ICT Desktop Support Technician
Job summary
Are you passionate about IT and skilled in customer service?
If so, we have an exciting opportunity for a Desktop Technician to join our dynamic IT team at the Prestwich site of Greater Manchester Mental Health NHS Foundation Trust.
As a Desktop Technician, you'll play a key role in supporting staff across the Trust by providing technical assistance, troubleshooting hardware and software issues, and ensuring devices are functioning optimally.
You'll be part of a fast-paced environment where your ability to stay calm under pressure and deliver excellent customer service will be essential--especially when supporting staff in high-pressure clinical settings.
While full training will be provided, we're looking for someone who:
- Has a solid understanding of fundamental IT principles.
- Can manage their own workload with attention to detail and accuracy.
- Communicates clearly and professionally with users of all technical levels.
- Is keen, flexible, and self-motivated.
- Can quickly integrate into a well-established and supportive team.
If you're ready to take the next step in your IT career and make a real difference in a healthcare setting, we'd love to hear from you.
Main duties of the job
- First point of contact for any faults that are logged on the IT Helpdesk Portal with the aim to resolve them first time.
- Troubleshooting logged requests and applying fixes where possible or escalating the request to the relevant team where necessary.
- Working through a variety of hardware and software faults as well as software installations.
- Providing support for issues with multi factor authentication.
- Liaising with other teams within IM&T to find resolutions for issues
- Assisting other ICT teams when needed.
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over 7000 members of staff, who deliver services from more than 122 locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Job description
Job responsibilities
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Toidentifyand analyse a range of IT problems and take the mostappropriate methodof resolution liaising with theICTDesktopSupport Team Lead and ICT Service DeskManageras necessary.
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To follow department procedures for routine IT problems, use own initiative for complex IT problems and know when to refer forhighly complex/sensitive IT problems.
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To provide telephone, and on-site support service to staff within the Trust.
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To provide a point of technical escalation and technical support to the ICT Service Desk.
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To proactivelyassistdepartments in the development of their IT use in line with clinical requirements.Good customer facing skills are essential.
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To provide high quality technical support asrequired, to all users connected to the customers IT environment using diagnostic tools and fault-finding techniques toidentifyroot causes.
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To fix diagnose faults wherefeasibleor to recommendappropriate solutionsacknowledging and describing the implications for the end customer and for the internal IT teams.
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Toassistwith documenting all operational processes and procedures for designated services.
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To support in VoIP (IP telephony).
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To perform set-up and configuration and maintenance tasks on end user devicesin accordance withthe overarching IT service delivery plan.
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To contribute to management reports and undertake service level targeting and reporting as and whenrequired.
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Provide a structured approach to diagnosing, assimilating and critically interpreting operationalobjectives, risks, and issues.
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Provide a structured approach to diagnosing, assimilating and critically interpreting operationalobjectives, risks, and issues.
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Investigate, diagnose,testand resolve faults/problems from internal/external stakeholders to a satisfactory conclusion.
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Analyse and design processes to ensure that specifications / guidance continue to meet the needs of users.
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Liaising with customers on the specifying and procurement of computer and information technology equipment and related goods and services.
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Managing the commissioning and decommissioning of both hardware and software including the co-ordination of installations and moves, liaising with all relevant personnel including Facilities staff.
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Responsible for the training and development of staff working in the service areas, whenassistingthem with IT support.
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To provide cover forother ICTteamsas necessary.
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Toparticipatein the Trust IM&T on-call rota.
Person Specification
Education / Qualifications
- Evidence of knowledge development acquired through relevant specialist training courses, for example Microsoft Certified Training.
- Evidence of experience of working in an IT technical environment including a range of knowledge of network hardware and software installation, configuration and support.
- Previous experience in NHS IT
Knowledge
- Knowledge and experience of Windows operating systems
- Knowledge and experience of Microsoft Office 365
Skills and Abilities
- Be able to establish effective relationships with a wide variety of staff.
- Ability to work on own initiative, plan and organise work with under supervision.
- Ability to work effectively within a team.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Greater Manchester Mental Health NHS Foundation Trust
Address
Oakwood, Prestwich Hospital
Bury New Road
Prestwich
M25 3BL
Employer's website
https://www.gmmh.nhs.uk/