Job overview

As a Technical Support Coordinator, you will provide reliable and customer-focused technical support. You will help staff use the digital systems and equipment they rely on to deliver services by responding to incidents and requests, identifying faults and finding practical solutions. You will take ownership of issues from the first investigation through to resolution, keeping users informed and escalating more complex problems to senior colleagues, other support teams or suppliers when needed.

You will also investigate recurring problems, contribute to service improvements and help keep technical guidance, knowledge articles and self-help information accurate and useful. By sharing your knowledge and coaching colleagues, you will help the team provide a consistent and effective service.

This is an interesting and varied role where no two days are quite the same. You could be solving a technical problem remotely, setting up equipment at an NHS site or helping someone get back to work quickly when a system stops working. By keeping essential technology running and giving people the support they need, you will play your part in supporting better care in the NHS.

Main duties of the job

Delivering a comprehensive, reliable and customer-focused second-line technical support service for the Digital Services Department

Diagnosing, prioritising and resolving incidents and service requests, escalating complex issues to senior technical colleagues or suppliers when required

Taking ownership of issues until they are resolved, mitigated or appropriately handed over to another support team

Configuring, 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 way

Maintaining secure configurations and accurate asset records, including verifying the location, condition and status of equipment

Investigating recurring problems and contributing to practical remedies and preventative improvements

Coaching colleagues and sharing knowledge, including creating and improving knowledge base and self-help material

Supporting service improvements and helping ensure that technical procedures remain accurate, effective and customer focused

Complying with information governance, data protection, security and other organisational requirements

Working for our organisation

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.