Job summary
Previous applicants need not apply.
We have an exciting opportunity for an experienced IT Support Technician to join a busy skilled team, you will need to have skills and knowledge to enable you to hit the ground running.
As a valuable member of the Digital Transformation department, you will have the opportunity to be an active participant of substantial changes to the Trusts business process through project implementation such as deployment of Windows 11, Unified Communications and Electronic Patient Records.
Candidates must have proven technical support experience and have relevant experience in an IT support role or equivalent. You must be able to actively participate in the out of hours On Call Rota.
Knowledge of IT Applications such as Windows 10, Microsoft Office, general desktop applications and operation. Thorough specialist working knowledge of IT Hardware fault analysis, diagnostics and resolution including experience of supporting mobile devices.
Candidates must have a strong customer focused approach, great customer communication and interpersonal skills as well as having experience of dealing with customers over the telephone or in person with an ability to work under pressure.
Main duties of the job
The post holder will be responsible for the day to day second line resolution of incidents and Service Requests that come in via the Service Desk.
Provide hands on technical support via face to face, remote access and phone supporting Trust employees and 3rd party users.
Configuration, deployment, repair and maintenance of desktop PC's, Laptops, tablets, iPads, iPhones and android phones
Updating the incident and request tickets within the Service Desk Logging tool.
Documentation of procedures
Project work as required.
Compliance with operational processes (Incident Management, Request Management, Major Incident Management)
Network configuration as required including port patching and fault diagnosis.
Travel - You will be required to travel between our other Trust Sites as well as our satellite sites.
About us
We believe that the best care to our patients and community is provided by a professional and motivated team, so we invest heavily in training and education. There will also be lots of opportunities to support your development and improve your skills.
At Doncaster & Bassetlaw Teaching Hospitals NHS Foundation Trust you'll be rewarded by a team that's proud to support its staff in all aspects of their lives. If you are up to the challenge, submit an application to become part of team DBTH.
It is our goal to give those who join Team DBTH the tools and opportunities in order to grow their career, so whether you spend just one year or fifty with us, it's our pledge to help you Develop, Belong and Thrive, Here.
Job description
Job responsibilities
As a second line support officer, you will be responsible for resolving issues that have been escalated from the IT Service Desk. Working across all sites with travel being necessary as the service requires, you will provide desktop and hardware support to the Trust.
As part of the on-call rota you will be required to work autonomously providing support out of hours.
You will liaise with external companys providing 3rd party support using a methodical and systematic in approach to all aspects of work to react quickly to challenging situations.
The role requires you to work unsupervised in a pressured environment where you will be required to evaluate and interpret technical information for communication to a wide audience.In depth knowledge of Microsoft Office Products such as Word, Excel, Outlook, Microsoft 365 to assist with user queries.
Contribute to the expansion and maintenance of the knowledge base, developing checklists/instructions for typical problems and adding them to the TRM (Technical Reference Manual).
Escalation and liaison with other Service providers for incidents requiring specialist help (Infrastructure/Network Teams & Clinical Systems Teams).
Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations.
Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security.
Job description
Job responsibilities
As a second line support officer, you will be responsible for resolving issues that have been escalated from the IT Service Desk. Working across all sites with travel being necessary as the service requires, you will provide desktop and hardware support to the Trust.
As part of the on-call rota you will be required to work autonomously providing support out of hours.
You will liaise with external companys providing 3rd party support using a methodical and systematic in approach to all aspects of work to react quickly to challenging situations.
The role requires you to work unsupervised in a pressured environment where you will be required to evaluate and interpret technical information for communication to a wide audience.In depth knowledge of Microsoft Office Products such as Word, Excel, Outlook, Microsoft 365 to assist with user queries.
Contribute to the expansion and maintenance of the knowledge base, developing checklists/instructions for typical problems and adding them to the TRM (Technical Reference Manual).
Escalation and liaison with other Service providers for incidents requiring specialist help (Infrastructure/Network Teams & Clinical Systems Teams).
Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations.
Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security.
Person Specification
Organisational Skills
Essential
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations
- Experience and good understanding of Microsoft products e.g. Excel, Word, PowerPoint
- Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security, ITIL
- Understanding of technical issues surrounding implementation of new/replacement systems
- Demonstrate effective written and verbal communication skills
- Produce timely, accurate written/electronic records and documents
- Demonstrates work process to other members of IT Services within own work area
- Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation
- Ability to evaluate and interpret technical information for communication to a wide audience
- Ability to work unsupervised in a pressured environment
- Ability to react quickly to challenging situations
Interpersonal Skills
Essential
- Be able to work both as part of a team and as an individual
- Able to communicate across all levels to service users both verbally and in written form
- Demonstrates an analytical and logical approach to problem solving
- Commitment to continual personal development with an ability to maintain skills set through further training
- Self-Motivated
- Methodical and systematic in approach to all aspects of work
- Organisational skills with attention to detail
- Creative Thinking
- Able to demonstrate behaviours consistent with Trust Core Values
Desirable
- Confidence when working within clinical environments which have an associated level of pressure.
