IT Service Technician
Job summary
Our IT Team is a vital part of St Gemmas, ensuring our digital systems facilitate the delivery and availability of modern IT solutions that enable high quality patient care and effective organisational operations across multiple locations.
Main duties of the job
- The role combines hands on technical troubleshooting with excellent customer service for staff across the Hospice and retail sites, contributing directly to safe patient care and income generation through reliable IT services.
- Deliver 1st and 2nd line support for hardware, software, network and clinical systems issues, providing technical advice to users while working closely with colleagues to maintain agreed service levels.
- You will implement and support the delivery of IT projects as agreed and required by the business.
- The role will also have responsibility for line management of analysts in the team and ensure effective use of our digital workplace and collaboration tooling.
About us
What are the benefits of working at St Gemmas?
At St Gemmas, our people are at the heart of our organisation, so we place great importance on maintaining a workplace culture and environment where everyone can thrive and feel satisfied that they are making a meaningful difference in the work they do.
Our culture is centred around our values:
- Caring
- Aspirational
- Professional
We offer a competitive range of benefits with an emphasis on inclusion and staff well-being in a caring and friendly environment:
- Generous annual holiday entitlement
- Free parking at the Hospice site, subject to availability.
- Subsidised food at the Hospices Bistro and free drinks for all staff.
- Enrolment onto St Gemmas Group Personal Pension Plan, which provides a 5% company pension contribution assuming employees contribute 3%. If you are currently a member of the NHS Pension Scheme and have contributed to the scheme within the last twelve months you are eligible to continue contributing to this scheme instead of St Gemmas Group Plan.
- Health Assured employee assistance programme for you and your immediate family.
- Learning and professional development. For our clinical teams, this is provided by our world-class Academic Unit of Palliative Care (AUPC).
- Various employee network groups
- Regular social events.
Job description
Job responsibilities
What are we looking for in a candidate: Experience in 1st and 2nd line IT support for hardware, software, network, and systems issues in a complex environment. Relevant technical qualifications OR evidence of working toward them (e.g., Degree in IT, Level 3/4 apprenticeship, BTEC) Microsoft, networking, cybersecurity). Knowledge of ITIL processes, ideally ITIL Foundation Microsoft 365, Azure, Fortinet, or equivalent vendor certification are also desirable. Strong understanding of Windows OS, Microsoft 365, Microsoft Endpoint and server administration, and networking. Excellent communication and customer service skills, with the ability to communicate technical issues clearly to non technical users. Experience with workflow automation tools such as Power Automate is advantageous. Experience in a healthcare or public sector environment, or familiarity with clinical systems is advantageous How to apply? Applications must be submitted online via the St Gemmas careers website prior to the closing date. Please ensure you download the Role Profile and Employee Specification documents at the bottom of the vacancy page as you may find them useful when completing the application questions.
Person Specification
Experience
- Experience in 1st and 2ndline support (on-site and remote) for hardware, software, network, and clinical systems issues.
- Experience working towards agreed SLAs and escalating complex issues when required
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripherals.
- Support planned maintenance, upgrades, and project rollouts.
- Assist with network troubleshooting, including connectivity, cabling, and device configuration.
- Liaise with 3rd party suppliers to resolve faults outside of our scope
Qualifications
- Relevant technical qualifications OR evidence of working toward them (e.g., Degree in IT, Level 3/4 apprenticeship, BTEC) Microsoft, networking, cybersecurity).
- ITIL Foundation
- Microsoft 365, Azure, Fortinet, or equivalent vendor certifications.
Additional Criteria
- Excellent communication and customer service skills, with the ability to communicate technical issues clearly to non technical users.
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
St Gemma’s Hospice
Address
329 Harrogate Road
Leeds
LS176QD
United Kingdom
Employer's website
https://www.st-gemma.co.uk/