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Technical Support Specialist

2 months ago

Bristol, Bristol, United Kingdom North Bristol NHS Trust Full time

Position Overview

North Bristol NHS Trust is recognized as a leading healthcare provider, and our ICT Teams are dedicated to supporting over 9000 users.

The successful candidate will join the IT Service Delivery team within the IM&T directorate.

This role involves delivering IT Technical and Engineering assistance to users and participating in various project-based initiatives, both on-site and remotely.

Responsibilities will encompass application, system, and hardware-related technical support, as well as serving as the technical lead on projects and installations that span all IT services within the Trust.

Key Responsibilities

The individual will be part of the IT Service Delivery team situated in the IM&T directorate, which is tasked with providing first and second-level technical support, engaging in project work, and ensuring service delivery both on-site and remotely. Responsibilities include:

  • Delivering first and second-level technical support, ensuring accurate logging, prioritization, and categorization of issues while taking ownership until resolution.
  • Troubleshooting and addressing complex technical challenges and service requests, identifying and implementing effective solutions.
  • Classifying and completing various work types (incidents, service requests, minor projects), maintaining precise records in accordance with departmental procedures and utilizing the appropriate tools.
  • Maintaining and updating departmental records and systems, including helpdesk and customer databases, IT asset inventories, and knowledge management.
  • Providing support through multiple delivery methods (phone, email, remote assistance, and mobile support) on a rotational basis, covering levels 1 and 2.
  • Offering guidance, information, and training to users, as well as mentoring and coaching colleagues as necessary.
  • Acting as the customer representative within the department, ensuring high standards of customer service.
  • Ensuring that all requests and incidents requiring escalation to other resolver teams are accompanied by adequate diagnostics and relevant information.
  • Maintaining strict confidentiality and security in accordance with Trust policies and procedures.
  • Participating in service assurance activities, including incident and problem management, and contributing to knowledge management initiatives.
  • Engaging in service transition duties to ensure operational readiness for new or modified services.
  • Participating in emergency on-call arrangements for out-of-hours support.
  • Managing stock and asset inventories in line with departmental operating procedures.
  • Contributing to policy and service development, implementing changes that impact various areas.
  • Preparing and regularly testing Service Delivery continuity plans in coordination with overall IT continuity and disaster recovery strategies.

Qualifications and Experience

Essential:

  • Relevant IT qualification.
  • A minimum of 2 years of experience in a related IT role.

Desirable:

  • ITIL certification.
  • Experience within the NHS.

Skills

Essential:

  • Proficiency in O365.