- Working knowledge of the organisation of the NHS and current policy initiatives
- Up to date awareness of NHS IT strategy
Qualifications
Essential
- GCSE English and Mathematics Grade A-C (or Equivalent experience)
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- Degree or equivalent in a relevant IT-related field or equivalent specialist experience in IT Support covering hardware and software deployment, configuration and maintenance
- Microsoft certification in a desktop specialty (operating system or applications) or equivalent experience
- CompTIA Network+ or equivalent experience, or willingness to take
- ITIL 4 Foundation or willingness to take
Desirable
- Windows 10 or Microsoft application support
- Microsoft/Unix/Linux System Administration or equivalent hands-on experience
- Cisco qualification (e.g. CCNA)
- Security qualification (e.g. SSCP)
- Further ITIL certifications
- Further CompTIA certifications
Experience
Essential
- Extensive experience of working in IT Support and IT customer services environment
- Knowledge of end-user computer hardware / software and fundamental network support gained through study or practical experience
- Experience of deploying, configuring and monitoring Microsoft desktops and Android and Apple mobile devices, up to and including current releases
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware
- Experience of working with ITIL and Service Management processes
- Experience working with modern ITSM products
- Experience working with software asset management and hardware reporting tools
- Experience of collaborative and team working practices
- Evidence of a continual improvement work ethic
- Maintaining good relationships with colleagues, customers, and vendors
Desirable
- Experience of working on multiple concurrent IT Projects
- Training other IT staff and delivering training in own specialism
- Providing IT support in a healthcare environment
- Experience with scripting and automation using modern toolsets e.g. PowerShell
- Experience with infrastructure communication protocols to support diagnostic monitoring of equipment and environments e.g. SNMP
Person Specification
Organisational Skills
Essential
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations
- Experience and good understanding of Microsoft products e.g. Excel, Word, PowerPoint
- Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security, ITIL
- Understanding of technical issues surrounding implementation of new/replacement systems
- Demonstrate effective written and verbal communication skills
- Produce timely, accurate written/electronic records and documents
- Demonstrates work process to other members of IT Services within own work area
- Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation
- Ability to evaluate and interpret technical information for communication to a wide audience
- Ability to work unsupervised in a pressured environment
- Ability to react quickly to challenging situations
Interpersonal Skills
Essential
- Be able to work both as part of a team and as an individual
- Able to communicate across all levels to service users both verbally and in written form
- Demonstrates an analytical and logical approach to problem solving
- Commitment to continual personal development with an ability to maintain skills set through further training
- Self-Motivated
- Methodical and systematic in approach to all aspects of work
- Organisational skills with attention to detail
- Creative Thinking
- Able to demonstrate behaviours consistent with Trust Core Values
Desirable
- Confidence when working within clinical environments which have an associated level of pressure.
- Working knowledge of the organisation of the NHS and current policy initiatives
- Up to date awareness of NHS IT strategy
Qualifications
Essential
- GCSE English and Mathematics Grade A-C (or Equivalent experience)
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- Degree or equivalent in a relevant IT-related field or equivalent specialist experience in IT Support covering hardware and software deployment, configuration and maintenance
- Microsoft certification in a desktop specialty (operating system or applications) or equivalent experience
- CompTIA Network+ or equivalent experience, or willingness to take
- ITIL 4 Foundation or willingness to take
Desirable
- Windows 10 or Microsoft application support
- Microsoft/Unix/Linux System Administration or equivalent hands-on experience
- Cisco qualification (e.g. CCNA)
- Security qualification (e.g. SSCP)
- Further ITIL certifications
- Further CompTIA certifications
Experience
Essential
- Extensive experience of working in IT Support and IT customer services environment
- Knowledge of end-user computer hardware / software and fundamental network support gained through study or practical experience
- Experience of deploying, configuring and monitoring Microsoft desktops and Android and Apple mobile devices, up to and including current releases
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware
- Experience of working with ITIL and Service Management processes
- Experience working with modern ITSM products
- Experience working with software asset management and hardware reporting tools
- Experience of collaborative and team working practices
- Evidence of a continual improvement work ethic
- Maintaining good relationships with colleagues, customers, and vendors
Desirable
- Experience of working on multiple concurrent IT Projects
- Training other IT staff and delivering training in own specialism
- Providing IT support in a healthcare environment
- Experience with scripting and automation using modern toolsets e.g. PowerShell
- Experience with infrastructure communication protocols to support diagnostic monitoring of equipment and environments e.g. SNMP
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.
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).
Additional information
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.
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).
