Technical Support Coordinator

Job overview

As a Technical Support Coordinator, you will provide reliable and customer-focused technical support. You will help staff use the digital systems and equipment they rely on to deliver services by responding to incidents and requests, identifying faults and finding practical solutions. You will take ownership of issues from the first investigation through to resolution, keeping users informed and escalating more complex problems to senior colleagues, other support teams or suppliers when needed. You will also investigate recurring problems, contribute to service improvements and help keep technical guidance, knowledge articles and self-help information accurate and useful. By sharing your knowledge and coaching colleagues, you will help the team provide a consistent and effective service. This is an interesting and varied role where no two days are quite the same. You could be solving a technical problem remotely, setting up equipment at an NHS site or helping someone get back to work quickly when a system stops working. By keeping essential technology running and giving people the support they need, you will play your part in supporting better care in the NHS.

Main duties of the job

Delivering a comprehensive, reliable and customer-focused second-line technical support service for the Digital Services Department Diagnosing, prioritising and resolving incidents and service requests, escalating complex issues to senior technical colleagues or suppliers when required Taking ownership of issues until they are resolved, mitigated or appropriately handed over to another support team Configuring, installing and supporting computers, printers, telephones and other digital equipment, both remotely and at the point of delivery

Providing clear advice and guidance to users, explaining actions and outcomes in a helpful and easy-to-understand way Maintaining secure configurations and accurate asset records, including verifying the location, condition and status of equipment Investigating recurring problems and contributing to practical remedies and preventative improvements Coaching colleagues and sharing knowledge, including creating and improving knowledge base and self-help material Supporting service improvements and helping ensure that technical procedures remain accurate, effective and customer focused Complying with information governance, data protection, security and other organisational requirements

Detailed job description and main responsibilities

This is a Technical role based at St.Nicholas Hospital which covers CNTW.

Pay: Band B (£15.13 per hour).

Please refer to the Job Description itself for a wider overview of the role.

Please note that all jobs will be appointed on the NTW Solutions Limited terms and conditions (not NHS/A4C terms).

If you currently work for NTW Solutions on AfC terms and conditions, you will be given the choice to retain these or move onto NTW Solutions terms and conditions. Please note that the above advertised salary will not apply if you choose to remain on AfC.

Anyone currently paying into the NHS Pension scheme will be able to retain this.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.