Desktop Support Officer Gateshead, England
Job description
An opportunity has arisen for a Desktop Support Officer to support the delivery of high-quality IT Support Services to the Trust.
We are looking for motivated, proactive individuals with a clear patient focus to join the Desktop Support Team delivering high quality second and third line support to our end users. You will be able to demonstrate excellent listening and communication skills with an ability to work under pressure and to deadlines. You will be required to continually develop your skills and knowledge to keep up to date with technological advances and participate in the Tier 1 On-Call rota. You will play a key role in maintaining and upgrading hardware and systems across the organisation and will work with colleagues to continuously improve our services to the Trust.
The role will be paramount to providing timely support to clinical users to ensure minimum disruption to patient care, now is a great time to join our team.
You can expect to be part of an IT team committed to delivering a secure and flexible infrastructure, high quality services and innovation to NHS staff and patients.
Providing high quality end user support services for all IT issues both within GHT and supported third party organisations.
Provide first and second level end user support to Trust and supported third party organisations.
Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
An ability to prioritise workloads to maximise the productivity of the desktop support function.
An ability to work both under own initiative and also as a team player, with colleagues from both the Trust and from associated organisations.
An ability to provide basic end-user familiarisation with PC hardware and software facilities when installing new or upgraded systems for end users.
An ability to provide basic end-user familiarisation with peripherals facilities when installing new or upgraded systems for end users.
An ability to assess the suitability of PC locations from a Health & Safety perspective in relation to adequate lighting, desk space, seating arrangement.
Ensure that the highest quality advice and support is given to managers and clinicians to enable maximum achievement of benefits from IT.
Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.
Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.
We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.
Our values should be the ‘golden thread’ which runs through everything we do – they are the core of who we are. Our five values can easily be remembered by the simple acronym ICORE; Innovation, Care, Openness, Respect, Engagement.
We have a number of staff networks including the Global Ethnic Majority (GEM) network, D-Ability network, LGBTQ+ Network and the Women’s Network, to challenge us and help us to constantly improve. Our Armed Forces network is one of our emerging networks.
The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our ‘Balance’ programmebalancegateshead.comto cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.
Knowledge, Skills and Experience:
- Educated to HND level or equivalent in an IT related subject and preferably with a degree in an IT related subject, relevant technical certifications or qualifications.
- Significant end user first and second level support experience, including hardware and software support, PC and peripherals setups, troubleshooting and repair.
- In depth technical knowledge and expertise of IT hardware, operating systems and end-user productivity tools.
- Experience of supporting PCs in a networked environment, including installation, support and troubleshooting of network clients and other communications products.
- Experience of installation, support and troubleshooting of PC peripherals, including printers, scanners and PDAs.
- Knowledge of and experience in using helpdesk software.
- Familiarity with on-line technical and support resources.
- Ability to communicate with a wide range of end users from multiple backgrounds and organisations, including “difficult” users.
- Ability to perform as an effective team player, and on own initiative.
- Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
- Relevant NHS experience is desirable.
- End users of all grades, professions and skills.
- Departmentally based system administrators.
- Information, Health Records, Library department staff at all levels.
- Third party support organisations.
- Partner organisations (both NHS and others) in the local health and social care community.
- Work collaboratively with all members of the digital teams to deliver a seamless, efficient and effective service.
- Provide a customer focused approach to ensure we deliver a responsive and effective service to users.
- Ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
- Ability to show empathy for service users experiencing issues and demonstrate an understanding of the business impact caused.
