IT Support Officer - 1st Line

The IT Service Desk provides the single point of contact for first-line IT support, fixes, escalations, and incident management to healthcare staff. Working as part of the Service Desk team, you will have comprehensive experience in providing first-line, technical IT support to corporate users at all levels. Typical activities include the remote installation of software, investigation and triage of technical issues. Alongside this, you will also be responsible for security and user account management. As the first point of contact for all incoming IT issues and requests, you will demonstrate a professional and helpful approach, with excellent telephone and communication skills and effective customer service expertise. This includes regular liaison with second and third line service delivery teams and third party suppliers to escalate issues.

The post will mainly be based at Doncaster Royal Infirmary although you may have to provide cover at other sites as required.

Successful candidates will have:

• Experience in an IT Support or Customer Service environment, where they are primarily dealing with people via telephone and e-mail.
• The ability to keep calm and work under pressure. This is essential in order to efficiently handle peaks in demand, and reassure users that their problem will be dealt with.
• A good understanding of IT (i.e. supporting desktop PCs, Laptops, mobile Devices and software) and the ability to quickly learn new systems and concepts. This is essential.
• Good listening and questioning skills and the ability to clearly communicate with users and technical colleagues, via telephone, Teams, e-mail or face to face interaction.
• Candidates will have a good standard of education and be able to demonstrate competency in the use of Microsoft Office applications.
• Experience of working in the NHS and using Helpdesk call logging systems will be an advantage but is not essential.

We believe that the best care to our patients and community is provided by a professional and motivated team, so we invest heavily in training and education. There will also be lots of opportunities to support your development and improve your skills.

At Doncaster & Bassetlaw Teaching Hospitals NHS Foundation Trust you’ll be rewarded by a team that’s proud to support its staff in all aspects of their lives. If you are up to the challenge, submit an application to become part of team DBTH.

It is our goal to give those who join Team DBTH the tools and opportunities in order to grow their career, so whether you spend just one year or fifty with us, it’s our pledge to help you Develop, Belong and Thrive, Here.

Primarily based in the IT Service Desk Office you will provide 1stLine & occasional 2ndline technical support to end users on various technical issues and incidents in a timely manner.

Duties will include supporting the day to day IT requirements of the Trust, working towards meeting Service Level Agreements (SLA) and resolving issues relating to hardware, software and peripherals and ensuring IT&T security standards are met.

Support multiple platforms including VDI desktops, PC’s, laptops, Printers, iPads, mobile devices.

Remotely connect to Users’ desktops to Install and upgrade software and applications.

Log calls on our Sitedesk system, deal with walk-ins, Create New User accounts, log email requests, offer advice to users and be a point of escalation for incidents, problems and communicating progress/issues to users.

To minimise downtime by proving pro-active support and a rapid response when an incident arises.

Be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. Diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate them to the IT Support Supervisor.

Implement new procedures when introduced.

Develop checklists/instructions for typical problems and add them to the TRM (Technical Reference Manual).

Correctly record and update all Asset information in ITSIM.