Senior IT Support Technician RESPONSIBLE TO: IT Operations Manager SALARY BAND: £30,066 - £32,195 (Trinity Band E) HOURS: 37.5 per week (Full Time) LENGTH OF TENURE: 12 month FTC LOCATION: Clapham (on-site with some remote work and travel to local sites) Royal Trinity Hospice is the local hospice for southwest and central London. We provide free specialist palliative and end of life care for people living in Wandsworth and parts of Lambeth, Merton, Westminster, Hammersmith & Fulham, Kensington & Chelsea and Richmond. The organisation has just embarked on a new five-year strategy and this exciting role will play a pivotal part in the overall delivery of the technology aspects. The successful appointee of this role will sit within a small but busy IT team and will be responsible for first class support of Royal Trinity Hospice’s customers and systems. Reporting to the IT Operations Manager, the Senior IT assistant will be responsible for providing 1st and 2nd line support services to the staff, volunteers and service users at the hospice, and will support the IT Operations Manager in their day-to-day activities, ensuring the IT service is delivered to the agreed standards, as well as providing mentorship and team-leadership to the IT Support Technicians within the team. Responsibilities of a Senior IT Support Technician Working independently and as part of the wider team, the successful candidate will be responsible for the fulfilment of service request and resolution of incident within agreed timeframes. Collaborate with colleagues across all levels within the team and the wider business, to support the success of the team and the ambitions of the organisation. Delivering a high quality of work, ensuring that attention to detail, professionalism and consistency is always upheld. Adherence to Royal Trinity Hospice’s policies, procedures and values. Supporting the IT Operations Manager in their day-to-day activities including backups, reporting, patching etc. Playing a key part in delivering aspects of ongoing and future IT projects. Supporting the business in the provision of documentation and knowledge sharing. Skills and experience required Excellent interpersonal skills, as the role necessitates advanced relationship building and communication skills to build rapport with internal and external stakeholders Experience in a similar role in an IT team following ITIL processes/practices. Working knowledge of Microsoft 365 and Windows 10 OS. Working knowledge of Microsoft Azure, AzureAD and Microsoft Endpoint Manager. Working knowledge of Windows Server OS, Exchange and Active Directory. A sound understanding of network and server infrastructure. Knowledge of IT security software solutions. Knowledge of various end user computing hardware e.g. Laptops, PC’s, Phones etc. Experience of Citrix XenDesktop and XenApp is desirable but not essential. Able to work to SLA’s and KPI’s. A strong ability to fault find customer issues remotely, in person or over the phone, ensuring that outcomes are documented within support tickets. You’ll be Proficient in verbal and written English. Able to communicate effectively at every level within the organisation. Able to work with complex information, for analysis and review by non-specialist colleagues across the organisation. A role model for continuous quality improvement, offering advice and support where necessary Able to motivate and support all staff to comply with national and local standards including GDPR and data protection regulations, providing guidance where necessary Able to work collaboratively with colleagues across multiple departments to establish and develop guides and processes for using IT Systems. Happy to attend and participate in all appropriate meetings and forums as agreed with your line manager Able to explain technical concepts in ‘layman’s terms’ without patronisation. Benefits We match Agenda for Change/NHS terms and conditions for maternity, paternity and long-term sickness pay Length of service for those joining directly from another CQC regulated organisation (NHS, social care, hospice) is recognised in annual leave, maternity, paternity and long-term sickness pay A pension scheme is offered with employer contributions of up to 7.5% or a continuation of your existing NHS pension A generous 27 days annual leave increasing to 29 after 5 years and 33 days after 10 years, plus bank holidays (any bank holidays worked will be given back in lieu) Cycle to work scheme and interest-free season ticket loans available Free eyesight test for DSE users and a contribution towards the cost of glasses 25% store discount in Trinity shops Life assurance cover Lots of opportunities to attend exciting and high-profile events e.g. a staff lottery to attend our regular biannual Gala dinner; participating in Royal visits, and the annual summer garden party Regular ballots for donated free tickets and prizes Access to courses of free counselling on the phone or face to face Download the full list of benefits of working for Royal Trinity Hospice Royal Trinity Hospice is committed to promoting equal opportunities in employment. Everyone at Trinity is treated fairly with dignity and respect irrespective of age, gender, gender identity, sexual orientation, marital status, civil partnership status, disability, nationality, race, religion or belief. We pride ourselves on being an inclusive organisation that encourages and supports fairness, respect, equality, diversity, inclusion and engagement (FREDIE) in all its forms. All successful applicants will be subject to DBS, Occupational Health and reference checks. How to Apply If you have the skills and experience we’re looking for, please complete the online application below. For an informal chat or visit please contact Jason Coleman, Head of Technology and Digital on 0207 787 1000. Closing date: Sunday 4 September 2022 Download the Recruitment Pack Apply Online Download the Job Description and Person Specification Download the full list of benefits of working for Royal Trinity Hospice All successful applicants will be subject to DBS, Occupational Health and Reference checks. Royal Trinity Hospice is committed to promoting equal opportunities in employment. At Royal Trinity Hospice we promote FREDIE (Fairness, Respect, Equality, Diversity, Inclusion and Engagement). We encourage and welcome applications from people of all backgrounds.