Job summary
This exciting and challenging role provides the opportunity for a highly motivated individual to join the Royal Marsden Foundation Trust Digital Services Desktop Support Team.
The role will provide comprehensive technical expertise and customer support onsite at our hospital locations (second-line desktop support) in Sutton and Chelsea.
The post holder will also be responsible for the day to day administration, management and availability of the desktop environment ensuring that a high-quality IT support service is provided to all users of trust systems, in accordance with defined policies, procedures and service level agreements. You will also be responsible for 1st line network support (patching and troubleshooting) and will be involved with projects.
IT support experience within a corporate or public sector organisation would be desirable with a sound technical knowledge of Desktop PC hardware and software and have good working knowledge of public sector or corporate IT networks.
Main duties of the job
- The post holder will provide comprehensive technical expertise and customer support (second line desktop support) in maintaining and expanding the IT service for the Trust and satellite sites across the local health community. The post holder will also be responsible for the day to day administration, management and availability of the desktop environment.
- The post holder will also have a good understanding and knowledge of IT gained through two to three year's relevant experience and they will be required to work without supervision at times across multiple locations.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- To work as part of the IT Service Desk team and Trust to support the technical development of end user devices, specialist printing and audio-visual equipment, such that it continues to support the business needs of the organisation
- To provide high quality 2nd line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes.
- To fix hardware and software faults or recommend appropriate solutions, acknowledging and describing the implications for the customer and for internal teams.
- To undertake the build, configuration, documentation and integration of new desktop, audio visual devices and printer hardware as part of the Trusts on-going technology expansion.
- To ensure the availability and effective performance of desktop services.
- To identify, recommend and implement changes to IT systems to improve capacity and performance and address potential risks as agreed with internal teams and customers.
- To build, deploy and repair hardware and to troubleshoot hardware and applications / all operating system.
- To provide specialist support of third party and customised applications.
- To be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents are resolved within the agreed performance criteria. This will include working in line with the departmental procedures for the prioritisation, escalation and resolution of logged tickets.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- To work as part of the IT Service Desk team and Trust to support the technical development of end user devices, specialist printing and audio-visual equipment, such that it continues to support the business needs of the organisation
- To provide high quality 2nd line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes.
- To fix hardware and software faults or recommend appropriate solutions, acknowledging and describing the implications for the customer and for internal teams.
- To undertake the build, configuration, documentation and integration of new desktop, audio visual devices and printer hardware as part of the Trusts on-going technology expansion.
- To ensure the availability and effective performance of desktop services.
- To identify, recommend and implement changes to IT systems to improve capacity and performance and address potential risks as agreed with internal teams and customers.
- To build, deploy and repair hardware and to troubleshoot hardware and applications / all operating system.
- To provide specialist support of third party and customised applications.
- To be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents are resolved within the agreed performance criteria. This will include working in line with the departmental procedures for the prioritisation, escalation and resolution of logged tickets.
Person Specification
Education / Qualifications
Essential
- Educated to degree level or equivalent IT experience
Desirable
- CompTIA A+ Certification
- Mac Certification
- ITIL Foundation Certificate in Service Management, v3/v4
- PRINCE2 Foundation
Experience
Essential
- Significant previous experience of providing second line IT support
- Knowledge and understanding of modern technologies, operating systems, system tools, device architecture and peripherals including but not limited to: o LAN/WAN technologies o Network services DNS, DHCP o Microsoft Office versions (2010, O365) o Microsoft Desktop OS - (Windows 7, 10) o Microsoft Server OS - 2012 onwards o Apple MAC OS and iOS versions o SCCM & Intune o Bitlocker, Trend, ATP, VPN, Citrix & VDI Active Directory including group policy
- Experience in IT Service Management, operating within Service Level Agreements and following working policies and protocols. Working knowledge of proprietary ticketing systems
Desirable
- Familiar with desktop lifecycle management from manufacture to secure destruction
- Experience of working in a healthcare environment
Skills Abilities / Knowledge
Essential
- A strong commitment to customer service delivery and excellent organisational skills
- Ability to evaluate and respond to rapidly changing operational situations, often under pressure and with changing and sometimes conflicting priorities
- Must be able to effectively prioritise own work and that of the team to ensure workforce output is at an optimum level
- Excellent communication skills especially when dealing with complex technical information and colleagues who have limited IT knowledge and understanding
- Ability to document technical procedures/standards
- Well-developed technical troubleshooting, problem solving and analytical skills
- Interest in technical and application research
- Ability to work independently in a busy environment, often with frequent interruptions
- Ability to liaise with all levels of any organisation and build effective working relationships
- Clear thinking and logical approach to technical problem solving
- Approachable, patient, caring, adaptable, flexible and able to cope with uncertainty
- Willing to engage with and learn from peers, other professionals and colleagues and demonstrates a desire to improve performance and make a difference by focusing on goals
- Professional, calm and efficient manner
- Displays great attention to detail and accuracy
- Highly motivated with the ability to influence and inspire others
- Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role
Person Specification
Education / Qualifications
Essential
- Educated to degree level or equivalent IT experience
Desirable
- CompTIA A+ Certification
- Mac Certification
- ITIL Foundation Certificate in Service Management, v3/v4
- PRINCE2 Foundation
Experience
Essential
- Significant previous experience of providing second line IT support
- Knowledge and understanding of modern technologies, operating systems, system tools, device architecture and peripherals including but not limited to: o LAN/WAN technologies o Network services DNS, DHCP o Microsoft Office versions (2010, O365) o Microsoft Desktop OS - (Windows 7, 10) o Microsoft Server OS - 2012 onwards o Apple MAC OS and iOS versions o SCCM & Intune o Bitlocker, Trend, ATP, VPN, Citrix & VDI Active Directory including group policy
- Experience in IT Service Management, operating within Service Level Agreements and following working policies and protocols. Working knowledge of proprietary ticketing systems
Desirable
- Familiar with desktop lifecycle management from manufacture to secure destruction
- Experience of working in a healthcare environment
Skills Abilities / Knowledge
Essential
- A strong commitment to customer service delivery and excellent organisational skills
- Ability to evaluate and respond to rapidly changing operational situations, often under pressure and with changing and sometimes conflicting priorities
- Must be able to effectively prioritise own work and that of the team to ensure workforce output is at an optimum level
- Excellent communication skills especially when dealing with complex technical information and colleagues who have limited IT knowledge and understanding
- Ability to document technical procedures/standards
- Well-developed technical troubleshooting, problem solving and analytical skills
- Interest in technical and application research
- Ability to work independently in a busy environment, often with frequent interruptions
- Ability to liaise with all levels of any organisation and build effective working relationships
- Clear thinking and logical approach to technical problem solving
- Approachable, patient, caring, adaptable, flexible and able to cope with uncertainty
- Willing to engage with and learn from peers, other professionals and colleagues and demonstrates a desire to improve performance and make a difference by focusing on goals
- Professional, calm and efficient manner
- Displays great attention to detail and accuracy
- Highly motivated with the ability to influence and inspire others
- Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role
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.
