Service Support Analyst ( IT Support )

Northumbria Healthcare NHS Foundation Trust

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 PC Support Analyst 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 role of the PC Support Analyst is to support existing PC equipment and software application, along with the deployment of new equipment and software.

Job responsibilities

• To assist in providing support for all PC equipment and software throughout the Trust including installation of PC hardware, software and peripheral devices.
• Investigate routine enquiries & queries from staff & provides assistance & advice as required.
• To order, install and configure new IT desktop equipment.
• To manage and maintain asset database and documentation as appropriate to the role.
• To ensure new equipment is installed and configured in a timely manner and in line with Trust standards and service levels.
• To troubleshoot and resolve basic Service Desk support calls in a timely manner and in line with Trust standards and service levels.
• To work within the Trust IM&T Security Policy at all times and ensure all systems supported comply with this.
• To undergo staff training and developing as required and attend all team and departmental meetings.
• To update systems as appropriate to track the lifetime of IT assets within the Trust.
• To participate in the on-call rota.

Person Specification

Qualifications

• European Computer Driving Licence (ECDL) or equivalent knowledge
• NVQ 3 or HNC in PC/desktop support related discipline

Experience and Knowledge

• Experience of delivering high quality, customer focused, support to a range of customers.
• A good knowledge of Windows based operating systems, Microsoft Outlook and Microsoft Office suites, with the ability to troubleshoot and resolve basic IT incidents.
• Demonstrable knowledge of desktop equipment, including: PCs, laptops & printers.
• Experience of working to Service Level Agreement targets, and managing own workloads to meet them.
• Knowledge of network fundamentals and experience of connecting and disconnecting network devices.

Other

• 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.

Disclosure and Barring Service Check

This post is 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.

Address

Northumbria Healthcare Manufacturing and Innovation Hub