS Pension Scheme. Ideal for a motivated individual with strong troubleshooting skills and excellent documentation abilities.

Benefits

27 days holiday entitlement (rising to 29/33 after years of service)

NHS Pension Scheme

Employee Assistance Programme

NHS Discounts at over 200 stores

Qualifications

• Operational experience in an ICT operations environment at ITIL Level 2/3.
• Excellent communication and customer service skills.
• Knowledge and experience of Microsoft Purview.

Responsibilities

• Provide IT support, managing incidents and service requests.
• Diagnose and resolve complex hardware and software issues.
• Collaborate with IT teams to fulfill service requests.

Skills

IT support

Troubleshooting

Microsoft Purview

Customer service

Education

Experience in ICT operations environment at ITIL Level 2/3

Tools

Office 365

Azure Purview

Job description

We currently have an exciting opportunity for the right candidate to join our ICT Team to help deliver enterprise class technical support and participation in project delivery. The SCAS ICT Team operates in a fast paced, dynamic environment. This role is for the support of the move from our own Office 365 Tenant to the Central NHS Tenant. Experience in this area would be highly advantageous.

• Provide support for IT issues, managing incidents and service requests.
• Diagnose/Analyse, troubleshoot, and resolve complex hardware and software issues in a timely manner, often providing the appropriate course of action where different options may exist.
• Escalate unresolved incidents as appropriate to senior leaders or external vendors where necessary.
• Collaborate with other IT teams to resolve complex issues and prevent recurring problems through proactive problem management.

Service Request Fulfilment

• Process and fulfil service requests from end users, including setting up new accounts, installing software, configuring devices, and managing access permissions.
• Ensure that requests are fulfilled within agreed service-level agreements (SLAs) and maintain clear communication with users throughout the process.
• Collaborate with other IT teams to deliver large‑scale service requests, such as the deployment of new software or hardware across departments.

Please see attached the Job Description and Person Specification for details associated with this role.

As a successful applicant you will also have operational experience of working in an ICT operations environment at an ITIL Level 2/3 level within an infrastructure/technical team. The successful applicant will require, good communication and customer service skills. You must have a methodical, yet flexible approach to your work and be able to exercise responsible judgement alongside being well organised and highly motivated. Excellent documentation skills are a must. We're looking for the right candidate with in-depth knowledge and experience of current technologies, in particular Microsoft Purview (formerly Microsoft 365 Compliance portfolio and Azure Purview). We are looking for candidates with previous experience of planning, installing, and managing enterprise level technologies of a dynamic team.

• Full training and support when you join and ongoing throughout your employment with us.
• Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
• Enrolment into the NHS Pension Scheme.
• Access to continual professional development and opportunities within SCAS and the NHS.
• Occupational Health support along with an Employee Assistance Programme.
• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.