IT Support

Job summary

The post holder will be part of a small IT Service Desk team and will provide first line IT and Clinical Application support to the trust. The role provides first line telephone-based IT support to end users who contact the IT Service Desk by telephone, the self-logging IT support portal and by email. To ensure all incidents and service requests are properly logged to the IT Service Desk management system. Ensuring all incidents and service requests are either resolved at the first point of contact or passed to the correct third line support team to be resolved within set service level agreements.

Main duties of the job

To be the first point of contact for all incidents and service requests, ensuring a customer focused service is provided professionally and courteously at all times. Use the Trust's chosen Service Desk management tool for the logging and fixing of incidents received. Ensure that all calls to the IT Service Desk are logged and caller provided with call reference number.Proactively participate in the day to day management and delivery of essential change to preserve the integrity of the IT infrastructure and its further development. Assists in the continuity of patient care by applying technical expertise to find and implement the right technical solutions to complex incidents and problems. To understand the Information Governance policy and associated risks posed to the Trust through patient confidentiality, virus attacks, spy ware, USB flash drives, unencrypted devices etc. To provide advice and guidance where appropriate and refer to the governance team if needed.

About us

MTW is a large acute hospital trust in the south-east of England.

We provide a full range of general hospital services and some aspects of specialist and complex care to around 600,000 people living in west Kent and East Sussex. We have a team of over 8,000 full and part-time staff. We also provide specialist cancer services to around 2 million people across Kent and East Sussex via the Kent Oncology Centre.

In the 2024 NHS staff survey, our employees ranked MTW among the top 10 NHS Trusts nationwide and the second-best Trust to work for in the South East.

Would you like to work flexibly? In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

Job description

Job responsibilities

Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.

At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.

We support our staff with disabilities to ensure they have the adjustments they need to be the best they can be in the workplace. Collaborating with Access to Work means that our staff are assessed by experts in the workplace and we ensure that their recommendations are implemented as quickly as possible. You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - (

Interview Date: To Be Confirmed

Person Specification

Qualifications

Essential

5 GCSE's or equivalent at Grade C or above including English, Maths and Science. BTEC, NVQ or related qualification in IT.

Desirable

CompTIA A+ Certification. ITIL Version 4 Foundation. Microsoft Certification

Experience & Knowledge

Essential

Previous IT service desk experience or customer service experience. Experience of working in a demanding customer focused environment. A good knowledge of Microsoft Windows 10 and above. A good knowledge of Microsoft Office applications. Including Word, Excel and Outlook. A good knowledge of Desktop hardware architecture. A good knowledge of printer configuration and architecture. Networking knowledge. Experience of following documented processes and procedures. Experience of trouble shooting IT faults.

Desirable

Previous NHS experience

Additional Requirements

Essential

Ability to work on own initiative and without direct supervision. Ability to work accurately under pressure An aptitude for continued learning and developing new skills. oAbility to work as part of a team as well as autonomously.

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