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LCW UCC

IM&T Service Desk Support Officer

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Job summary

An exciting opportunity has arisen for an IM&T Support Officer to join our IM&T Team at London Central & West Unscheduled Care Collaborative (LCW UCC). The IM&T Support Officer will be responsible for providing day-to-day support of the IM&T and telephony resources throughout the organisation.

Main duties of the job

We are looking for a passionate and pro-active IM&T Support Officer to provide unstinting support to our IM&T Team. You will be responsible for providing day-to-day support of the IM&T telephony resources that are used throughout the organisation. This role will involve the creation of IM&T support processes requiring an ability to link to NHS Informatics/Platform Developments as well as messaging formats and reporting processes.

Management of external support arrangements and contribution to direct support provision is key to the role, which will require a detailed understanding of the business of the organisational systems.

The working hours for the role of IM&T Support Officer will be set up in a shift pattern, you may be asked to work unsocial hours, weekends, and bank Holidays.

Travel to other sites may be required.

About us

LCW UCC is a consistently high performer in all aspects of service delivery as well as other patient safety initiatives and compliance with best practice and statutory regulation. We were the first London provider to go live with a 24/7 Integrated Urgent Care service.

At LCW we pride ourselves on our inclusive culture. We are committed to promoting a culture which embraces diversity and promotes equality. Applications are welcomed from all backgrounds and we strive to reflect the community we serve in our diverse workforce.

We offer a basic salary of £21,000 - £25,000 (Dependent on Experience) per annum, pro-rata, plus Enhancements for Weekends, Unsocial Hours and Bank Holidays worked.

LCW also offer the following benefits to our staff:

25 days annual leave in addition to 8 bank holidays,NHS pension scheme,Employee Assistance Programme,NHS discount scheme,Eye care vouchersand access to E-learning.

Details

Date posted

14 December 2023

Pay scheme

Other

Salary

£21,000 to £25,000 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0441-23-0094

Job locations

Exmoor Street

London

W10 6DZ


Exmoor Street

London

W10 6DZ


Job description

Job responsibilities

1. Assist with hardware and software support:

a. Provide day to day support for all software used within LCW, including Windows 10 Enterprise, Citrix , Windows Server 2012R2 and hosted clinical and telephony systems.

b. Provide day to day support for all hardware used within LCW, including workstations, monitors and peripherals, handsets, mobile telephones and laptops.

c. Escalate issues to the IM&T Service Desk Manager or external support agencies.

2. Assist with Information Governance and IM&T security:

a. Responsible for the granting of access to LCW computer systems and associated password.

b. Ensure that all members of staff sign for their access rights in compliance with the IM&T Security Policy.

c. Work with the IM&T Manager to help develop and maintain IM&T security and associated policies and procedures in line with best practice and current legislation.

d. Ensure that all LCW assets are encrypted and have the latest versions of anti-virus and spyware detection systems in place.

3. Responsible for the replacement of damaged/faulty IM&T equipment:

a. Managing the end to end process of repairing damaged or broken equipment.

b. Ensuring that LCW maintains an appropriate amount of spare components to support the continued standard of service delivery.

c. Undertake the replacement of certain IM&T related equipment either directly or under the supervision of systems suppliers.

4. Assist with the updating of the IM&T and communications asset register:

a. Maintain an electronic asset register and ensure that all LCW IM&T equipment is listed on such a register in conjunction with the IM&T Service Desk Manager.

b. Help maintain the IM&T and Telephony organisational risk register.

5. Responsible for updating IM&T support related incidents database:

a. Log all support and incidents within a helpdesk system, ensuring that all relevant details are entered.

b. Triage and escalate IM&T and hardware related problems to support partners.

c. Monitor and progress report on all outstanding IM&T related issues.

d. Provide written reports on system outages and mitigation actions that have been taken as a result.

6. Assist with the installation of new equipment and software

a. Perform user acceptance testing to ensure new systems and configurations are correct and fit for purpose.

b. Ensure user and technical testing is complete for all new equipment prior to operational deployment.

Other Duties:

- Act as a central contact with external system providers, arranging of downtime to ensure minimal impact on service delivery.

- Other duties as required.

Job description

Job responsibilities

1. Assist with hardware and software support:

a. Provide day to day support for all software used within LCW, including Windows 10 Enterprise, Citrix , Windows Server 2012R2 and hosted clinical and telephony systems.

b. Provide day to day support for all hardware used within LCW, including workstations, monitors and peripherals, handsets, mobile telephones and laptops.

c. Escalate issues to the IM&T Service Desk Manager or external support agencies.

