Job summary
To provide support for staff in the Trust, who are involved in the use of Digital systems including networked and standalone PC's, laptops and mobile devices along with clinical and administrative systems.
To provide second line support to end users ensuring that calls logged are resolved within agreed timescales to ensure SLA's are met.
To be fully conversant with PC operating systems to provide advice and support to the Service Desk Manager in relation to system security and data integrity including the regular audit of all computer equipment and peripherals and updating of anti-virus software.
Analyse, investigate and resolve complex Digital queries, issues and problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends or inconsistencies, training requirements based on a detailed needs analysis across the sector.
Main duties of the job
To assist users by giving technical advice and support within agreed terms of reference. To provide on the spot training to users in the use of applications, directory structures and saving data onto fileservers.
Carry out the planning, preparation, delivery, installation and configuration of both standalone and networked hardware (e.g. PC's, printers and peripherals) and software systems (e.g. PC operating systems, office products, bespoke software) following agreed documentation / procedures. Take the lead technician role on designated IT related projects, e.g. relocation of staff / departments.
Supporting the installation of network and associated equipment, such as Switches and Uninterruptible Power Supplies (UPS). This does not include the configuration of these devices. To carry out technical Support, on-site and remote, via telephone (help desk) or remote diagnostics either on site or back at the workshop.
Assessment of and installation of upgrades, both hardware and software to existing Digital equipment. Provide 1st line network support, often required on remote sites, such as resetting switches, routers and servers.
To take ownership of calls logged with 3rd party suppliers (external companies), ensuring resolution within an acceptable timeframe.
Maintain all aspects of local documentation, including fault logging, equipment and software register.
About us
Employees, workers, and / or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust's values.
Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues' behaviours breach the spirit of Trust values.
Job description
Job responsibilities
Provide general help desk telephone support including support of all Microsoft products.
Manage and prioritise technical support workloads providing ICT Support & Implementation Services to all users of the ICT Hardware and Software.
Install new hardware and software for users as required
Ensure all desktop PCs and laptops are built to the current Gold Image and process and install appropriate software for each use case.
Configure email accounts on desktop PCs, laptops an iPads etc within user profiles.
Support Multi-Function Device print/scan hardware and liaise with the leasing company to manage fault resolutions.
Use Expertise to recommend specifications of software and ICT hardware to resolve 2nd line support deliverables.
Be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and Storage issues).
Escalate the priority of calls in accordance with Digital Services Service Desk procedures.
The post-holder will contribute to the planning and implementation of project work
Carry out network audits such as asset location and security checks.
Proactively research, develop and test new hardware, devices, software, solutions, utilities and tools for more efficient working.
Work as a project resource in conjunction with the assigned Project manager.
Configure and deploy Trust Smart Phone, Android, IOS and remote working Tokens.
To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality Digital Support service.
May be required to provide on call cover provision in line with Agenda for Change terms and conditions.
To provide initial advice to staff on the purchase of suitable hardware and software for PC based systems following agreed standards.
Job description
Job responsibilities
Provide general help desk telephone support including support of all Microsoft products.
Manage and prioritise technical support workloads providing ICT Support & Implementation Services to all users of the ICT Hardware and Software.
Install new hardware and software for users as required
Ensure all desktop PCs and laptops are built to the current Gold Image and process and install appropriate software for each use case.
Configure email accounts on desktop PCs, laptops an iPads etc within user profiles.
Support Multi-Function Device print/scan hardware and liaise with the leasing company to manage fault resolutions.
Use Expertise to recommend specifications of software and ICT hardware to resolve 2nd line support deliverables.
Be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and Storage issues).
Escalate the priority of calls in accordance with Digital Services Service Desk procedures.
The post-holder will contribute to the planning and implementation of project work
Carry out network audits such as asset location and security checks.
Proactively research, develop and test new hardware, devices, software, solutions, utilities and tools for more efficient working.
Work as a project resource in conjunction with the assigned Project manager.
Configure and deploy Trust Smart Phone, Android, IOS and remote working Tokens.
To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality Digital Support service.
May be required to provide on call cover provision in line with Agenda for Change terms and conditions.
To provide initial advice to staff on the purchase of suitable hardware and software for PC based systems following agreed standards.
Person Specification
Scoring
Essential
- IT/Digtal Qualifications
- Experience in leading a team
- Can drive and has own transport
- Recent experience working in an IT environment
Desirable
- Experience working with servers and networks
- Demonstratable experience working in a field support role
- Experience using config manager
Person Specification
Scoring
Essential
- IT/Digtal Qualifications
- Experience in leading a team
- Can drive and has own transport
- Recent experience working in an IT environment
Desirable
- Experience working with servers and networks
- Demonstratable experience working in a field support role
- Experience using config manager
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).
