IT Service Technician

St Gemma’s Hospice is the largest hospice charity in Yorkshire, supporting thousands of patients and families each year. We are a local, independent charity with almost 50 years of expertise in providing specialist end-of-life care to the people of Leeds.

The Hospice provides In-Patient care but is not just a building; most of St Gemma’s patients are supported in the place they want to stay – often their own homes. Our exceptional team, united by our mission to deliver high-quality care with compassion and dignity, consists of over 300 staff, alongside 800 volunteers who generously and passionately donate their time.

Our Academic Unit in Palliative Care is at the forefront of clinical research and training, in collaboration with The University of Leeds. We were the first University Teaching Hospice in the world and have been able to supports research, education and training, and evidence-based practice on a local, national and international scale.

Our IT Team is a vital part of St Gemma’s, ensuring our digital systems facilitate the delivery and availability of modern IT solutions that enable high quality patient care and effective organisational operations across multiple locations.

Key duties:

• The role combines hands‑on technical troubleshooting with excellent customer service for staff across the Hospice and retail sites, contributing directly to safe patient care and income generation through reliable IT services.
• Deliver 1st and 2nd line support for hardware, software, network and clinical systems issues, providing technical advice to users while working closely with colleagues to maintain agreed service levels.
• You will implement and support the delivery of IT projects as agreed and required by the business.
• The role will also have responsibility for line management of analysts in the team and ensure effective use of our digital workplace and collaboration tooling.

What are we looking for in a candidate:

• Experience in 1st and 2nd‑line IT support for hardware, software, network, and systems issues in a complex environment.
• Relevant technical qualifications OR evidence of working toward them (e.g., Degree in IT, Level 3/4 apprenticeship, BTEC) Microsoft, networking, cybersecurity).
• Knowledge of ITIL processes, ideally ITIL Foundation
• Microsoft 365, Azure, Fortinet, or equivalent vendor certification are also desirable.
• Strong understanding of Windows OS, Microsoft 365, Microsoft Endpoint and server administration, and networking.
• Excellent communication and customer service skills, with the ability to communicate technical issues clearly to non‑technical users.
• Experience with workflow automation tools such as Power Automate is advantageous.
• Experience in a healthcare or public‑sector environment, or familiarity with clinical systems is advantageous

How to apply?

Applications must be submitted online via the St Gemma’s careers website prior to the closing date.

Please ensure you download the Role Profile and Employee Specification documents at the bottom of the vacancy page as you may find them useful when completing the application questions.

What are the benefits of working at St Gemma’s?

At St Gemma’s, our people are at the heart of our organisation, so we place great importance on maintaining a workplace culture and environment where everyone can thrive and feel satisfied that they are making a meaningful difference in the work they do. Our culture is centred around our values:

• Caring

We are passionate about the importance of the work we do, and we care for one another. Kindness, empathy, compassion and respect are all shared behaviours amongst our people, and this creates a genuinely supportive and welcoming environment.

• Aspirational

We are continually learning and developing, striving for excellence in everything we do. We encourage new and innovative ideas, and this has led to us pioneering the way forward on a number of high-impact initiatives across all areas of our organisation.

• Professional

We deliver high standards through team-work, a skilled workforce and good governance

We offer a competitive range of benefits with an emphasis on inclusion and staff well-being in a caring and friendly environment:

• Generous annual holiday entitlement starting at 28 days plus statutory Bank holidays (FTE). Your entitlement will incrementally increase over time, up to 34 days after 10 years’ service. You will also have the option to buy up to 5 days’ holiday each year, subject to terms.
• Free parking at the Hospice site, subject to availability.
• Subsidised food at the Hospice’s Bistro and free drinks for all staff.
• Enrolment onto St Gemma’s Group Personal Pension Plan, which provides a 5% company pension contribution assuming employees contribute 3%. If you are currently a member of the NHS Pension Scheme and have contributed to the scheme within the last twelve months you are eligible to continue contributing to this scheme instead of St Gemma’s Group Plan.
• Enhanced occupational pay for Family Leave, e.g. maternity and paternity pay.
• Health Assured employee assistance programme providing a wide range of wellbeing services for you and your immediate family.
• Learning and professional development. For our clinical teams, this is provided by our world-class Academic Unit of Palliative Care (AUPC).
• Various employee network groups that you can get involved with, e.g. our LGBTQ+ group, and our sustainability group for example.
• Regular social events, enabling people to gather together as a team, build relationships and recognise achievements.

Please carefully review the Role Profile and Employee Specification documents prior to completing the application form.

We encourage early applications and reserve the right to invite candidates to interview prior to the closing date and/or close this vacancy prior to the closing date if a sufficient number of applications are received.

If you are viewing this vacancy from NHS Jobs, Indeed or another 3rd party platform? Please see our website www.st-gemma.co.uk/about-us/join-our-team for further information and to apply. Applications must be submitted online via the St Gemma’s careers website prior to the closing date.