Technical Support Officer - Dartford, United Kingdom - Oxleas NHS Foundation Trust

Oxleas NHS Foundation Trust

Verified Company

Dartford, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Technical Support Officer, Band 5

Permanent

Full Time: 37.50 hours per week

Exciting opportunity has arisen for a position within the 2nd Line Team at Bracken House

The ICT Department is seeking a friendly and enthusiastic Technical support officer to join the ICT team.

The post is part of the 2nd line technical support team providing remote support to users across the Trust.

The role will be based at Bracken House for 37.5 hours a week, with the requirement to be part of an on-call rota.

Key tasks include:

-
Second-line technical support for hardware and software:
Explaining problems and technical solutions to users

Analysis of presented user problems to identify the potential solutions

Implement technical solutions to resolve user IT problems

Experience of using Active Directory to manage users, groups, and computers

Experience of using Zenworks Control centre

Diagnosing and resolving issues with Windows 10.

Supporting Apple Devices.

The post holder will need to be able to liaise with all levels of staff throughout the Trust and must be able to work as part of a team and deal with dissatisfied users.

Please see Job Description and Personal Specification for further details on this role.

Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings.

Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies.

Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives.

Our 7700 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children's centres, schools and people's homes.

We have approx.

70 sites in a variety of locations in the South East of England and in the South West of England.

In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent.

We manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs.

We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London.

We are proud of the care we provide and our people.

Our purpose is to improve lives by providing the best possible care to our patients and their families.

This is strengthened by our new values:
We're Kind
We're Fair
We Listen
We Care

Overview of the Post

The post-holder forms part of the Desktop Resolver Group and is responsible for second and third-line software and hardware support, installation, configuration and fault finding of all supported PCs, printers, etc working as part of the IT support team.

The post holder is responsible for the resolution of underlying IT Problems causing multiple IT incidents

Responsible for providing IT input and support to Trust and local IT and Business projects

Will be a named representative of the IT Department for specific service directorates and attend meetings and provide bi-directional feedback

Responsible for the development of resolution documentation for use by other teams to resolve IT incidents

The post-holder is responsible for providing support to all staff, nominated users and authorised service users.

The post covers all of the Trust's sites and will be required to provide support on site within offices, ward, prisons and other clinical areas as well as attending site planning meetings at building sites as required.

The post-holder will be required participate in an on-call rota to provide out of hours support

Key Task and Responsibilities

These are listed below - this is not a definitive list but indicates the range of tasks involved.

Extending the use of remote management technologies to improve user response times.

Second and third line technical support for hardware and software for calls escalated via the ServiceDesk or directly:
Understanding and interpreting the complex technical issues presented by users to best asses an appropriate response

Explaining problems and solutions to users

Analysis of presented user problems to identify the potential solutions

Logging progress and information into the ServiceDesk system

Liaising with system managers and other departments to arrange system maintenance

Using initiative to solve problems with reference to broad operating procedures

Resolving complex and sometimes sensitive issues that cannot be dealt with by the Service desk

Performing further diagnostic tests to identify sources of reported faults

When faults lie externally, liaising in a clear and concise manner with the external support provider to achieve resolution

Provide pr