Service Delivery Technician

Cardiff and Vale University Health Board; Fenton; On-site; GBP 26,000 - 34,000; Full time

Job summary

Staffordshire and Shropshire Health Informatics Service (S&SHIS) is seeking a Service Delivery Technician to provide IT support to staff across NHS organisations. Based at Lawton House, Trentham, you will log, investigate and resolve incidents and service requests while delivering excellent customer service.

The role covers remote and on-site support, equipment deployment, and travel across Staffordshire and Shropshire.

Qualifications

• Experience in a Service Desk/IT Support role.
• Experience with Microsoft operating systems and desktop applications.
• Healthcare IT experience preferred.
• A valid driving licence and willingness to travel across Staffordshire and Shropshire.

Responsibilities

• Act as the first point of contact for IT support via telephone, self-service and approved channels.
• Log, categorise and manage incidents and service requests within the service management system.
• Diagnose and troubleshoot issues, resolving incidents at first contact where possible.
• Escalate complex issues to specialist teams with accurate and complete information.
• Install, configure and deliver desktop PCs, laptops, printers and other end-user devices.
• Travel across Staffordshire and Shropshire as required to support service delivery.

Skills

Customer service

IT support

Incident management

Microsoft Windows

Communication skills

Team collaboration

Problem solving

Education

A Level or equivalent IT

Foundation Certificate in ITIL Service Management

Degree in IT

A+ IT Qualification

Tools

Microsoft Office

Helpdesk software

Job description

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role, your application may be withdrawn. Staffordshire and Shropshire Health Informatics Service (S&SHIS) is a shared service hosted by Midlands Partnership University NHS Foundation Trust. We provide a comprehensive portfolio of digital and IT services to NHS organisations across the Staffordshire and Shropshire health economy. We are seeking an enthusiastic and customer-focused individual to join our Service Delivery Team based at Lawton House, Trentham. As a Service Delivery Technician, you will play a key role in supporting healthcare services by providing IT support to staff across our customer organisations. You will be responsible for logging, investigating and resolving a wide range of IT incidents and service requests, whilst delivering excellent customer service. You will work closely with colleagues across technical and specialist teams to ensure users receive timely and effective support, helping to maintain the digital services that underpin patient care. This is an excellent opportunity for someone looking to develop a career in IT support, gaining experience across a broad range of technologies within a large NHS environment. The role includes a mixture of remote support, on-site technical assistance, equipment deployment and service request fulfilment activities, supported by structured training and development opportunities.,

• Act as the first point of contact for IT support via telephone, self-service and approved channels.
• Log, categorise and manage incidents and service requests within the service management system.
• Diagnose and troubleshoot issues, resolving incidents at first contact where possible.
• Escalate complex issues to specialist teams with accurate and complete supporting information.
• Support service delivery activities including call handling, technical support, equipment deployment and request fulfilment.
• Install, configure and deliver desktop PCs, laptops, printers and other end-user devices.
• Assist with device refreshes, equipment moves, replacements and new starter setups.
• Maintain accurate incident, asset and configuration records.
• Collaborate with Service Delivery and specialist teams to ensure high-quality support.
• Contribute to knowledge articles, procedures and standard operating practices.
• Identify recurring issues and opportunities for service improvement.
• Deliver a professional, customer-focused service, communicating effectively with technical and non-technical users.
• Travel across Staffordshire and Shropshire as required to support service delivery.
• Gain exposure to a wide range of technologies while supporting digital services for frontline healthcare.
  Educated to A Level or equivalent in an IT related discipline
• Have the appropriate level of knowledge, skills and experience to achieve in post the Foundation Certificate in ITIL Service Management, Degree in an IT related subject
• A+IT Qualification, To be mobile across all Geographical areas supported by S&SHIS (mainly but not restricted to Staffordshire and Shropshire).
• A valid driving licence or an alternative capability to travel, with access to secure and safe equipment carriage, is required. Reasonable adjustments and alternative travel arrangements would be considered on an individual basis., Experience of working in a Service Desk/IT Support role.
• Experience of working with current Microsoft Operating systems.
• Experience of supporting current Microsoft desktop applications., Experience in Healthcare IT.
• Experience in Hardware Support / supply role.
• Experience of working in a Microsoft based technical support role., Capable of working as a self- contained, self-motivated employee yet also able to work as a team and support colleagues when necessary.
• Be confident and self-reliant with good customer service and industrial relations skills including tact.
• Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
• Able to investigate, analyse, and solve problems of a technical nature.
• Able to record data accurately.
• Excellent written and verbal communication skills.
• Good organisational skills.
• Good keyboard skills with high degree of accuracy
• Able to liaise with staff at all levels of the organisation and partner organisations when necessary.
• Good knowledge of and confident use of Microsoft desktop operating systems and applications., Advance computer literacy in Microsoft Office (Excel, Access, Word, Outlook and PowerPoint) and other software.
  Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.

We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems. We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow. We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.