ICT Support Officer
Job summary
An exciting opportunity to join our friendly technical team has arisen for a passionate ICT Support Officer, passionate about technology and delivering exceptional customer service. This is a vital role providing frontline technical support across the Trust to ensure the smooth running of end-user devices that enable our staff to deliver excellent patient care.
Main duties of the job
Working within the Health Informatics team, the post holder will troubleshoot and resolve common hardware and software issues related to IT Systems and devices. They will utilise diagnostic and problem-solving skills to fix basic technical problems, escalating more complex issues.
Key duties include the installation, configuration and maintenance of computers, phones and other end-user devices. The role will assist with new hardware deployment and builds. Providing excellent customer service to ICT users over the phone and in-person is essential.
You'll continually expand your technical knowledge while helping staff get the most out of their IT systems and devices. Our users rely on these tools in their day-to-day work, so you will be enabling better patient care through your support.
Some travel between Trust sites may be required to provide on-site support.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary £23,200, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
Main Responsibilities
Provides first level technical support via phone, email and in-person to assist NHS staff with basic hardware, software, networking and other computer-related issues
Runs initial diagnostics, performs basic troubleshooting and resolves simple technical problems
Escalates more complex technical issues to a technical support officer or others if appropriate
Tracks service desk faults and requests using a IT Service management system
Follows all processes and procedures when managing technical support requests and issues.
Assists with computer setups, installations, configurations and maintenance
Helps provide basic informal training and guidance to users on technical issues
Helps maintain an inventory of technical equipment and parts
Documents technical procedures and issues
Person Specification
Qualifications
- Minimum 5 GCSE (A*- C) or equivalent in English and Maths
- Relevant IT qualification or training
Experience
- Customer service experience and strong communication/interpersonal skills
- Experience in technical support
- Health Service experience.
Special Skills & Knowledge
- Basic knowledge of common IT hardware, software and networks
- Ability to explain technical issues clearly to non-expert users
- Strong problem solving and analytical thinking skills
- Ability to work independently and prioritise tasks effectively.
- Willingness to learn and grow technical skills
- Working knowledge of principles governing confidentiality and security of personal data.
- Familiarity with NHS systems and software
- Understanding of healthcare technology needs
Special Requirements
- Flexible working hours.
- Ability to travel to different sites if needed.
- Flexibility to participate in an on-call rota if required
- Full driving license and access to a vehicle.
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.
Employer details
Employer name
County Durham & Darlington NHS Foundation Trust
Address
University Hospital Of North Durham
North Road
Durham
DH1 5TW
https://www.cddft.nhs.uk/
- Company
- County Durham & Darlington NHS Foundation Trust
- Location
- Durham, United Kingdom DH1 5TW
- Employment Type
- Permanent
- Salary
- £25147.00 - £27596.00 a year
- Posted
- Company
- County Durham & Darlington NHS Foundation Trust
- Location
- Durham, United Kingdom DH1 5TW
- Employment Type
- Permanent
- Salary
- £25147.00 - £27596.00 a year
- Posted