ICT Desktop Support Technician | Mental Health NHS Foundation Trust

Overview

Are you passionate about IT and skilled in customer service? If so, we have an exciting opportunity for a Desktop Technician to join our dynamic IT team at the Prestwich site of Greater Manchester Mental Health NHS Foundation Trust. As a Desktop Technician, you’ll play a key role in supporting staff across the Trust by providing technical assistance, troubleshooting hardware and software issues, and ensuring devices are functioning optimally.

You’ll be part of a fast-paced environment where your ability to stay calm under pressure and deliver excellent customer service will be essential—especially when supporting staff in high-pressure clinical settings. While full training will be provided, we’re looking for someone who:

• Has a solid understanding of fundamental IT principles.
• Can manage their own workload with attention to detail and accuracy.
• Communicates clearly and professionally with users of all technical levels.
• Is keen, flexible, and self-motivated.
• Can quickly integrate into a well-established and supportive team.

If you’re ready to take the next step in your IT career and make a real difference in a healthcare setting, we’d love to hear from you.

• First point of contact for any faults that are logged on the IT Helpdesk Portal with the aim to resolve them first time.
• Troubleshooting logged requests and applying fixes where possible or escalating the request to the relevant team where necessary.
• Working through a variety of hardware and software faults as well as software installations.
• Providing support for issues with multi factor authentication.
• Liaising with other teams within IM&T to find resolutions for issues.
• Assisting other ICT teams when needed.

Greater Manchester Mental Health (GMMH) Foundation Trust employs over 7000 members of staff, who deliver services from more than 122 locations. We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.

Greater Manchester is one of the world’s most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options. Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity. Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.

• To identify and analyse a range of IT problems and take the most appropriate method of resolution liaising with the ICT Desktop Support Team Lead and ICT Service Desk Manager as necessary.
• To follow department procedures for routine IT problems, use own initiative for complex IT problems and know when to refer for highly complex/sensitive IT problems.
• To provide telephone, and on-site support service to staff within the Trust.
• To provide a point of technical escalation and technical support to the ICT Service Desk.
• To proactively assist departments in the development of their IT use in line with clinical requirements. Good customer facing skills are essential.
• To provide high quality technical support as required, to all users connected to the customer’s IT environment using diagnostic tools and fault-finding techniques to identify root causes.
• To fix diagnose faults where feasible or to recommend appropriate solutions acknowledging and describing the implications for the end customer and for the internal IT teams.
• To assist with documenting all operational processes and procedures for designated services.
• To support in VoIP (IP telephony).
• To perform set-up and configuration and maintenance tasks on end user devices in accordance with the overarching IT service delivery plan.
• To contribute to management reports and undertake service level targeting and reporting as and when…