The role is a highly customer focused technical role, providing 1 st line desktop support and 2 nd line fix to machines such as PCs, laptops and networked devices like label printers.
The jobholder will support over 14,000 clinical and non-clinical staff across the Trust, providing telephone, email, face-to-face and remote desktop support.
The role may also include travel to other sites across Southeast London and Kent as necessary to support, instruct and train Trust ICT users.
The postholder will be responsible for ensuring the provision and receipt of complex and sensitive information on ICT matters. Logging and managing ICT Service Desk calls, and ensuring information is processed in accordance with Trust policies, procedures and SLAs. It's an on site role.
Candidate will be responsible for diagnosing and resolving issues arising across the Trust for all ICT equipment, answering calls on the ICT Service Desk and logging them, resolving issues at first contact or escalate to appropriate teams
Provide and receive simple to complex information, perform fault diagnoses, rectification, upgrade, installation and configuration of PC hardware or software, laptops and some printer problems for Trust users.
The successful candidate will:
- Ensure specialist or complex ICT information or support requests are analysed, investigated and processed in accordance with policies and procedures
- Ensure incidents and problems are recorded within the Halo Service Desk software ensuring customer satisfaction through listening and feedback
- Maintain the appropriate technical knowledge level to ensure they can provide the best service to users
- Maintain user ICT accounts and system rights for networked and clinical systems in accordance with the weekly rota
- Support the maintenance of computer hardware e.g. desktops & printers
- Reset passwords and transfer/accept accounts for users of NHS.net e-mail
- Input and manipulate data and information within the Halo Service Desk database, Active Directory and other systems as required
- Follow the direction, advice and leadership of their end user support team leader
The Trust provides a full range of local and specialist services across its five sites. Transforming Healthcare is the vision at the heart of the King’s Strategy – 2026 to 2031. Together, we are pursuing six strategic ambitions: delivering high-quality patient care; being a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability. Achieving these ambitions will require all of us to work as one Team King’s, united by a shared commitment to our values of being caring, collaborative, inclusive and innovative. By living these values every day, we will transform healthcare for our patients, our communities and each other
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.
The successful candidate will be educated to HND level and be able to demonstrate a good track record of ICT hardware & software support in a Microsoft Networking environment.
The following criteria is essential:
- Operating Systems - Windows 11 setup and builds.
- Experience of Active Directory and Microsoft Endpoint Configuration Manager
- Microsoft Office including MS Outlook 2016 and 365
- Excellent ICT diagnostics & PC troubleshooting skills
- ITIL Certification/ Experience of ITIL Components and processes
- Microsoft Certified Qualification
- Team working in a demanding environment
- Experience of working in an ICT environment preferably within the NHS or a similarly complex organisation
- Experience of working on complex IT projects and management thereof.
The following criteria is desirable:
- At least one MCP qualification
- Experience & knowledge of working in an NHS environment
- MS Windows Server experience
- Networking exposure
- Mobile technology (smart phones and tablet devices)
The ideal candidate will be able to work effectively on their own, under pressure of deadlines & be able to prioritise your own workload as well as working within a team taking instruction, and be able to interact with a wide range of people including non-technical users, managers, suppliers, contractors, facilities management & medical staff.
It is essential that in addition to great technical skills the successful candidate will have excellent communication & interpersonal skills with the ability to express themselves effectively both verbally & in writing.
Please refer to the Job Description for the full requirements for this role.
