Job Description

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.