IT Customer Service Engineer

Job description

Job responsibilities

The post holder will assist their Line Manager in the support of the Cornwall and Isles of Scilly NHS communities technical infrastructure and those services and applications supplied by Cornwall IT Services.

Their responsibilities and duties will include:-

The installation, configuration, maintenance and support of all IT end user equipment and installed software in use throughout the Cornwall and Isles of Scilly Healthcare Community. This includes, but is not limited to; Windows desktops, laptops, printers, scanners, bar code readers, iPhones, iPads, mobile devices, audio and visual equipment and other peripherals

The team is responsible for providing first and second level technical support, project-based work and service delivery both on and off site. This can includes application and system related technical support, be technical lead on projects and installations covering all the Trusts IT services.

Working within CITS guidelines and procedures, is able to advise and make recommendations for the modification to those working guidelines and procedures via their line managers.

Transfer of knowledge and skills to other staff members irrespective of ability and seniority throughout the Cornwall and Isles of Scilly NHS community.

The installation, configuration, maintenance and support of both generic and bespoke applications and equipment such as MS Windows all versions, Citrix client software, Microsoft Office, Local and Networked Printers.

To assist in the development, maintenance and implementation of operational procedures for activities carried out by the team

To assist in the development and maintenance of guidance documentation for customers

Liaison with third party support, maintenance organisations and other NHS IT Department Helpdesks, as required in the resolution of incidents.

The scheduling and planning of allocated tasks and workloads to ensure that service calls, planned maintenance and adhoc incidents are prioritised and dealt with in a timely manner, minimising system unavailability.

Person Specification

Qualifications

Essential

• Diploma Level IT qualification or equivalent experience

Desirable

• Lean qualification
• ITIL qualification

Experience

Essential

• Support Service experience - score according to level and years
• Software Support experience - score according to level and years
• IT Hardware Knowledge

Desirable

• NHS experience
• Recognised Professional IT qualification

Practical skills

Essential

• Team working experience
• Customer care skills
• Excellent communications skills
• Prioritisation skills
• Training/mentoring/coaching skills

Desirable

• NHS network knowledge (max if local)

Training

Essential

• Proven CPD

Desirable

• NHS systems/applications - ++ if local

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Royal Cornwall Hospitals Trust

Address

Trecarrel

Drump Road

Redruth

TR15 1LU

Employer's website

https://www.royalcornwall.nhs.uk/ (Opens in a new tab)