Technical Support Coordinator

Delivering a comprehensive, reliable and customer-focused second-line technical support service for the Digital Services DepartmentDiagnosing, prioritising and resolving incidents and service requests, escalating complex issues to senior technical colleagues or suppliers when requiredTaking ownership of issues until they are resolved, mitigated or appropriately handed over to another support teamConfiguring, 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 wayMaintaining secure configurations and accurate asset records, including verifying the location, condition and status of equipmentInvestigating recurring problems and contributing to practical remedies and preventative improvementsCoaching colleagues and sharing knowledge, including creating and improving knowledge base and self-help materialSupporting service improvements and helping ensure that technical procedures remain accurate, effective and customer focusedComplying with information governance, data protection, security and other organisational requirements

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.

NTW Solutions Limited is proud to provide services to the NHS. We keep hospitals clean and patients fed and we keep buildings running and grounds tidy. Our digital teams support the vital systems the NHS relies on, our pharmacy team ensures patients get the medicine they need, and our workforce team recruits people onto the frontline. We transcribe thousands of important medical letters, provide a lease car service to keep people on the move, and ensure suppliers are paid on time.

We are dedicated to being a great inclusive place to work. We provide a wide range of benefits including a good rate of pay and pension and an extensive range of discounts. We care about health and wellbeing and offer a range of support for the people who work here.

We believe everyone has potential and welcome applications from people from a culturally diverse background, those who are LGBTQ+, people with disabilities, anyone who is unemployed or has been out of work for a period of time, or those who have served in our armed forces.

We were set up by Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust to provide support services. As a limited company we have built a commercial ethos onto our NHS values and now provide our services to other NHS organisations and beyond.

Education and Qualifications

Essential: - Good standard of education to NVQ Level 3, or an appropriate level of relevant experience

Desirable: - Computing or business orientated qualification; - ITIL Qualification or equivalent experience of delivering customer focussed digital services

Experience

Desirable: - Experience coaching colleagues or delivering training

Skills and Knowledge