Role Overview
Provide second‑line desktop support as part of the Desktop Support team, attending to incidents and service requests that require a site visit. Deliver technical support for systems and services, resolving incidents passed from first line support to maintain business continuity.
Responsibilities
* Provide second‑line desktop support for hardware and software incidents and service requests.
* Install, configure, and test new software following documented procedures.
* Configure Windows devices, apply the Trust image and ensure all necessary software is deployed and secured with up‑to‑date antivirus definitions.
* Use the Central Management System to manage, audit, and patch the Windows estate and maintain the database.
* Utilise the Trust’s MDM system to set up, configure, update, audit and manage portable devices, ensuring cyber regulations are adhered to.
* Take ownership of incidents logged in the Service Management system, liaising with Digital teams and other stakeholders to ensure timely resolution.
* Maintain hardware and software of the Trust’s patient entertainment system.
* Manage the lifecycle of the Virtual Desktop end‑user estate.
* Lead or participate in project rollouts, providing research, updates and liaising with 3rd parties as required.
* Perform Active Directory administration tasks and maintenance.
* Identify incident trends, assist proactive problem management, and update solutions in the Configuration Management Database (CMDB).
* Move IT equipment internally and at external sites, following NHS lifting and handling guidelines.
* Participate in out‑of‑hours on‑call duties.
* Set up and install remote access solutions for staff working outside the workplace.
* Conduct basic network troubleshooting and act as a point of contact for computer‑related advice within the client environment.
* Provide ad‑hoc support for the Service Desk to reduce wait times for staff.
* Maintain hardware equipment, manage component recycling and dispose of data media and equipment to appropriate environmental and data security standards.
* Undergo site surveys to assess the need for additional or replacement IT equipment or network infrastructure changes.
* Demonstrate systems and technical procedures involving digital applications to colleagues, new starters and work‑experience staff.
Qualifications
* ITIL Foundation or equivalent experience.
* Microsoft qualifications and experience with Office 365 applications.
* Diploma or other relevant qualification in IT.
* Strong communication skills, able to explain technical issues to non‑technical users.
* Customer service and problem‑solving abilities.
* Experience in an IT support role.
* Desirable: experience working in an NHS IT department.
Equality and Diversity
The Trust is an equal opportunity employer and welcomes applications from all backgrounds, including under‑represented groups such as Black, Asian and minority ethnic people, LGBTQ+ individuals, disabled staff, and people aged 16‑24. We are committed to safeguarding and supporting staff and patients alike.
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