The post holder will be a member of a small team providing sensitive and responsive customer support, fault resolution, and advisory services. The role supports the maximum availability, performance, and effective utilisation of information systems across directorates, customers, and clients.
The post holder will be expected to apply a systematic, disciplined, and analytical approach to problem-solving, ensuring that agreed procedures, standards, and service levels are consistently met.
The role requires flexibility, including working outside of core hours where necessary to support service delivery.
As part of the role, the post holder will:
Support the Digital Service Desk via telephone during periods of high demand
Provide telephone support during Priority 1 and Priority 2 incidents
Participate in an on-call rota to support essential UHNM services that rely on desktop devices
Provide desktop and ICT support to users by receiving, analysing, prioritising, and resolving hardware, software, application, and user-related issues.
Communicate effectively with users to clarify issues and provide clear, non-technical explanations and guidance.
Escalate and distribute complex issues to appropriate team members based on specialist knowledge.
Install, configure, test, maintain, and remove hardware and software in line with agreed procedures.
Maintain accurate Trust asset registers, ensuring IT equipment and software are tracked, secure, and compliant with procedures.
Take responsibility for the security, maintenance, and appropriate use of physical IT resources.
Provide IT training and user support, both within the team and across the wider Trust and local community.
Share knowledge within the team and contribute to continuous service improvement and best practice.
Participate in audits of hardware and software and document testing results in accordance with agreed procedures.
Support the Digital Service Desk during peak demand periods, including P1 and P2 incidents.
Participate in on-call and out-of-hours support, including weekend working when required.
Work independently and as part of a team, managing competing priorities and working within defined deadlines.
Travel between Trust sites and drive Trust vehicles as required.
Handle physical aspects of the role, including moving, configuring, and connecting IT equipment.
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Detailed job description and main responsibilities
Role Purpose
To provide effective desktop and ICT support across the Trust, ensuring hardware, software, and applications are maintained, incidents are resolved within agreed service levels, and users receive a high-quality support service.
Key Responsibilities
Professional Development & Appraisal
Participate in the Trust appraisal process annually, with the first appraisal completed within six months of appointment.
Maintain up-to-date specialist knowledge of supported hardware, software, and applications.
Ensure knowledge and expertise are supported by appropriate qualifications (degree, diploma, ECDL, or equivalent).
Incident & Service Management
Analyse, diagnose, and resolve a wide range of hardware, software, application, and user-related issues.
Use the Trust incident management system (HEAT) to log, manage, and resolve operational issues.
Allocate and prioritise incidents within the team to meet agreed service levels.
Provide accurate reporting to the Desktop Manager on calls opened and closed to support service improvement.
Support the Digital Service Desk during periods of high demand, including P1 and P2 incidents.
Communication & User Support
Receive and interpret complex information from users and distribute it to the appropriate team member based on technical expertise.
Communicate effectively with users to clarify issues and ensure they are logged and resolved correctly.
Interpret technical documentation for non-technical users and provide routine training on systems and services.
Teamwork & Knowledge Sharing
Work collaboratively as part of the Desktop Support team, promoting knowledge sharing and best practice.
Provide training within own area of expertise to colleagues and users.
Participate in the development, implementation, and monitoring of Desktop Support procedures.
Asset & Resource Management
Take responsibility for Trust IT equipment, software installations, and ongoing maintenance.
Ensure the Trust Asset Register is kept accurate and up to date in line with Standard Operating Procedures.
Promote the correct use, care, and security of physical IT resources across the Trust.
Participate in audits of hardware and software assets.
Installation, Testing & Change
Install, configure, test, and remove hardware and software in line with agreed procedures.
Conduct testing using approved diagnostic tools and document results according to procedures.
Assist in the implementation of policy changes, legislative updates, and new reporting processes.
Promote and train users on system changes and best practice.
Workload & Planning
Organise daily workloads efficiently to maximise time and minimise vehicle usage.
Plan site visits logically in collaboration with colleagues, using mobile equipment for remote working.
Manage competing priorities, frequent interruptions, and high workloads while meeting deadlines.
Physical & Environmental Requirements
Carry, move, and install IT equipment such as laptops, desktops, and projectors.
Connect equipment to power and network points.
Work for extended periods using computer screens, including field-based conditions.
Travel & On-Call
Travel between Trust hospital sites as required.
Drive Trust vehicles where necessary.
Participate in on-call rotas and provide out-of-hours or weekend support when service needs require.
