Job Description

An opportunity has arisen within the Customer & Technical Support Team for the post of Technical Support Assistant working with the Service Desk from April 2023

This is a Fixed Term Role with the potential to be made Permanent

You will be working on the service desk based at Duncan Macmillan House providing first-line support to the Trust’s computer users.

The role involves the following activities:
Logging, monitoring and escalating of incidents & service requests through to resolution; using technical knowledge, skills and experience based on ITIL v3 best practice.

Maintaining Incident and Service Requests, logging, monitoring and diagnosing ICT issues for all Trust systems.

Resolving basic incidents and service requests at first point of contact;

Escalating calls, when required, to second and third line support as appropriate.

We have a huge variety of opportunities in our expansive Trust covering geographically from South Yorkshire, Nottinghamshire to Leicester, providing mental health inpatient and community services, community health services, forensic mental health services and secure prison healthcare across the East Midlands.

We have more than 100 sites and a huge scope of unique opportunities to develop your career and gain some amazing experiences. We strive to be a great place to work and offer many staff benefits and tailored staff support and wellbeing programmes.

Do you want to make a difference?

Do you believe in Trust, Honesty, Respect, Compassion and Teamwork?

Then Nottinghamshire Healthcare is the perfect place for you to start, maintain or further your career. Join our team of nearly 9000 who are making a difference every day. We are all about our people – our staff, volunteers, carers, service users and patients. We are NottsHC.

Follow us on Facebook and Twitter @NottsHealthcare

The Technical Support Assistant on the Service Desk is the face of ICT to our 10,000 customers within Nottinghamshire Healthcare NHS Foundation Trust.

This can be a challenging role, which requires excellent Customer Service skills, the ability to analyse, troubleshoot and communicate with our customers who have varying levels ot ICT knowledge and skills.

The Service Desk is part of a newly formed Customer & Technical Support Team, providing 1st and 2nd line support for our Customers, in which we intend to provide long term training and development opportunities for everyone within the Team

This job requirements are providing support to all Trust staff; logging, monitoring and escalating calls, as required, through to resolution; using technical knowledge and skills.

Provide first line technical support and guidance utilising second and third line resources where appropriate and necessary for all mobile and fixed ICT equipment and systems.

Advise staff on Software and hardware updates, including when items are Beyond Economical Repair and need replacing, acting under guidance from senior support staff

Manage own efficiency and the variable workflow of the service desk, with the ability to work under own cognisance with occasional supervision

Deliver technical support to Trust staff in accessing a wide range of Clinical and non-clinical software including home working and off site support

Have access to monitor core infrastructure components to support critical Trust services and systems (Server systems, network Infrastructure, software and national applications)

Utilise a wide range of multidisciplinary skills, experience and internal training to aid working collaboratively with the all other Digital Services Teams and Health Informatics Service Departments; providing the highest level of flexible support to all Trust staff

Compliance to Trust standards, corporate Policies and Procedures, local Policies and Procedures.

To assist in the administrational support duties of Digital Services for allocating hardware and system access.

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