Technical Support Officer
Job summary
Our Technical Support Officer will work as part of our EUD Team, in order to support and manage our desktop environment and provide a high-quality service to the healthcare community and GP surgeries.
Our key responsibilities of the role are to take ownership of, and resolve, allocated Incidents and service requests raised by users through the IT service desk, provide technical support, and undertake the necessary work required, to implement and deliver to agreed SLA's and have a high knowledge of IT system and supporting them, Such as Office 365, Windows 11 and Intune.
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Main duties of the job
- Assist with 2nd line support via a central service desk ensuring it is maintained to acceptable levels as required
- Provides a high technical level of fault diagnosis support for all desktop equipment and associated specialist peripheral devices. Reports any problems to maintenance companies as necessary
- Build and develop productive working relationships with stakeholders such as clinicians, customer organisations, other technical or non-technical teams, other NHS organisations and external suppliers
- Maintain existing documentation. This includes the creation of installation and user scripts
- Takes responsibility for own workload
- Provides a high technical level of fault diagnosis support for iOS devices. Have an understand that will allow you to diagnose and fault-find issues
- Candidate must have a FULL UK MANUAL DRIVING LICENSE
About us
Our Desktop Operations is made up of individuals who have a flexible approach.
The team is very friendly and has years of knowledge and experience we are willing to share.
Working in the Torbay and South Devon NHS Foundation Trust EUD team offers the chance to make a real difference by directly supporting frontline services. The role provides variety, technical challenge and the opportunity to work closely with a supportive, collaborative team, ensuring staff have the reliable technology they need to deliver high-quality patient care. It's a rewarding environment where your work has clear purpose and visible impact across the organisation.Job description
Job responsibilities
Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.
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Person Specification
Qualifications and Training
- NVQ level 4 in information technology or equivalent knowledge gained by experience
- CompTIA A+ Certified
- Microsoft Certified Professional (MCP) or equivalent qualification
- MCITP Certification with focus on desktop support, e.g. MCITP: Enterprise Desktop Administrator on Windows 11, or legacy equivalent e.g. MCDST
- Office 365 certification - Microsoft 365 Fundamentals MS-900 or equivalent qualification
Knowledge and Skills
- Technical knowledge of MS operating systems and applications
- Technical knowledge desktop PC and peripheral hardware
- Technical knowledge of iOS devices and evidence
- Demonstrable experience of implementing and supporting desktop PCs, laptops, mobile devices and peripherals
- Experience of supporting end users in a corporate environment
- Sound working knowledge of networking o Knowledge of networking protocols server technologies relevant to the end user computing environment
Special Experience
- Substantial, proven, relevant experience working within a Desktop or EUD environment
- Evidence of Good Communications skills in a previous role.
- Substantial experience of working in a healthcare IT environment
- Evidence of Good Communications skills in an IT EUD role.
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
Torbay and South Devon NHS Foundation Trust
Address
Regent house
Regent Close
Torquay
TQ2 7AN
Employer's website
https://www.torbayandsouthdevon.nhs.uk