Client Devices Technician

• 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.

• 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.

• 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.

Essential

• Significant experience of working in a technical user support environment
• Significant experience of supporting PCs, Laptops, mobile devices, operating systems and applications
• 2nd Line Technical Support Experience
• Remote Support Experience
• Microsoft 365 / Active Directory Support and Administration

Desirable

• NHS Experience
• Customer service experience
• Experience of working within Service Level Agreements
• Experience of Troubleshooting Hardware, Software and network related technical issues
• Experience of working with an ITSM Tool

Essential

• Self-motivated, enthusiastic, organised with excellent attention to detail
• Good communication skills. Specifically able to communicate technical information in simple language to end users
• IT Diagnostics and Troubleshooting