Northumbria Healthcare is making a significant investment in new technology to transform how we deliver care. The multi-million pound programme is both challenging in the expectation of delivery as well as ensuring that our services are both robust and resilient at all times.
An opportunity has arisen for a Desktop Technician to join the Digital Services Team at Northumbria Healthcare NHS Foundation Trust.
Working as part of the Service Support Team, you will be responsible for resolving incidents recorded by the Service Desk. The post will be based at the Manufacturing and Innovation Hub premises in Seaton Delaval, providing on-site support for IT hardware and systems. As well as support services to other Trust sites such as North Tyneside General Hospital, Hexham General Hospital and the Northumbria Specialist Emergency Care Hospital in Cramlington.
Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.
The Desktop Technician role is installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required.
Demonstrable support skills for Windows operating systems, desktop hardware, and Microsoft Office suites are essential, alongside excellent customer service skills. Regular liaison with other service delivery teams and third party suppliers is key to the role, and therefore excellent communication skills are required.
You will have recent and comprehensive experience in installing and supporting the use of PCs, software, and other desktop equipment in a corporate environment. You will be providing a customer focused support service to end users, including problem solving and resolution. The successful candidate will be able to manage their workload to achieve response and resolution of all incidents within the Service Level Agreement.

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality opening a state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read applicant guidance notes before submitting your application.

• To provide timely and effective support for all PC equipment and software throughout Client organisations.
• To provide on-going IT Support throughout the Trust at the desktop or using remote control tools.
• To successfully register, install, and configure new IT desktop equipment in a timely manner, in line with Trust standards and within the agreed terms of the Service Level Agreement.
• To participate in project work as and when requested.
• To escalate incidents that cannot be resolved to the Senior Desktop Analyst.
• To participate in the on-call rota.
• To liaise with third-party suppliers, where appropriate, to highlight technical issues and product performance improvements.
• To be flexible in managing incident response and resolution process within governing policies.
• To troubleshoot and resolve Service Desk incidents in a timely manner and in line with service standards and within the agreed terms of the Service Level Agreement.
• To maintain accurate records of installation and disposal to industry standards as required.
• To analyse situations and information to identify and resolve a range of incidents e.g. Computer system errors, User’s computer issues, application errors and network faults.
• To take responsibility for all assigned incidents and work co-operatively with Team
• To baseline and document standard configurations for all user functions.
• To administer desktop estate using tools for asset management, power management endpoint security, and software deployment.
• To maintain software library
• Secure storage of End user devices
• Provide non-standard desktop equipment appropriate for the end users’ requirements
• To document, develop, and maintain image and build library for desktop and laptop computers
• To ensure new equipment is installed and configured in a timely manner and in line with agreed service standards and service levels 2.
• Management and administration of Inventory, License Management, and Software Metering Tools
• To work within the service Security Policy at all times and ensure all systems supported comply with this.
• To provide timely proactive and reactive support for all users of PC-based systems and ensure that these users are able to use the software and hardware to its full effectiveness.
• Supervise and mentor junior members of staff in line with the core values of the service
• To undergo staff training and development as required and attend all team and service meetings.
• Assist in research projects as required

Please refer the Job description for details