Job Summary
An exciting opportunity has arisen for a motivated, enthusiastic 2nd Line IT Support Technician with a passion for excellent customer service to join our Desktop team at Alder Hey to work in our Cyber Security Team.
The ideal candidate will be courteous, professional and flexible to changes in working practices. A can-do, friendly, customer-centric disposition is essential.
The post will require demonstrable experience in an IT support role to successfully diagnose hardware faults and support a wide range of new and exciting technologies. The role is predominately based at Alder Hey. However, occasional travel and support of community sites is required.
A current, valid driving licence would be desirable. The working hours are 37.5 per week at NHS Band 4. NHS experience isn’t a requirement for the role. However, applicants from outside the NHS would start at £26,530 on the Band 4 pay scale.
We look forward to hearing from you.
Main duties of the job
The successful candidate will be responsible for incidents and requests passed to the team via the Service Desk. This will involve the diagnosis and resolution of hardware and software issues, device configuration, builds, software installations, kit provision, patching, office moves, checks, technical advice and guidance and the provision of training guides.
The IT Support Technician will remain in constant communication with the user throughout the life cycle of the incident or request assigned to the team and will adhere to a defined set of expectations, applicable to service provision.
The recruit will undertake additional services, such as providing pro-active technical support to key areas of the Trust, acting on Cyber Security alerts, mobile device management, assessing and providing feedback on new technologies, working collaboratively with colleagues in specialist teams, support and maintenance of audio visual equipment, asset management, stores management (including deliveries, storage, kit retrieval and deployment, and audit provision), triage and ticket assignment, provision of SOPs, identification of recurring issues and escalation of critical incidents.
The ideal candidate will have the ability to identify opportunities to improve existing processes and procedures, and the passion to learn new skills.
Job description
Job responsibilities
Principle Duties and Responsibilities
- Provide effective technical support, ensuring Trust equipment is fit for purpose and operating correctly.
- Analyse and resolve IT technical support calls logged by the IT Service Desk in a timely and effective manner.
- Assist in replacement and upgrading of existing IT equipment, including data transfer.
- Escalate any unresolvable problems to the Service Desk Manager / Head of Technical Services as appropriate, providing clear information on the nature of the problem and the triage steps undertaken.
- Record progress of all IT support calls on the IT Service Desk systemaccurately and regularly ensure users are informed of the progress of their IT support call or query.
- Investigate and resolve network conflicts and anomalies to enable users to successfully access the Trust networked resources.
- Provide support for remote/ home users.
- Demonstrate willingness to work flexibly, sometimes outside normal core hours, in response to service demands as agreed with the Service Desk Manager / Head of Technical Services.
- Identify multiple instances of incidents of a similar nature, raise awareness by notifying senior management and relevant stakeholders.
- Escalate incidents internally to specialist teams following defined processes, providing clear, concise and comprehensive triage steps in the worklog.
- Install desktop hardware and software to agreed and documented standards.
Resource Management
- Responsible for ensuring safe receipt and recording of computer deliveries and all associated record keeping.
- Ensure every device worked on is accurately recorded in the assetmanagement database.
- When assigned a key area of the Trust ensure all devices have sufficient disk space.
- Test new hardware / software and provide comprehensive feedback on issues identified and possible modifications.
- Ensure only Trust approved software is used on Trust PCs and that it is licensed and adheres to regulations.
- Deliver technical elements of projects under the direction of senior IDigital managers.
- Evaluate and test non-trust hardware / software under consideration for use in the Trust and report on issues.
- Liaise with third party suppliers/providers in the installation and maintenance of the Trusts infrastructure.
- Assess whether old Trust equipment is beyond economic repair and arrange for appropriate decommissioning or deconstruction in line with procedures.
- Maintain professional standards adhering to ITIL principles, information governance and data protection.
- Adhere to Trust policies and procedures.
Communications
- Promote good practice in the use of IT hardware and Software and security measures.
- Provide advice and demonstrate use of software and hardware to end-users.
- Be proactive and ensure there is daily communication, updates and feedback with users and management.
- Provide feedback to the Service Desk Manager regarding potential Trust IT issues and staff desktop training requirements.
- Participate in IT meetings / review meetings or site meetings and provide constructive input and feedback as required.
- Liaise with external IT system and software suppliers to resolve problems.
- Ensure users are regularly kept informed of the progress of their incident or request and associated SLA.
Documentation
- Maintain the IT Asset Register, keeping it up to date and complete at all times.
- Schedule periodical audits of Trust computer equipment.
- Provide reports, such as audit analysis.
- Prepare and maintain SOPs (knowledgebase articles).
- Update project documentation as required.
- Provide weekly update reports on outstanding issues and open tickets for critical areas.
Knowledge
- Maintain 100% compliance with Trust mandatory training
- Maintain detailed knowledge of hardware / software used within the Trust.
- Maintain an awareness of technologies and developments. This may involve attending seminars, training events, and reading relevant journals and technicaldocumentation.
Housekeeping
- Promote and maintain a quality operational environment adhering to audit and security policies and Trust best practice.
- Maintain professional standards adhering to ITIL principles, information governance and data protection.
Physical demands of the job
- Capable of lifting PCs, printers and associated equipment.
- Able to physically manipulate equipment and cabling in awkward and confined spaces.
- May occasionally be required to work in dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cable runs.
Person Specification
Experience
Essential
- Computer related degree
- Proven experience gained in a similar role
Desirable
- NHS experience
- Knowledge of cyber security technologies, attack vectors etc
Knowledge
Essential
- Examples of excellent customer service
- Able to demonstrate a passion for IT, use of technology to benefit customer experience or working practices
Desirable
- Familiarity with key IT systems
Skills
Essential
- Problem Solving examples – Able to research using a variety of methods, methodical approach
Desirable
- Driving licence and own vehicle
Person Fit – Personal Attributes
Essential
- Friendly, professional, communicative, positive attitude, good fit, enthusiastic
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Closing Date: 19 March 2025
