IT Technician

Job description

Job responsibilities

The post holder will:

1. Proactively and positively contribute to the successful overall performance of the Trust.

2. Deliver excellent levels of customer service to all patients/visitors and staff at the Trust.

3. Develop effective ways of working and create strong partnerships and relationships with all stakeholders to support the implementation of the Governments policies on Health.

4. Develop an organisational culture that fosters collaborative working among all staff groups, to ensure a focused commitment to delivering quality services and outcomes.

5. Act as an advocate for the Trust & its contribution to the Health Service arena through creating effective partnerships and relationships with internal and external stakeholders.

6. Comply with corporate governance structure in keeping with the principles and standards set out by the Trust.

7. Support the Trust culture of collaborative, flexible cross-team working and commitment to delivering quality services and outcomes, which support the Governments policies on public health.

8. If your employment is to a post that requires you to be registered with a professional body, the continuation of your employment is conditional upon you continuing to be registered with the appropriate professional body. The Trust will require evidence of current registration.

9. In compliance with the Trust's practices and procedures associated with the control of infection, you are required to:

-Adhere to Trust Infection Control Policies assuring compliance with all defined infection control standards at all times.

-Conduct hand hygiene in accordance with Trust policy, challenging those around you that do not.

-Challenge poor practice that could lead to the transmission of infection.

Shared Core Functions

1. Proactively and positively contribute to the achievement of deliverables through individual and team effort. Manage the production of the required deliverables and control risks.

2. Support team members to deliver on their functionally relevant objectives through offering advice, guidance and support as appropriate.

3. Ensure that approved budgets are spent effectively and in accordance with agreed procedures.

4. Liaison with Senior Professionals and related functions to ensure that work is neither overlooked nor duplicated.

5. Build and sustain effective communications with other roles involved in the shared services as required.

6. Maintain and continuously improve specialist knowledge in an aspect of Health Service which significantly contributes to the Trusts stated objectives & aims.

7. Establish and maintain strategic links with a range of external partners/stakeholders or manage the links made through the team. Engage with external partners/stakeholders to gain their necessary level of contribution & commitment to the successful delivery of your work.

8. Undertake proactive horizon scanning for either developments relating to Trust work or opportunities for Trust involvement around health issues.

9. Increase the level of knowledge & skills within the Trust through documenting key learning and supporting others to develop their professional abilities.

10. Dissemination of knowledge through engagement in report writing, and reviewing, taking full responsibility for technical accuracy and reliability and being sensitive to the wider implications of that dissemination.

11. Ensure that expertise is seen as a resource within and outside the Trust and form working partnerships with government departments, national agencies and key stakeholders.

Specific Core Functions

In addition to the team/division expectations detailed in the shared core functions the post holder should ensure the following:

The post holder will be expected to undertake one or more of the following responsibilities:

Customer Support

1. Be the first point of contact for the customer into ICT, dealing with all types of queries, requests for service and incident logging, ensuring a consistent approach is taken and the customer receives an efficient and responsive service.

2. Provide a first line support service, following Triage guidelines, ensuring necessary information is captured and recorded to facilitate resolution of reported incidents to agreed Service Level Agreements.

3. Route service requests, such as Changes, Procurements and Account Requests to the correct support groups.

4. Keep up-to-date with new service level agreements and processes to maintain a consistent, effective and efficient service delivery to the customers.

5. Provision of advice and guidance to end users on best practice for storage of electronic documents ensuring cost effective use of ICT resources and equipment.

6. Employ interpersonal and technical skills to diagnose customer IT problems and decide upon appropriate routes to resolve them.

7. Use technical skills and expertise to resolve identified customer ICT problems over the phone and on customer PCs via remote PC control software assisting in the target of 80% of calls being resolved at first contact.

8. Where necessary, allocate specialist technical tasks to the relevant support team or 3rd party maintenance company and manage their open calls to ensure customers are kept informed of progress through to resolution.

9. Carry out team administrative tasks as required including inventory surveys/updates

Request Fulfillment

10. Set up new user accounts as requested for software applications and other departmental clinical systems ensuring existing users are identified, ID naming conventions maintained, users notified and all changes logged on the Service Desk incident tracking system.

11. As one of a limited number of Trust staff with Administrator Account privileges, use expertise in Active Directory to manage customer facilities on the Trusts data network, in line with Service Level Agreements, as follows:

-Set-up and maintain user accounts, monitoring usage and disabling user accounts as appropriate.

-Follow procedures to maintain the Customer Database

-Create and maintain user accounts for other relevant applications

-Where required split file-server-storage areas into discrete sections to meet the needs of individual services.

-Where required copy user accounts/data when staff relocate to new sites.

-Where required, conduct phone based user induction training, providing advice and guidance on best practice for IT Services.

Other Duties

12. Contribute to the maintenance of effective communications, both within the ICT Operations Team and between it and its various service delivery partners, so that services are provided as seamlessly and effectively as possible.

13. Provide cover for, and support to, other members of the ICT Operations Team as required.

14. Assist the Service Desk Supervisor in other related areas as required.

Person Specification

Qualifications

Desirable

• Formal IT qualification (e.g. HND in IT, Microsoft Office Specialist).
• ITIL Foundation Certificate.

Personal Qualities

Essential

• An eagerness to learn new skills.
• Service-oriented, customer focused.
• Time management skills.
• Punctuality.
• Self-motivated, Enthusiastic and confident.
• Patient and flexible.
• Team member, able to consult and contribute.
• Excellent, customer-friendly telephone and face-to-face manner.
• Calm and even-tempered under pressure, but strong in pursuing customer interests in the face of opposition.
• Able to cope with unplanned interruptions to work that requires prolonged concentration.
• Professional appearance, engendering confidence in professional abilities.

Skills and Knowledge

Essential

• Strong customer service and communication skills.
• Able to use own initiative to investigate and resolve problems.
• Good interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to IT illiterate.
• Excellent customer friendly telephone manner.
• Strong keyboard skills.
• Ability to remain calm when dealing with difficult users.

Desirable

• Active Directory knowledge.

Experience

Essential

• Demonstrable communications and customer service skills in a workplace environment.
• Working knowledge of Information Technology Products.
• Experience in the use of Windows 10 and O365.
• An eagerness to learn new skills.

Desirable

• Experience of either providing IT Service Desk support or first line IT support, preferably in PC applications.
• Experience in the use of Remote Control Software.

Employer details

Employer name

Portsmouth Hospitals University NHS Trust

Address

Queen Alexandra Hospital

Southwick Hill Road

Cosham

Portsmouth

PO6 3LY

Employer's website

https://www.porthosp.nhs.uk/work-for-us/ (Opens in a new tab)