IT Support Officer (2nd Line)

Job content

We have an exciting opportunity for an experienced IT Support Technician to join a busy skilled team, you will need to have skills and knowledge to enable you to hit the ground running.

As a valuable member of the Digital Transformation department, you will have the opportunity to be an active participant of substantial changes to the Trusts business process through project implementation such as deployment of Windows 11, Unified Communications and Electronic Patient Records.

Candidates must have proven technical support experience and have relevant experience in an IT support role or equivalent. You must be able to actively participate in the out of hours On Call Rota.

Knowledge of IT Applications such as Windows 10, Microsoft Office, general desktop applications and operation. Thorough specialist working knowledge of IT Hardware fault analysis, diagnostics and resolution including experience of supporting mobile devices.

Candidates must have a strong customer focused approach, great customer communication and interpersonal skills as well as having experience of dealing with customers over the telephone or in person with an ability to work under pressure.

The post holder will be responsible for the day to day second line resolution of incidents and Service Requests that come in via the Service Desk.

Provide hands on technical support via face to face, remote access and phone supporting Trust employees and 3rd party users.

Configuration, deployment, repair and maintenance of desktop PC’s, Laptops, tablets, iPads, iPhones and android phones

Updating the incident and request tickets within the Service Desk Logging tool.

Documentation of procedures

Project work as required.

Compliance with operational processes (Incident Management, Request Management, Major Incident Management)

Network configuration as required including port patching and fault diagnosis.

Travel - You will be required to travel between our other Trust Sites as well as our satellite sites.

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.

As a second line support officer, you will be responsible for resolving issues that have been escalated from the IT Service Desk. Working across all sites with travel being necessary as the service requires, you will provide desktop and hardware support to the Trust.

As part of the on-call rota you will be required to work autonomously providing support out of hours.

You will liaise with external company’s providing 3rd party support using a methodical and systematic in approach to all aspects of work to react quickly to challenging situations.

The role requires you to work unsupervised in a pressured environment where you will be required to evaluate and interpret technical information for communication to a wide audience.
In depth knowledge of Microsoft Office Products such as Word, Excel, Outlook, Microsoft 365 to assist with user queries.

Contribute to the expansion and maintenance of the knowledge base, developing checklists/instructions for typical problems and adding them to the TRM (Technical Reference Manual).

Escalation and liaison with other Service providers for incidents requiring specialist help (Infrastructure/Network Teams & Clinical Systems Teams).

Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations.

Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security.