Client Devices Technician

Job overview

We have an exciting opportunity within our Digital Services team for a Client Devices Technician to join our dedicated Client Devices function.

The Client Devices team plays a vital role in delivering high-quality IT operational support and customer-focused services across the Trust. As a key member of the team, you will be responsible for providing a professional, responsive, and customer-centric IT support service to all Trust staff.

Working closely with a broad range of clinical and non-clinical teams, you will deliver second-line technical support, troubleshoot complex issues, and help ensure that end user devices and IT services remain reliable, secure, and fit for purpose.

This is an excellent opportunity for an experienced IT professional who is passionate about customer service, problem-solving, and supporting technology that enables the delivery of high-quality patient care.

Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying to assess their eligibility for a Certificate of Sponsorship for this role.

Skilled Worker visa: going rates for eligible occupation codes - GOV.UK

Health and Care Worker visa: If you’ll need to meet different salary requirements - GOV.UK

Main duties of the job

• Provide second-line technical support and desktop services across all Trust sites and community locations where Sussex Community NHS Foundation Trust (SCFT) staff are based.
• Deliver a responsive, customer-focused support service, resolving issues relating to desktop devices, laptops, printers, mobile devices, peripherals, and associated software. Communicate technical information clearly and effectively to users with varying levels of IT knowledge.
• Manage and resolve support requests in accordance with agreed procedures, policies, and service level agreements (SLAs), ensuring accurate documentation and timely resolution.
• Respond to high-priority and escalated incidents, providing effective troubleshooting and keeping users informed of progress and outcomes.
• Install, configure, deploy, and support a range of IT equipment, including PCs, laptops, tablets, mobile devices, printers, scanners, and associated peripherals.
• Support the lifecycle management of ICT assets, including procurement, deployment, relocation, maintenance, reuse, and secure disposal, ensuring compliance with Trust policies and procedures.
• Provide advice and technical guidance to colleagues, managers, and end users on the effective use and management of IT hardware and software.
• Contribute to the delivery of IT and digital projects by assisting with hardware and software deployments, device configuration, testing, asset data collection, equipment evaluations, and implementation activities.

Detailed job description and main responsibilities

Please note: This role is primarily based at Durrington Health Centre. However, regular travel to sites across the Trust is required. Therefore, a full UK driving licence and access to a vehicle are essential requirements for this position.

Main responsibilities

• Provide high-quality second-line technical support for desktop devices, laptops, printers, mobile devices, and associated IT equipment and software across the Trust, ensuring services are delivered effectively and in line with agreed standards.
• Adhere to IT Service Management (ITSM) and ITIL best practices, ensuring all incidents, requests, problems, and changes are managed in accordance with Trust policies, procedures, and service level agreements.
• Deliver an excellent customer experience by providing professional, responsive, and user-focused support, building and maintaining positive relationships with staff at all levels of the organisation.
• If required, participate in the departmental on-call rota and provide out-of-hours support to maintain critical service availability.
• Contribute positively to team objectives, demonstrating a collaborative approach and maintaining high standards of performance, professionalism, and customer service.
• Maintain accurate and up-to-date records within service management and asset management systems, ensuring support activities and resolutions are appropriately documented.
• Contribute to the development and maintenance of technical knowledge bases, support documentation, standard operating procedures, and Frequently Asked Questions (FAQs) to promote knowledge sharing and service improvement.
• Ensure all duties are undertaken in accordance with Trust health and safety policies and procedures, taking reasonable care for personal safety and that of colleagues, patients, and visitors.
• Identify, assess, and escalate risks relating to desktop infrastructure, devices, and endpoint services, ensuring potential service impacts are managed appropriately in line with IM&T governance processes.
• Support continual service improvement by identifying opportunities to enhance support processes, increase efficiency, and improve user satisfaction.
• Maintain and develop technical knowledge through continuous professional development, keeping abreast of emerging technologies, industry best practice, and developments within the NHS digital environment.
• Share knowledge, skills, and experience with colleagues, contributing to the development of the wider Digital Services team and promoting a culture of learning and collaboration.

Communication and working relationships

• Support relationships with other teams within the Digital department, and peer organisations within the local health community, to ensure a consistent and coordinated service for the Trust and its business partners
• Form an effective working relationship with IT Service Desk staff and communicate with them as appropriate to ensure that 1st and 2nd line support work well together.
• Support relationships with suppliers
• Delivering a high degree of customer service for all relevant support queries and developing excellent customer relationships.
• Communicating technical issues to non-technical staff and owning the problem through to satisfactory resolution for the user.
• Provide desktop support for projects ensuring effective communication with Project staff and end users on status of project work.