Technical Support Coordinator

The Methodist Church in Britain; Newcastle upon Tyne; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension scheme

Extensive staff discounts

Health and wellbeing support

Option to keep NHS pension

Job summary

The Methodist Church in Britain seeks a proactive Technical Support Coordinator to join the Digital Services team. The role diagnoses and resolves IT incidents, owns issues end-to-end, and supports staff both remotely and on NHS sites.

You will configure hardware, manage assets, and contribute to knowledge bases while ensuring data protection and governance compliance. You will work with colleagues to improve services, handle escalating issues, and provide clear guidance to users.

Qualifications

• NVQ Level 3 or equivalent IT experience.

Responsibilities

• Provide second-line technical support for the Digital Services Department
• Diagnose, prioritise and resolve incidents and service requests, escalating complex issues to senior colleagues or suppliers
• Take ownership of issues until they are resolved, mitigated or handed to another support team
• Configure, install and support computers, printers and telephony remotely and at the point of delivery
• Give clear advice and guidance to users, explaining actions and outcomes
• Maintain secure configurations and accurate asset records, verifying location and status of equipment
• Investigate recurring problems and contribute to practical remedies and preventative improvements
• Coach colleagues and share knowledge, creating and improving knowledge base materials
• Support service improvements and keep technical procedures accurate, effective and customer focused
• Comply with information governance, data protection and security requirements

Skills

Customer service

Communication

Teamwork

Problem solving

Windows support

Education

NVQ Level 3

Tools

Microsoft Windows

Printers

Telephony

Job description

This second-line Technical Support Coordinator post sits in the Digital Services Department at St Nicholas Hospital, covering CNTW. The role centres on diagnosing and resolving incidents and requests for staff, owning each issue until it is closed or handed on, and keeping technical guidance and knowledge articles accurate. Equipment is set up and supported both remotely and at NHS sites, so travel is required. Terms are NTW Solutions Limited's own rather than NHS/A4C.

What the job involves

• Deliver a reliable, customer-focused second-line technical support service for the Digital Services Department
• Diagnose, prioritise and resolve incidents and service requests, escalating complex issues to senior technical colleagues or suppliers
• Take ownership of issues until they are resolved, mitigated or handed to another support team
• Configure, install and support computers, printers, telephones and other digital equipment, remotely and at the point of delivery
• Give clear advice and guidance to users, explaining actions and outcomes
• Maintain secure configurations and accurate asset records, verifying the location, condition and status of equipment
• Investigate recurring problems and contribute to practical remedies and preventative improvements
• Coach colleagues and share knowledge, creating and improving knowledge base and self-help materials
• Support service improvements and keep technical procedures accurate, effective and customer focused
• Comply with information governance, data protection, security and other organisational requirements

Qualifications

• Good standard of education to NVQ Level 3, or appropriate relevant experience

Experience

• Experience in a digital or IT support environment, providing customer support for Microsoft Windows, other operating systems and applications, including second-line incident and service request resolution
• Experience configuring, building, installing and supporting computers and digital equipment, keeping technical and asset records and following security procedures

Skills & knowledge

• Good understanding of computer hardware, software and system configuration, particularly Microsoft applications, printing and telephony
• Ability to diagnose and resolve technical issues, make sound escalation decisions and manage competing priorities
• Strong customer service, communication and teamwork skills, explaining technical information clearly to colleagues, users and suppliers
• Ability to work independently, follow detailed procedures, contribute to knowledge materials and recognise when to escape
• Awareness of data protection, information governance, secure working practices, cloud technologies and NHS digital services

Other

• Ability to meet the mobility requirements of the post, as travel to sites is needed

Nice to have

• Computing or business-oriented qualification
• ITIL qualification, or equivalent experience of delivering customer-focused digital services
• Experience coaching colleagues or delivering training

What’s offered

• Good rate of pay
• Pension scheme
• Extensive range of staff discounts
• Health and wellbeing support
• Option to keep NHS pension if already paying into it