2. Assist with Information Governance and IM&T security:

a. Responsible for the granting of access to LCW computer systems and associated password.

b. Ensure that all members of staff sign for their access rights in compliance with the IM&T Security Policy.

c. Work with the IM&T Manager to help develop and maintain IM&T security and associated policies and procedures in line with best practice and current legislation.

d. Ensure that all LCW assets are encrypted and have the latest versions of anti-virus and spyware detection systems in place.

3. Responsible for the replacement of damaged/faulty IM&T equipment:

a. Managing the end to end process of repairing damaged or broken equipment.

b. Ensuring that LCW maintains an appropriate amount of spare components to support the continued standard of service delivery.

c. Undertake the replacement of certain IM&T related equipment either directly or under the supervision of systems suppliers.

4. Assist with the updating of the IM&T and communications asset register:

a. Maintain an electronic asset register and ensure that all LCW IM&T equipment is listed on such a register in conjunction with the IM&T Service Desk Manager.

b. Help maintain the IM&T and Telephony organisational risk register.

5. Responsible for updating IM&T support related incidents database:

a. Log all support and incidents within a helpdesk system, ensuring that all relevant details are entered.

b. Triage and escalate IM&T and hardware related problems to support partners.

c. Monitor and progress report on all outstanding IM&T related issues.

d. Provide written reports on system outages and mitigation actions that have been taken as a result.

6. Assist with the installation of new equipment and software

a. Perform user acceptance testing to ensure new systems and configurations are correct and fit for purpose.

b. Ensure user and technical testing is complete for all new equipment prior to operational deployment.

Other Duties:

- Act as a central contact with external system providers, arranging of downtime to ensure minimal impact on service delivery.

- Other duties as required.

Person Specification

Qualifications

Essential

  • - GCSE English and Mathematics Grade C or equivalent.
  • - Good technical knowledge of IM&T Hardware such as PCs and printers
  • - Computer literate: Microsoft Office and the ability to utilise varied information resources

Desirable

  • - MCSE or Degree in technical subject
  • - ITIL Foundation
  • - NVQ (3+) or MCP or A+ or Network + or HND or equivalent experience

Experience

Essential

  • - A good understanding of Microsoft Operating systems and applications
  • - Excellent communication skills and the ability to convey technical concepts in plain language
  • - Ability to develop and maintain good working relationships with people of all levels
  • - Ability to work with minimum supervision guided by standard operating procedures and use own initiative, taking ownership of work
  • -Can Do attitude with positive approach to customer service
  • - Ability to respond to diverse demand and expectations
  • - Methodical Approach to fault finding and resolution
  • - Proven ability to analyse a range of factors to resolve a range of problems

Desirable

  • - Experience of working in an IM&T Setting previously.
  • - Ability to apply theoretical knowledge in order to diagnose and resolve non-routine IM&T faults
  • - Possess an understanding of IM&T Service Delivery
Person Specification

Qualifications

Essential

  • - GCSE English and Mathematics Grade C or equivalent.
  • - Good technical knowledge of IM&T Hardware such as PCs and printers
  • - Computer literate: Microsoft Office and the ability to utilise varied information resources

Desirable

  • - MCSE or Degree in technical subject
  • - ITIL Foundation
  • - NVQ (3+) or MCP or A+ or Network + or HND or equivalent experience

Experience

Essential

  • - A good understanding of Microsoft Operating systems and applications
  • - Excellent communication skills and the ability to convey technical concepts in plain language
  • - Ability to develop and maintain good working relationships with people of all levels
  • - Ability to work with minimum supervision guided by standard operating procedures and use own initiative, taking ownership of work
  • -Can Do attitude with positive approach to customer service
  • - Ability to respond to diverse demand and expectations
  • - Methodical Approach to fault finding and resolution
  • - Proven ability to analyse a range of factors to resolve a range of problems

Desirable

  • - Experience of working in an IM&T Setting previously.
  • - Ability to apply theoretical knowledge in order to diagnose and resolve non-routine IM&T faults
  • - Possess an understanding of IM&T Service Delivery

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

LCW UCC

Address

Exmoor Street

London

W10 6DZ


Employer's website

https://www.lcwucc.com/ (Opens in a new tab)

Employer details

Employer name

LCW UCC

Address

Exmoor Street

London

W10 6DZ


Employer's website

https://www.lcwucc.com/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

HR Recruitment & Payroll Officer

Amanda Findley

a.findley@nhs.net

03000339898

Details

Date posted

14 December 2023

Pay scheme

Other

Salary

£21,000 to £25,000 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0441-23-0094

Job locations

Exmoor Street

London

W10 6DZ


Exmoor Street

London

W10 6DZ


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