Shift Hours: 37.5 – 0
IT Support Technician (Digital Transformation)
National Care Group (NCG) is a leading provider of care and support services to adults throughout England and Wales. We work closely with the people we support, their family members, local authorities and commissioners to provide high-quality, person-centred support across the following services: supported living, residential care, outreach & home support, day services and an education college.
National Care Group is seeking a skilled IT Support Technician to join our dynamic IT Team. As a technician, you will play a crucial role in providing technical support, troubleshooting complex issues, and ensuring the smooth operation of our IT systems. If you have a passion for solving technical problems, excellent communication skills, and a strong foundation in IT support, we would love to hear from you!
On offer is:
• 5 Days per week, Monday to Friday
• 33 days annual leave (inclusive of Bank Holidays)
• Daily lifestyle benefits
We are seeking an individual with the drive, ambition, and passion to spearhead our digital transformation into Digital Care Planning. As the designated point of contact, you will manage all aspects of the project, including integrations with existing systems and engaging with various stakeholders. This role presents an exhilarating opportunity to leverage your technical expertise while catering to our stakeholders’ unique requirements and preferences.
In this exciting new position, you will assume the role of product lead, taking charge of the early stages of implementation for this transformative initiative. Your responsibilities will encompass a wide range of activities.
You will be at the forefront of our organisation’s journey towards Digital Care Planning and as the driving force behind this project, you will play a pivotal role in envisioning the future state, setting strategic goals, and crafting the roadmap for successful implementation.
Effective communication and collaboration are crucial in this role. You will act as the primary liaison between various stakeholders, including internal teams, external partners, vendors, and clients. Your ability to understand their unique needs, address concerns, and align priorities will be instrumental in achieving project success.
Seamless integration with existing services is paramount to the success of our digital transformation. You will oversee the integration process, ensuring compatibility, efficiency, and minimal disruption to ongoing operations. This may involve coordinating with IT teams, system administrators, and external vendors to implement and test integrations.
As the product lead, you will assume ownership of the digital care planning products, overseeing their development, enhancement, and optimisation. You will collaborate closely with cross-functional teams, such as designers, developers, and UX specialists, to define product features, prioritise enhancements, and ensure alignment with the overall project objectives.
Digital Care Planning: Manage and support the implementation of Digital Care Planning software or similar systems used for care planning and documentation that are used across our services. Collaborate with internal teams and external providers to ensure smooth integration, troubleshoot issues, and provide technical support.
User Account Management: Administer user accounts, permissions, and access controls in various systems and applications. Ensure compliance with security policies and perform regular user access reviews.
System Administration: Administer and maintain the Digital Care Planning systems, including user management, configuration, and access controls. Ensure data integrity, security, and compliance with relevant healthcare regulations and organisational policies.
Provide Technical Support: Respond to and resolve escalated technical issues from end-users. Troubleshoot hardware, software, and network problems, and provide timely and effective resolutions.
Troubleshooting and Problem-Solving: Analyse complex technical issues, identify root causes, and implement appropriate solutions. Utilise diagnostic tools, system logs, and knowledge bases to resolve problems efficiently.
Incident Management: Take ownership of incidents and service requests, ensuring they are properly logged, categorised, and prioritised. Follow established processes for incident resolution and communicate updates to stakeholders.
Software and Application Support: Assist end-users with software installations, upgrades, and configurations. Troubleshoot issues with standard software applications and provide guidance on best practices for optimal usage.
Hardware Support: Diagnose and resolve hardware-related issues, including desktops, laptops, printers, and peripherals. Coordinate hardware repairs or replacements with vendors as necessary.
Documentation and Knowledge Sharing: Maintain accurate records of support activities, resolutions, and troubleshooting steps. Contribute to knowledge bases and create technical documentation to aid in issue resolution and improve support efficiency.
Continuous Improvement: Identify recurring issues and propose solutions to prevent future occurrences. Stay updated with industry trends, technologies, and best practices to enhance IT support services and contribute to process improvements.
Training and Support: Provide training and ongoing support to end-users on the effective use of the Digital Care Planning systems. Create user guides, documentation, and training materials to assist users in understanding and utilising the system’s features and functionalities.
Troubleshooting and Issue Resolution: Investigate and resolve technical issues related to the Digital Care Planning systems. Work closely with end-users, IT teams, and external vendors to troubleshoot and resolve issues promptly, ensuring minimal disruption to care processes.
Data Analysis and Reporting: Support our data analyst with data collected through the Digital Care Planning systems to identify trends, patterns, and opportunities for improvement in care planning and delivery. Generate reports and insights to support decision-making and quality improvement initiatives.
Collaboration with Care Teams: Collaborate with care teams to understand their needs and requirements for care planning. Work closely with them to customise the Digital Care Planning system to meet specific care goals and workflows.
Proven experience as an IT support technician or similar role.
Samsung Knox Management (Preferable)
Information Technology, or a related field (or equivalent work experience).
Travelling may is required for this role to support & collaborate with team members at various sites.
Strong knowledge of IT systems, hardware, software, and networking concepts.
Proficiency in troubleshooting and resolving complex technical issues.
Familiarity with ticketing systems and incident management processes.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Strong customer service orientation and a patient, empathetic approach to problem-solving.
Ability to work independently and prioritise tasks in a fast-paced environment.
If you’re ready to take your career to the next level and become a key player in our IT support team, please submit your C.V and a cover letter outlining your relevant experience and why you’re the ideal candidate for this position.