Customer Support Technician | Epsom and St Helier University Hospitals NHS Trust
| Posting date: | 10 April 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £31,081 - £33,665 pa incl HCAS Outer pro rata |
| Hours: | Full time |
| Closing date: | 10 May 2025 |
| Location: | Carshalton, SM5 1AA |
| Company: | Epsom and St Helier University Hospitals NHS Trust |
| Job type: | Permanent |
| Job reference: | 7100042/343-7100042-FM-HM |
Summary
FULL-TIME 37.5 HOURS PER WEEK BASED AT ST HELIER HOSPITAL WITH FREQUENT TRAVEL TO OTHER SITES
Working in the busy Information Services department cross-site between St Helier, Sutton & Epsom Hospitals.
The post holder will be expected to provide a high-quality and professional 1st line remote support service to all computer users within the Trust. This will include call logging, reactive support calls, new starter creation, planned maintenance, and new installations.
Customer Support Technician (Band 4)
• Providing a quality interface between the various ICT Teams and the department’s customers Trust-wide. This may be in person, via the phone or in writing
• Providing a comprehensive 1st line Support Service by investigating and resolving fault calls for both hardware and software incidents within the Trust.
• Ensuring all new software and hardware is fully researched, adapted and tested before undertaking any work outside of the approved, supported kit list.
• Logging, updating and closing calls in a professional manner ensuring that call detail is accurate and extensive enough to be used effectively by anyone in IS for purposes ranging from support provision through to call review and statistical analysis.
• Ensuring all calls, queries and service comments (complaints & commendations) are actioned, classified and processed in accordance with IS Department and Trust standing procedures.
• Ensure that all technical works are undertaken following IS policies and procedures. The post holder will be expected to provide input into the formulation and ongoing development of IS procedures and policies.
• Ensure the workload is properly investigated, planned and executed
• Ensure that role and its outputs are performed within the spirit of Teamwork and accountability for one’s own actions.
Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.
We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.
The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.
Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.
This advert closes on Wednesday 16 Apr 2025