Technical Support Coordinator
Job summary
As a Technical Support Coordinator, you will provide reliable and customer-focused technical support. You will help staff use the digital systems and equipment they rely on to deliver services by responding to incidents and requests, identifying faults and finding practical solutions. You will take ownership of issues from the first investigation through to resolution, keeping users informed and escalating more complex problems to senior colleagues, other support teams or suppliers when needed.You will also investigate recurring problems, contribute to service improvements and help keep technical guidance, knowledge articles and self-help information accurate and useful. By sharing your knowledge and coaching colleagues, you will help the team provide a consistent and effective service.This is an interesting and varied role where no two days are quite the same. You could be solving a technical problem remotely, setting up equipment at an NHS site or helping someone get back to work quickly when a system stops working. By keeping essential technology running and giving people the support they need, you will play your part in supporting better care in the NHS.
Main duties of the job
Delivering a comprehensive, reliable and customer-focused second-line technical support service for the Digital Services DepartmentDiagnosing, prioritising and resolving incidents and service requests, escalating complex issues to senior technical colleagues or suppliers when requiredTaking ownership of issues until they are resolved, mitigated or appropriately handed over to another support teamConfiguring, installing and supporting computers, printers, telephones and other digital equipment, both remotely and at the point of delivery
Providing clear advice and guidance to users, explaining actions and outcomes in a helpful and easy-to-understand wayMaintaining secure configurations and accurate asset records, including verifying the location, condition and status of equipmentInvestigating recurring problems and contributing to practical remedies and preventative improvementsCoaching colleagues and sharing knowledge, including creating and improving knowledge base and self-help materialSupporting service improvements and helping ensure that technical procedures remain accurate, effective and customer focusedComplying with information governance, data protection, security and other organisational requirements
About us
NTW Solutions Limited is proud to provide services to the NHS. We keep hospitals clean and patients fed and we keep buildings running and grounds tidy. Our digital teams support the vital systems the NHS relies on, our pharmacy team ensures patients get the medicine they need, and our workforce team recruits people onto the frontline. We transcribe thousands of important medical letters, provide a lease car service to keep people on the move, and ensure suppliers are paid on time.
We are dedicated to being a great inclusive place to work. We provide a wide range of benefits including a good rate of pay and pension and an extensive range of discounts. We care about health and wellbeing and offer a range of support for the people who work here.
We believe everyone has potential and welcome applications from people from a culturally diverse background, those who are LGBTQ+, people with disabilities, anyone who is unemployed or has been out of work for a period of time, or those who have served in our armed forces.
We were set up by Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust to provide support services. As a limited company we have built a commercial ethos onto our NHS values and now provide our services to other NHS organisations and beyond.
Job description
Job responsibilities
This is a Technical role based at St.Nicholas Hospital which covers CNTW.
Pay: Band B (£15.13 per hour).
Please refer to the Job Description itself for a wider overview of the role.
Please note that all jobs will be appointed on the NTW Solutions Limited terms and conditions (not NHS/A4C terms).
If you currently work for NTW Solutions on AfC terms and conditions, you will be given the choice to retain these or move onto NTW Solutions terms and conditions. Please note that the above advertised salary will not apply if you choose to remain on AfC.
Anyone currently paying into the NHS Pension scheme will be able to retain this.
Person Specification
Education and Qualifications
- Good standard of education to NVQ Level 3, or an appropriate level of relevant experience
- Computing or business orientated qualification
- ITIL Qualification or equivalent experience of delivering customer focussed digital services
Experience
- Experience working in a digital or IT support environment, providing customer support for Microsoft Windows technologies, other operating systems and applications, including second-line incident and service request resolution
- Experience configuring, building, installing and supporting computers and associated digital equipment, while maintaining accurate technical and asset records and adhering to security procedures
- Experience coaching colleagues or delivering training
Skills and Knowledge
- Good understanding of computer hardware, software and system configuration, particularly Microsoft applications, printing, telephony and associated technologies
- Ability to diagnose and resolve technical issues, make sound decisions on escalation, and manage competing priorities effectively
- Strong customer service, communication and teamwork skills, with the ability to explain technical information clearly and work collaboratively with colleagues, users and suppliers
- Ability to work independently, follow detailed procedures accurately, contribute to technical guidance and knowledge materials, and recognise when escalation is required
- Awareness of data protection, information governance, secure working practices, cloud technologies, NHS digital services and developments within the wider technical environment
- Travel to sites will be needed so you must be able to meet the mobility requirements of the post
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
NTW Solutions Limited
Address
St Nicholas Hospital
Newcastle upon Tyne
NE3 3XT
United Kingdom
Employer's website
https://www.ntwsolutions.co.uk/