Desktop Technician

Job description

Job responsibilities

The successful applicant will be providing 2nd line support to users of the NHS SCWs IT systems within the Service Level Agreement (SLA) timescales and requirements. They will be configuring, installing and maintaining a wide-range of IT equipment including desktop hardware, software, peripherals, printers, network switches, applications, liaison with and support of 3rd party systems and support of National NHS systems (including clinical systems) and network patching.They will provide assistance, advice, and fault resolution to users of NHS SCWs IT equipment, systems, and network, and manage their own workload within DDaTs call management service, as well as supporting other teams within DDaT including Projects, Technical Operations and Digital Services to deliver their services.

The Job Description and Person Specification for the role are outlined in the attached Job Description. Please read these before applying for the role. If you believe this role is for you and you also possess good communication skills, have a customer orientated approach, and believe you can add to a well-established team then we hope to hear from you soon.

Thank you for reading.

SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Person Specification

Values & Behaviours

• Patient First - Customer Excellence
• Aspirational
• Collaborative
• Insightful
• Respectful

Education

• ITIL Foundation Level Certificate

Knowledge & Experience

• Degree (or equivalent) in IT, Information Systems, related subject, or 2 years in a relevant role
• Good general level of education to GCSE or equivalent, particularly in English and Mathematics
• Evidence of continuing professional development
• Evidence of general knowledge and experience in supporting hardware, operating systems and applications
• Good understanding of PCs and peripheral hardware, Microsoft Office applications, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser applications, Service Desk systems, Microsoft Windows client OS, Basic Network troubleshooting, IT Security basics, ITSM tools, e.g. TOPdesk.

• Microsoft Desktop Support Technician Certificate (MCDST) (Windows 7 / 10) or equivalent
• Knowledge of Primary Care and Clinical Commissioning environment

Skills & Capabilities

• Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required
• Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
• Able to work in a team with good interpersonal skills including tact and discretion
• Ability to accurately follow documented procedures
• Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
• Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
• Excellent verbal and telephone communication skills
• Full Driving Licence
• Demonstrate a commitment to undertake further training and development as agreed with line manager
• Self-motivated with the ability to motivate and empower others to achieve specific goals
• Drive, passion and enthusiasm, with the ability to relate well with other members of the team
• Enhanced keyboard skills
• Frequent manual handling of IT equipment including PCs, Servers and Racks
• Ability to deal with variations in workload and an unpredictable work pattern
• Frequent requirement to re-prioritise work and resources
• Periods of intense concentration required when diagnosing and resolving complex IT service issues
• Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job)
• Regular requirement to work in pressurised environment and manage competing priorities with resource challenges

• Regular requirement to work in pressurised environment and manage competing priorities with resource challenges

Employer details

Employer name

NHS South Central and West Commissioning Support Unit

Address

Dukes Court

Woking, Surrey

GU21 5BH

https://www.scwcsu.nhs.uk/