Responsibilities
* Support the Digital Service Desk via telephone during periods of high demand
* Provide telephone support during Priority 1 and Priority 2 incidents
* Participate in an on‑call rota to support essential UHNM services that rely on desktop devices; provide desktop and ICT support to users by receiving, analysing, prioritising and resolving hardware, software, application and user‑related issues
* Communicate effectively with users to clarify issues and provide clear, non‑technical explanations and guidance
* Escalate and distribute complex issues to appropriate team members based on specialist knowledge
* Install, configure, test, maintain and remove hardware and software in line with agreed procedures
* Maintain accurate Trust asset registers, ensuring IT equipment and software are tracked, secure and compliant with procedures
* Take responsibility for the security, maintenance and appropriate use of physical IT resources
* Provide IT training and user support, both within the team and across the wider Trust and local community
* Share knowledge within the team and contribute to continuous service improvement and best practice
* Participate in audits of hardware and software and document testing results in accordance with agreed procedures
* Support the Digital Service Desk during peak demand periods, including P1 and P2 incidents
* Participate in on‑call and out‑of‑hours support, including weekend working when required
* Work independently and as part of a team, managing competing priorities and working within defined deadlines
* Travel between Trust sites and drive Trust vehicles as required
* Handle physical aspects of the role, including moving, configuring and connecting IT equipment
About the Trust
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites – Royal Stoke in Stoke‑on‑Trent and County Hospital in Stafford – we serve around three million people and are a specialist centre for major trauma for the North Midlands and North Wales.
Equal Opportunity Statement
UHNM is an equal‑opportunity employer, committed to diversity and inclusion and provides career development opportunities that are fair and transparent.
#J-18808-Ljbffr