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Job overview

This key position will provide support to the ICT Service Support team. Managing 2^nd line incidents, services requests and project/deployment work.

We are looking for a committed and professional candidate with a proven track record of high levels of performance and customer care in desktop support.

The successful candidate will have good understandings and experience of Service Desk protocols, desktop support, hardware rollout projects and be able to work towards performance targets and be able to accept action and resolve high profile escalations from all areas of the ICT estate.

We are looking for an enthusiastic and highly motivated individual to join our team so if you think that you have the requisite skills and experience to meet this challenge, then we would like to hear from you.

Main duties of the job

To provide effective and customer focused technical, fault resolution to staff based at the PCT, within the RWH community, General practitioners and the acute trust (Newcross Hospital).

The Support Technician is the ‘visible face’ of the IT department, with a day to day responsibility to provide first class support to users of information technology.

To have ownership of calls through to resolution ensuring departmental targets are met.

The post holder will be expected to be able to spend time, compiling solutions to difficult problems to ensure that end users are happy, the jobs can be quite unpredictable, and the post holder must be able to quickly and 
seamlessly change focus on any given task, to ensure that the service provided by IT is always at the highest, and most suitable level.

To ensure that the systems that the clinical staff are reliant upon, for the provision of good patient care, are operational all of the time, and in the event of any failure are resumed to operation as quickly as possible. This
ensures that the care of the patients never suffers as a result of IT equipment or Systems failure.

The post holder will also be expected to manage their own workload, and take responsibility for the consequences for any action that may be taken.
The post holder will be required to conduct their duties in sometimes difficult environments, including mental health facilities with exposure to patients, and treatment rooms. 

Working for our organisation

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve.  We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We’re passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as “Good” by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.