Desktop Support Technician
Job summary
Help us make a difference to people with life-limiting illnesses...
We're looking for a Desktop Technician to join our Digital Business Support Team, providing IT support for our staff, volunteers and patients.
You'll be working in an environment that offers insight into many aspects of the IT industry, such as enterprise level network security, ICT planning, documentation, and high-end hardware. You'll also be provided with a training programme to develop your skills and knowledge.
Much of this role is focused around supporting users with their digital needs and providing excellent customer service.
This position is office-based at our Warwick Hospice, with occasional travel to our other sites when required. You'll usually work during office hours, Monday-Friday, with some out-of-hours, on-call work, on a rota.
Similar roles include: IT Support Engineer; IT Technician; Helpdesk Assistant.
Main duties of the job
Our Desktop Support Technicians:
- Support bespoke applications, desktop & laptop systems, and mobile devices
- Troubleshoot printing devices and network connectivity problems
- Provide support to staff with all existing systems and support staff IT training
- Support the roll-out of new projects
- Play an active role in the on-call team to support the hospices out of hours
About you
To be one of our Desktop Support Technicians, you'll need:
- Experience with and good working knowledge of desktop systems, hardware, drivers and security
- Abilities in installation, diagnostic, upgrade and restoration
- Skills in teamwork, time management, customer service, problem-solving and communication
- Continual professional and personal development
The workload can be varied with periods of increased pressure and deadlines, so problem-solving and time management are key.
A standard DBS check will be required, because this role involves some interaction with patients. We will arrange and cover the cost of this check if your application is successful.
About us
The Myton Hospices provide specialist care and support for people with life-limiting illnesses and their loved ones, from diagnosis to end of life. We are a much-loved, well supported charity at the heart of our community. We have 3 hospices, a range of community services, and 25 charity shops in Coventry & Warwickshire.
We offer a wide range of employee benefits including:
- Increased employer pension contribution
- Free on-site parking
- 28 days annual leave, + bank holidays, increasing with long service
- Additional leave purchasing
- Winter savings scheme
- Discount schemes including Blue Light Card
- Flexible life assurance
- Dedicated staff wellbeing team and mental health first aiders
- Employee assistance programme
- 24/7 GP access
- Free sanitary products
- Cycle to work scheme
- Free eye tests
- Free on-site flu jabs
We are committed to building an inclusive workplace where everyone can bring their true selves to work, and to ensuring an inclusive and transparent application process.
However you identify, and whatever background you bring with you, we welcome you to apply. We particularly welcome applicants with disabilities or from ethnic minorities, who are under-represented in our hospices.
We share interview questions in advance, to enable you to show your best abilities. You are also welcome to bring notes to your interview.
If you need a paper application form, if any adjustments would improve your experience, or if you've identified something missing or a way we could improve, please do let us know.
Job description
Job responsibilities
- Provide advice and guidance to colleagues regarding incidents and issues
- Support remote users for home and out-of-office working
- Identify, log and resolve technical problems with software applications or network systems
- Ensure that work is carried out within agreed service levels and in accordance with department guidelines
- Maintain ticket databases with up-to-date solutions and clear records of activities
- Provide training on the use of Microsoft Windows, Office and third-party software
- The hospice makes use of many software packages and systems. From time to time it may be necessary to run training or induction sessions on these systems for new and/or existing staff
- Be part of the 1-in-4 on-call rota
- Commission and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smartphones) related to desktop infrastructure, in accordance with department standards
- Maintain installed PCs, networks, telephone systems, and peripherals with routine maintenance
- Explain and document technical issues in a clear way to staff
- Change management responsibilities for potential system improvements for departments
- Provide a high standard of service to all staff, communicating clearly, maintaining a professional image and providing regular updates on service tickets
- Stay abreast of modern technologies and continually expand technical knowledge and certifications
- Maintaining a good understanding of our core managed service offerings
- Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
- The post-holder is required to have a good understanding of and to comply with all relevant Myton Hospices policies, procedures and guidelines. Any contravention of Myton policies or procedures may result in disciplinary action.
- Myton recognises the valuable contribution that volunteers make and we expect all employees to support and work effectively with our volunteers.
- It is a requirement of employment with Myton that all staff must comply with the obligations of data protection outlined in our policies and procedures.
- All employees of Myton must be aware of infection prevention and control policies and follow them at all times. Any breach of infection control policies which places patients, visitors or colleagues at risk may result in disciplinary action.
- The post-holder must at all times carry out his/her responsibilities in line with Myton's Equality and Diversity Policy.
- Employees must be aware of the responsibilities placed upon them under the Health & Safety at Work Act 1974, to ensure the agreed safety procedures are carried out, and to maintain a safe working environment for patients, visitors and colleagues. The post-holder is required to conform with Myton's policies on Health & Safety and Fire Prevention, and to attend related training as required.
- It is the duty of all staff working for Myton to safeguard children and vulnerable adults and to undertake safeguarding training at an appropriate level.
- Employees are required to represent Myton in a positive light and embody the corporate identity in appearance, demeanour, values and ethics.
- Our core values underpin everything we do and all employees are expected to comply with our values and reflect them in their day to day work. They are: One Myton (one team, one goal: delivering holistic care); Professional (in all we do); Respect (and dignity for all); and Value (every individual and ourselves).
This job description is an outline of the key duties and responsibilities of the role and is not intended as an exhaustive list. The job description may change over time to reflect the changing needs of the service. The post holder may be required to undertake other duties that could reasonably be considered commensurate with the post. This job description is subject to periodic review and may be changed/updated following consultation with the post-holder.
Last reviewed: 6th January 2026.
Person Specification
Skills and Attributes
- Able to solve problems while maximising efficient use of resources
- Able to work well in a team
- Can demonstrate that you continually update and enhance your basic skills in hardware, software, and systems, through your own efforts and provided training
- Installation, diagnostic, upgrade and restoration abilities
- Vertical and lateral thinking skills
- Clear written and verbal communication
Experience
- Experience with Microsoft desktop operating systems
- Good working knowledge of Microsoft Office and Office 365
- Good working knowledge of desktop and laptop hardware and their drivers
- Good understanding of desktop-related security, including anti-virus, web security, email security (phishing, social engineering), two-factor authentication, and Windows-related security options
- Knowledge of mobile device management software, such as MS Intune
- Basic knowledge of the current version of SCCM, including app packaging, OS building, drivers and task sequences
Qualifications
- CompTIA A+ or equivalent
- Level 2 Certificate in ICT Systems Support or equivalent
- Level 3 Diploma in ICT Professional Competence or equivalent
Other
- Full, clean UK driving licence and ability to travel to other sites within Warwickshire and Coventry when required
- The right to work in the UK (we cannot provide sponsorship)
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
The Myton Hospices
Address
Myton Lane
Warwick
Warwickshire
CV34 6PX
Employer's website
https://www.mytonhospice.org/