Worcestershire Acute Hospitals NHS Trust

Unified Comms & Collab Technician, ICT, WRH

This job is now closed

Job summary

An exciting opportunity has arisen for a Unified Communications and Collaboration Technician to join the Worcestershire Acute Hospitals NHS Trust Digital Division.

The Digital Division is implementing new telecommunications solutions to support the Trust in its operational delivery and you will be learning new skills and applications that are part of this transformation to the telecommunications solutions. The Unified Communications and Collaboration team manages telecommunications and mobile systems for both Clinical Staff and Admin staff to use across the trust. The team is responsible for ensuring these systems meet the needs of the Trust and other organisations who use the telecommunication service. You will provide operational support of these systems in conjunction with any 3rd parties and are critical to the service delivery within the Trust. You will be required to maintain documentation and databases of equipment for asset management purposes.

Successful candidates must demonstrate the skills of problem solving, ability to take on and understand new systems quickly, good communication skills, liaising with users of all levels in order to assess and resolve issues they are having with their system.

Main duties of the job

General Duties:

Provide 1st Line and 2nd Line support and fault diagnosis to the Trust for telecommunications, Mobile Device Management and Unified Communications (UC) software and hardware.

To record all updates to incidents reported by users on the service desk software ensuring that:

o All contact details are checked and verified

o An accurate description of the incident is recorded onto the service desk call logging system

o Any remediation actions taken are accurately recorded

o Any outstanding remediation tasks are sent to the correct resolver group

o An appropriate priority is assigned to the incident

o All updates from staff members provided are recorded accurately and in a timely manner.

Provide first time fixes and more complex resolutions to telecommunication and UC related incidents and requests, where appropriate via telephone, remote support or face to face.

Continuous development of mobile device management, Unified Communications and telecommunications knowledge

Provide excellent customer service when dealing with service users via telephone and electronic mail and in person.

Plan and manage tasks and activities for incident resolution and request fulfilment, ensuring completion within any agreed SLAs, accounting for variations and interruptions to plan work schedule.

Liaise and communicate effectively with users, and internal and external contacts as required

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is nearly 6,800 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

Best services for local people
Best experience of care and best outcomes for our patients
Best use of resources
Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Date posted

10 November 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year

Contract

Permanent

Working pattern

Full-time

Reference number

C9365-23-1093-2

Job locations

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD

Job description

Job responsibilities

WORCESTERSHIRE ACUTE HOSPITALS NHS TRUST

JOB DESCRIPTION

Post Title: Unified Communications and Collaboration Technician

Pay Band: 4

Hours: Full Time 37.5 hours per week

Contract: Permanent

Location / Department: Worcestershire Acute Hospitals NHS Trust Trust Wide

Accountable to: Associate Director Digital Services

Reports to: Unified Communications and Collaboration Manager

Key Working Relationships:

Internal:

Estates and Facilities

Digital Division

External:

Computacenter

PFI

Job Purpose:

The post holder will be required to support the Unified Communications and Collaboration Manager in maintaining an effective, technically innovative telecommunications and Unified Communications infrastructure and provide a responsive, cost-effective and quality-driven service to Worcestershire Acute Hospitals NHS Trust.

Key Duties:

The post holder will provide support and extended on-going maintenance for the Trust telecommunications, unified communications and Mobile Device Management solutions. They will be expected to have technical knowledge of communications infrastructure, Unified Communications, Mobile Device Management, Voice over IP and the associated protocols for these services. The post holder will be expected to have a basic understanding of cyber security, with an awareness of todays cyber risks and technology interdependencies. The post holder will be supporting the delivery of telecommunications solutions in conjunction with the Trust's PFI Partner.

The post holder may be required to provide an out of hours support function (cover - holidays and sickness) and collaboratively work with the other ICT support services

The post holder may be required to work out of normal working hours.

General Duties:

Provide 1st Line and 2nd Line support and fault diagnosis to the Trust for telecommunications, Mobile Device Management and Unified Communications (UC) software and hardware.

To record all updates to incidents reported by users on the service desk software ensuring that:

o All contact details are checked and verified

o An accurate description of the incident is recorded onto the service desk call logging system

o Any remediation actions taken are accurately recorded

o Any outstanding remediation tasks are sent to the correct resolver group

o An appropriate priority is assigned to the incident

o All updates from staff members provided are recorded accurately and in a timely manner.

Provide first time fixes and more complex resolutions to telecommunication and UC related incidents and requests, where appropriate via telephone, remote support or face to face.

Continuous development of mobile device management, Unified Communications and telecommunications knowledge

Provide excellent customer service when dealing with service users via telephone and electronic mail and in person.

Plan and manage tasks and activities for incident resolution and request fulfilment, ensuring completion within any agreed SLAs, accounting for variations and interruptions to plan work schedule.

Liaise and communicate effectively with users, and internal and external contacts as required

To manage the staff expectations by updating them on the status of their reported incident.

Contact staff members to complete incidents and requests, where additional support may be required from 3rd line support teams or third party suppliers.

To agree with Trust staff when a full resolution has been implemented, ensuring that the call can be closed or pass back to the relevant resolver group to close.

Identify and rectify gaps in the telecommunications asset management database; checking and amending register to ensure data quality is of a high standard

Undertake data entry, review system designs and detail components onto requisitions systems to assist with the purchase of hardware and software equipment as requested

To monitor and manage the progress of the open calls with 3rd party suppliers, including PFI, ensuring that incidents are resolved in accordance with agreed criteria as specified in the departments standard work.

Manage additional ICT requests and incidents to support the End User Support team, as required and agreed.

To obtain feedback from staff in order to support the departments culture of continuous improvement.

To assist the other Digital Team managers with the production of mobile phone statistics to aid service improvement.

To review and amend processes by proposing changes to working practices and procedures.

Forward staff views on opportunities for enhancement within the team or the Digital Division

To identify trends in incidents to your line manager and other Infrastructure and Cyber managers in order that potential problems can be identified and escalated as appropriate.

To analyse data and provide written reports or electronic dashboards

To liaise with third party suppliers where incidents have been escalated to obtain feedback of resolution progress in order to keep the service user updated on progress.

To receive complaints either in writing or verbally and to refer to the managers for escalation and resolution.

To participate in the trusts disaster recovery plan

To participate where required in projects, including testing functionality, suitability and usability.

Provide guidance and knowledge sharing to new starters or less experienced colleagues.

Allocate tasks to junior members of staff, where necessary, for incident resolution and request fulfilment.

Undertake other duties as required to support the service

The nature of this post is such that the post holder needs to be able to respond promptly to resolve unexpected issues

The post holder will occasionally be required to lift equipment/hardware of approximately 15 - 20kg and infrequently much heavier equipment/hardware with support from other team members.

The post holder will infrequently need to access equipment in dusty, physically awkward or inadequately lit environments to carry out their daily duties.

Undertake all such reasonable other duties as may be required as part of the post, at the request of the Digital Division managers.