Job summary
The post holder will be required to support and travel throughout all our customer organisations and localities.
The post holder will manage and participate in the support of all IT systems and hardware including telephone hardware, within the contractual Service Level Agreements (SLA). To ensure IT expertise and support is provided within the health community following standardised processes, ensuring reliability of hardware and efficiencies savings where deemed appropriate. To work in an advisory capacity as well as support and provide a resolution (fix) to the customers and direct end users.
The post holder will assist in the provision of an effective Health Informatics Service Delivery service across the patch. He or she will provide first and second level support to users of the Technologies service. The post holder will also provide an interface for other activities such as, Change, Problem, Configuration, Release and IT Service Continuity Management (ITIL).
Main duties of the job
- To ensure IT expertise and support is provided within the health community following standardised processes to promote efficiency and reliability of the customer's hardware estate.
- To ensure that all hardware and software being installed meets agreed standards, is fully compatible with the established base, and allows a successful transition from the previous platform or process.
- To raise the profile of the Informatics IT service, in particular to establish a reputation for providing an effective and responsive service.
- To identify how each reported problem should be resolved, to request additional resources if necessary and ensure that all work is undertaken to the satisfaction of the customer.
Please see job description for further details.
About us
Calderdale & Huddersfield NHS Foundation Trust is a dynamic and successful organisation with a strong organisational and personal development focus. With over 5,500 employees and a turnover of £310 million, the Trust provides a comprehensive range of secondary care services to the people of Calderdale and Huddersfield and has an exceptional reputation for service delivery.
The Foundation Trust aims to design and implement services, policies and measures that meet the diverse needs of our service, population and workforce, ensuring that none are placed at a disadvantage over others.
The IT department is basing its service management around IT Infrastructure Library's (ITIL) - IT Service Management Best Practice. It is essential therefore to recognise the absolute dependence of the business upon the Information and Communications Technology infrastructure.
Job description
Job responsibilities
To assist in the provision of an effective Health Informatics Service Delivery service across the Customer base.
To provide first and second line support for all IT users within a Health Care Community, to include telecoms and network infrastructure support. To ensure problem identification and analysis of complex faults which may fall outside standard operating procedures
To act in an advisory capacity on IT policy, system security and PC system administration as in accordance with departmental procedures.
To monitor and review service level agreements and to bring any service targets that are, near to or not being met, to the attention of the Service Deliver Team Leaders and Service Delivery Managers.
To regularly review Service Delivery procedures and notify the Service Delivery Team Leaders/Manager with new updates as required.
To assess and coordinate your daily activity based on each call and prioritise jobs effectively as per procedures to ensure customer satisfaction at all times and to eliminate any potential clinical or security risks.
Please see job description for further details
Job description
Job responsibilities
To assist in the provision of an effective Health Informatics Service Delivery service across the Customer base.
To provide first and second line support for all IT users within a Health Care Community, to include telecoms and network infrastructure support. To ensure problem identification and analysis of complex faults which may fall outside standard operating procedures
To act in an advisory capacity on IT policy, system security and PC system administration as in accordance with departmental procedures.
To monitor and review service level agreements and to bring any service targets that are, near to or not being met, to the attention of the Service Deliver Team Leaders and Service Delivery Managers.
To regularly review Service Delivery procedures and notify the Service Delivery Team Leaders/Manager with new updates as required.
To assess and coordinate your daily activity based on each call and prioritise jobs effectively as per procedures to ensure customer satisfaction at all times and to eliminate any potential clinical or security risks.
Please see job description for further details
Person Specification
QUALIFICATIONS / TRAINING
Essential
- GCSE English and Math 9-4 (or equivalent) or a good standard of education
- Able to demonstrate a commitment to undertaking on-going training to enable effective delivery of the service e.g. troubleshooting on IT Hardware, PC's, Printers and Software applications
- To demonstrate understanding of all mandatory training appropriate to the organisation
Desirable
- Working towards or achieved degree level or equivalent qualification in IT or equivalent experience in this area
- ITIL Foundation certification (work towards)
- Formal Training in any area covered by the job
- Forward Personal Development Plan
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Substantial experience working in an IT support environment
- Extensive experience with Office 365
- Good understanding of LAN and WAN technologies and Protocols, in particular TCP/IP
- A good understanding and working knowledge of PCs, printers and server products - hardware and software
- Experience of working with clinical and corporate systems
- Experience working in a customer service focused role
- Knowledge of confidentiality and data security
- Substantial knowledge of NHS systems and legacy healthcare applications within the I.T environment
Desirable
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Pro-active, flexible and enthusiastic individual
- Maturity, enthusiasm and the desire to provide a top-quality service
- Strong communication skills
- Ability to work under pressure and handle many different tasks at the same time
- Attention to detail, understand the importance of quality assurance
- The ability to demonstrate commitment to providing a high-quality customer service
- Time management skills and a flexible approach to working hours
- The ability to work in a team or independently where appropriate
- Work in teams and support less experienced IT Support Staff
- Maintain good working relationships with colleagues
- Ability to deal with customers and in particular those who believe that the organisation is not delivering a quality service
Person Specification
QUALIFICATIONS / TRAINING
Essential
- GCSE English and Math 9-4 (or equivalent) or a good standard of education
- Able to demonstrate a commitment to undertaking on-going training to enable effective delivery of the service e.g. troubleshooting on IT Hardware, PC's, Printers and Software applications
- To demonstrate understanding of all mandatory training appropriate to the organisation
Desirable
- Working towards or achieved degree level or equivalent qualification in IT or equivalent experience in this area
- ITIL Foundation certification (work towards)
- Formal Training in any area covered by the job
- Forward Personal Development Plan
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Substantial experience working in an IT support environment
- Extensive experience with Office 365
- Good understanding of LAN and WAN technologies and Protocols, in particular TCP/IP
- A good understanding and working knowledge of PCs, printers and server products - hardware and software
- Experience of working with clinical and corporate systems
- Experience working in a customer service focused role
- Knowledge of confidentiality and data security
- Substantial knowledge of NHS systems and legacy healthcare applications within the I.T environment
Desirable
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Pro-active, flexible and enthusiastic individual
- Maturity, enthusiasm and the desire to provide a top-quality service
- Strong communication skills
- Ability to work under pressure and handle many different tasks at the same time
- Attention to detail, understand the importance of quality assurance
- The ability to demonstrate commitment to providing a high-quality customer service
- Time management skills and a flexible approach to working hours
- The ability to work in a team or independently where appropriate
- Work in teams and support less experienced IT Support Staff
- Maintain good working relationships with colleagues
- Ability to deal with customers and in particular those who believe that the organisation is not delivering a quality service
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).
