Hardware Support Officer

Northumbria Healthcare is making a significant investment in new technology to transform how we deliver care. The multi-million pound programme is both challenging in the expectation of delivery and in ensuring that our services are both robust and resilient at all times.

An opportunity has arisen for a Hardware Support Officer to join the Digital Services Team at Northumbria Healthcare NHS Foundation Trust.

Working as part of the Service Support Team, you will be responsible for supporting the Hardware team in resolving incidents and work orders recorded by the Service Desk. The post will be based at the Manufacturing and Innovation Hub premises in Seaton Delaval, providing on-site support for IT hardware and systems. As well as support services to other Trust sites such as North Tyneside General Hospital, Hexham General Hospital and the Northumbria Specialist Emergency Care Hospital in Cramlington.

The Hardware Support Officer is responsible for the planning and organisation of the installation, maintenance, and upgrading of all hardware equipment across Trust sites, ensuring optimal workstation performance. The postholder will also be required to install, update, and troubleshoot all Trust-approved software in a timely and accurate manner, providing end-user assistance as necessary.

Essential to the role are demonstrable support skills in Windows operating systems, desktop hardware, and Microsoft Office suites, alongside a strong commitment to delivering excellent customer service. The postholder will lead a small hardware team in the delivery and installation of equipment to key Trust hospitals and community sites within a corporate IT environment.

Regular liaison with internal service delivery teams and external third-party suppliers is a key component of the role, requiring strong communication and interpersonal skills.

The successful candidate will deliver a customer-focused support service to end users, effectively managing their workload to ensure all incidents are responded to and resolved within the agreed Service Level Agreements (SLAs).

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well, it isn't. This is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read 'applicant guidance notes' before submitting your application.

• Classify, investigate, diagnose and resolve support calls in a timely manner in line with trust standards and service levels
• To provide advice to Service Desk based on Trust standards and procedures
• To install, update and troubleshoot all of the Trust's software
• To provide support to other teams with project rollouts and maintenance
• To take on tickets that the Service Desk can't do but can be done remotely.
• To provide ongoing IT support throughout the Trust with remote control tools
• To assign incidents to the relevant teams and senior staff when they cannot be resolved
• To liaise with third-party suppliers and support, where appropriate, to highlight technical issues and product performance improvements
• To provide onsite support to VIPs and staff that come through Cobalt
• Maintain and support agile devices
• To work within the Trust IM&T security policy at all times
• To undergo staff training and development as required and attend all team and departmental meetings
• To pass on new first-time fixes to the Service Desk
• To participate in the on-call rota
• To demonstrate our core values and behaviours
• To take responsibility for all assigned incidents and work cooperatively with team leaders and Senior Analysts
• To manage and maintain an asset database and documentation as appropriate to the role
• To update systems as appropriate to track the lifetime of IT assets within the Trust
• To order, install, and configure new IT equipment
• To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and

collaboration within teams/departments and across organisational boundaries.

Do you have experience in Windows?