IT Technician

Job description

Job responsibilities

Main Duties

Provides 2nd line technical support to end-users; acts as a liaison between 1st and 2nd line support, responds to Service Desk calls that cannot be resolved by the 1st Line team.

Responsible for expensive digital equipment and configuration, testing and installation software, repair and maintenance of digital equipment. Asset tagging and recording as required. Check user requirements which may require configuration/customising the hardware/software to individual user requirements incl. transfer of users data.

Responsible for instructing digital users in the proper and safe use of digital equipment.

Solutions driven, confident and friendly approach when dealing with end users.

Responsible for scheduling your workload in conjunction with the Lead Technician.

Participate in a rota for your team to ensure that the Service Desk has the 2nd line team available during the agreed hours, and that there is a 2nd line on-call service available to the Group.

Contributing to the Service Desk knowledge base.

Contributing to the Groups Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts.

Contributing to the Groups asset management database in conjunction with the Hardware and Software Asset Analyst.

Provide second line technical and operational support services for the Groups satellites sites as and when required.

Liaise with 3rd parties, such as the NHS.net Service Desk.

Ensuring that you provide feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.

Manage the installation, configuration, and maintenance of the Groups Multi-functional device (MFD) estate in conjunction with the Groups MFD supplier.

Ensure collaboration between 1st and 2nd line teams.

Work with the Lead Technician to identify process improvements and initiate change. Ensuring the service offered is to the highest standard and gives great customer service.

Provide technical advice and information for your area.

Responsible for contribute to producing and maintaining operational procedures.

Ensure you lead by example, show empathy and understanding when dealing with digital shy users whilst providing guidance in line with user's abilities.

Contribute to ensuring that your team deliver to agreed SLAs.

Participation in the Out of Hours digital support staff On-Call Rota as required and with prior agreement.

Contribute to the creation of technical documentation for new or updated systems and service to assist your team in giving better support and customer service.

To provide 1st Line cross cover for the Service Desk Team (inc. phone calls, voicemail and e-mails to the Service Desk).

Management and Leadership

Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.

Have high-level awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements.

Deputise for the Lead Technician as necessary and where appropriate.

Technical Service Delivery

To participate in digital project meetings.

Responsible for keeping the Groups base Desktop and Laptop image up-to-date and ensure appropriate driver packs are available as part of the image installation.

Responsible for the management of redundant hardware recycling including the secure disposal of storage devices.

To work with the Cyber Security team to resolve identified issues or high severity CareCert notifications.

Provide installation service of PCs, Laptops, peripherals, software and any other digital equipment across the Group and satellite sites.

Configure LAN switch ports to allow the operation of devices on the Groups LAN. All changes should be documented as defined by the Infrastructure Specialists.

Make contributions to the delivery of progressive solutions, which consider models of best practice, are incorporated into service plans.

Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.

Performance

Contribute to the delivery of performance standards for the Service Management function, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.

Ensure systems are in place to routinely analyse and manage digital resource utilisation in the 2nd Line team in order to provide efficient and optimised digital services.

Advice, guidance, and partnerships

Provide technical and professional assistance regarding the Service Delivery function.

Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group.

Build good relationships and ensure effective digital partnerships with other organisations across the ICS, locally, regionally, and nationally.

Forming constructive relationships with suppliers to optimise the delivery of solutions.

Policies and procedures

Contribute to ensure that the Service Management function has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all digital services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.

Contribute to ensuring that a full and current inventory of all digital assets is maintained.

Professional and Personal Development

The post holder will need to develop and maintain an awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards.

The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Lead Technician.

Please see job description and person specification for further details

Person Specification

Educations, Training and Qualifications

Essential

• Educated to Degree education or equivalent level or equivalent experience delivering Digital services

Desirable

• ITIL v.3 or later foundation certificateor equivalent experience
• Knowledge of the provision of health services

Knowledge and Experience

Essential

• Evidence of continuing professional development
• Knowledge of ITIL service principles and processes and experience in digital Service Delivery, in particular the areas of incident, problem, and request management
• Experience of working with expensive digital equipment and knowledge of configuration, testing and installation software, repair and maintenance of digital equipment
• Knowledge of imaging solutions and experience of base image maintenance and development
• Knowledge of MFD's and experience of installing, configuring and maintaining
• Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos

Desirable

• Experience of networking and knowledge related to configuring LAN switch ports to allow the operation of devices on the Group's LAN
• Experience of contributing to the creation of technical (sometime complex) documentation for new or updated systems and services
• Experience of training others ontechnical (sometimes complex) subjects
• Knowledge of digital applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software

Skills

Essential

• Good verbal and written communication and presentation skills suitable for a range of audiences
• Able to clearly manage priorities for self, staff and teams in order to meet targets
• Advanced and accurate keyboard skills

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Northampton General Hospital

Address

Northampton General Hospital

Cliftonville Road

Northamptom

NN1 5BD

Employer's website

https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)