Unified Desktop Support Technician

Mid and South Essex NHS Foundation Trust

The Unified Desktop Support technician will work within a team of 9-12 located across all hospital sites at MSE with the main objective of replacing all End User equipment identified for replacement in a given financial year.

The End User estate is made up of tens of thousands of different asset types including but not limited to iPods, iPads, Desktop PCs, Laptops, Monitors, TVs, AV Equipment, Unified Comms handsets and peripherals.

Unified Desktop/Windows 11 Support Technicians are responsible for the provision of expert advice across a range of information technology areas such as application, training, and hardware support.

The role requires a good understanding and application of customer service throughout the lifecycle of requests.

Support Technicians will be expected to support Engineers in all work relating to Windows operating system readiness and upgrades from reporting to implementation. This will involve installing hardware and testing systems. Developing user and support documentation relating to the equipment refresh where End User guides do not exist. Subsequently there is a requirement for communication and documentation skills, the individual will be expected to process confidential data, use remote support applications and work within Trust Information security policies.

Main duties of the job

Proving MSE Site-Wide support at a 1st line level for all Trust supported systems and equipment, including logging the issue, fault finding and implementing a resolution where possible liaising with Unified Desktop Engineers when required.

Logging requests or assisting users to log their own requests ensuring that the minimum data set required for any given request is met.

Managing End User expectations through a structured SLA and Priority system while providing meaningful updates and information throughout the lifecycle of the request. The Support Technician will be expected to convey complex technical information to members of staff in a non-technical fashion.

Responsible for the building of new devices. Basic Troubleshooting.

Disposing of equipment following the correct disposal process.

Ensuring any deliveries received on site are accurate and stored securely. Any relevant tasks as directed by the UD/Refresh Team Leaders.

Producing customer user guides to assist customers throughout their journey.

Develop excellent IT skills to provide customer support and support customers with their new device.

Participate in the rotational rota, covering the hours of 8.00 a.m. - 5.00 p.m. 5 days per week as outlined by the Service Manager.

Advocate positive change to End Users such as the use of a self-service portal, web chat, FAQs, and other collaboration platforms.

About us

We work together, and in conjunction with MSE Health and Care Partnership, to deliver excellent local and specialist services, to improve the health and wellbeing of our patients in a compassionate way, and provide a respectful, but vibrant place for staff to develop, innovate and build careers. From facilities through to consultant specialists we want to be the best; to achieve this we need to recruit not just those who are the finest in their field but also those who have the potential to be. Yes, experience is important but so is outlook - if you are dynamic, forward-thinking and enthusiastic we want you to join us. We not only offer you a good working environment with flexible working opportunities, but also the opportunity to develop your career with access to appropriate training for your job and the support to succeed and progress.

Job responsibilities

Please refer to the attached job description for more details on this varied and rewarding role.

We look forward to your application!

Person Specification

Interest in IT

• Achieved minimum grade of IT of C

Must be able to attend all MSE sites

• Either Driving Licence or access to Public Transport

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.