IT Service Desk Technician

at  Mid Cheshire Hospitals NHS Foundation Trust

Due to the promotion of the current post holder to IT Engineer, the IT Department at Mid Cheshire Hospitals is looking to recruit a 2nd line support technician, who will be able to make a significant contribution within a demanding support environment.
We are looking for a flexible individual and someone who is passionate about IT, and providing excellent levels of service to Trust staff.
This is a great opportunity to work within a fast paced and exciting environment that is continually changing on a monthly basis offering constant challenges and personal development.
The post holder will have the following attributes;-
Excellent problem-solving & communication skills.
A professional attitude when interacting with staff, customers, and suppliers, face-to-face and over the telephone.
Exceptional organisational and time management skills, and able to prioritise your own workload.
The ability and willingness to work occasional evenings and weekends as and when required.
The ability to work individually but also to share knowledge with other members of the team and escalate issues within appropriate timeframes.
The provision of first and second line support functions in all aspects of IT within the Trust. Specifically, for the Local Area Network (LAN) and Wide Area Network (WAN) including the Service Management of all desktop, laptop and mobile devices over a multiple sites. Typically, this is achieved via the Service Desk function within the Trust, which adheres to pre-defined SLA’s and also Governmental recognized National Standards (ITIL).
You will have good experience of supporting both software and hardware, with good knowledge of Windows Server 2016/2019, Windows 10/11 desktops, Active Directory, networking and PC, Laptop and peripheral support.
A flexible approach to the work ethos will help considerably, including flexibility to working times based on service needs.
A logical and objective approach in dealing with problems will be essential.
Whilst this post participates in the 24-hour shift pattern, the successful candidate will not be expected to participate in this rota for the first 2 months of service.
The standard technician shift times are 8am – 4pm, 9am – 5pm, 2pm-10pm, 10pm – 6am, 6am-2pm, 7 days per week.
As this post will be cover the 24 hours support rota, the post holder will also receive additional enhanced pay rates in line with agenda for change terms and conditions.
The successful candidate will have the ability to travel to all sites that we cover.
Mid Cheshire Hospitals NHS Foundation Trust (MCHFT) provides good quality, safe and effective healthcare to the people of Cheshire and beyond.
The Trust, which manages Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford, was established as an NHS Trust in April 1991 and became a Foundation Trust in April 2008.
We employ almost 5,000 members of staff, provide around 540 hospital beds, with a range of services including accident and emergency, maternity, outpatients, therapies, and children’s health.
The Trust is also part of Central Cheshire Integrated Care Partnership (CCICP), a unique local health partnership that provides a range of community services for people across South Cheshire and Vale Royal.
During the Coronavirus pandemic, the Trust was recognised nationally for its Be Safe Be EquiPPEd campaign, which aimed to make the Trust as safe as possible for staff and patients, through supporting the correct use of PPE.
The results in the 2020 national NHS Staff Survey showed improvements in all elements of the safety culture theme, with 92% of respondents feeling their role made a difference to our patients. We were also recognised nationally for our workforce health and wellbeing initiatives.
At Mid Cheshire, we value our staff and appreciate that in order to give our patients the best quality, compassionate care, we also need to look after our colleagues.
This role is responsible for ensuring helpdesk tickets are resolved in a timely and efficient manner, either directly or by escalating to other members of the IT Department. You will be required to work with staff at all levels of the organisation.
Reporting to the IT Service Desk Operations Manager, this role will be responsible, but not limited to the following tasks:
Providing IT support and troubleshooting on site and at remote locations
Installation of new equipment and technologies
Providing a high level of customer service to a wide range of users, including those with minimal IT knowledge
Responsible for providing IT support and troubleshooting via telephone and remote support software
Liaison with 3rd party software vendors where required
Monitoring the helpdesk software for calls logged by staff at all sites, prioritising the calls and ensuring all calls are resolved in a timely and efficient manner.
Updating helpdesk calls with status updates and details of call resolutions.
Where appropriate escalating calls within the team
Communicating with end-users based at other sites via phone and email to diagnose and resolve faults.
Visit other sites to install new IT hardware and resolve faults when required.
Assisting with hardware and desktop/server software upgrades.
Creation and modification of user accounts.
Using network management software to monitor for hardware and network faults.
Installing, configuring and maintaining software and hardware components of computer and network systems
Diagnosing and troubleshooting software and hardware issues
Repairing and replacing damaged computer and network components
Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software
Supporting staff whenever they encounter issues with computers and network devices
Maintaining and updating technical documentation regularl

Please refer the Job description for details