IT Support Assistant

Job summary

Do you have a background in customer service with a desire to work in IT?

If so, our busy NHS IT Service Desk at Somerset NHS Foundation Trust would like you to apply to join us as an IT Support Assistant.

The role involves providing IT support via the telephone and via email as well as user account creation and Smartcard creation and management. This role involves a lot of troubleshooting and problem solving as well as some general administrative tasks.

The IT Service Desk team are an experienced group of people so there is a great deal of knowledge that can be shared. The team work together and support each other by sharing knowledge and asking questions whenever they need to.

Main duties of the job

The IT Service Desk is the first point of contact for IT issues for staff working at Somerset NHS Foundation Trust. Therefore, it is important to have good communication skills and a desire to help others to resolve issues they are experiencing, so that they can continue to provide the highest possible quality of patient care.

Knowledge and experience of using IT and providing IT support can be useful, however you will have training provided so a positive attitude towards learning the role is most important.

In the role you will receive phone calls from end users who are in need of support due to an IT fault, or they may need to request a service from Digital Services. You will use an IT Service Management Tool to accurately log the issues and requests that you receive and escalate to a 2nd line support team if needed.

You will also respond to emails from end users and create new user accounts and Smartcards and liaise with 3rd party suppliers. The Service Desk is a busy department so you will be involved in working on different tasks at different times. Attention to detail and the ability to record information accurately and concisely is critical.

An essential skill is to be able to listen to what an end user is telling you and be able to understand the issue and extract the important information.

The Service Desk team have a wide range of knowledge about the hardware and software used at the Trust and it is a good starting point for a career in IT.

About us

The team are based in Deane House in Taunton, however there is currently flexibility to work from home some of the time. Initially you will need to work in the office for training purposes and have the ability to travel to Deane House in Taunton when required to do so. This may be at the last minute if, for example, you lose internet connection at home. You will also need to work from Deane House when assigned to Smartcard tasks as this involves printing cards from a specialist printer on site.

As an organisation, the NHS offers a wide range of benefits including flexible working, fantastic pension contributions, market leading annual leave allowance, career progression and regular conversations, not to mention our Blue Light Card and NHS exclusive discounts.

The benefits of working in Somerset include the idyllic countryside, with our areas of outstanding beauty and stunning coastlines. You will get to enjoy these perks whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.

There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable. You will experience the best of both in Somerset, the countryside and the cosmopolitan, there is truly something for everyone.