Job summary
Provide 2nd line technical support to end users
Maintain, support, and upgrade all desktop and mobile devices, systems and peripherals within the Royal Free London estate (Barnet and Chase Farm Hospitals, Royal Free Hospital and satellite sites).
Organise/attend meetings, provide technical lead and research during the implementation of projects, which also includes on-going support.
Identify & provide training to Hospital staff in use of trusts computer systems and software
Duties will include working towards meeting Service Level Agreements (SLA), repairing hardware faults, resolving software issues, implementing and testing new systems, , creating documentation on new and existing procedures/systems, ensuring Digital Services security standards are met and support the day to day IT requirements of the hospital.
Enforcing & monitor adherence to trusts Digital Services policies.
Review guidance, implement policies and standards set by NHS Digital.
Driving License is an advantage due to covering different sites.
Main duties of the job
Service Desk
- Provide 1st and 2nd line support by attending logged Service Desk calls, identifying and resolving the incident if possible, or escalating the call as appropriate.
- Update incidents and requests in ITSM ticket system and maintain an accurate log of all action.
- Perform hardware repairs to faulty equipment
- Resolve hardware, software & user errors
- Train users in ttrusts computer systems
- Keep system users informed of all progress made regarding their logged call.
- Liaise with 3rd party support organisations to resolve issues & reach standards as set out in the trusts SLA
- Install hardware such as PCs, printers, scanners, PC components, projectors, monitors, etc
- Installation of software
NHSmail
- Administrate active accounts, set-up new accounts and remove old accounts.
- Local Organisation Administrator Role (LOA) - National NHS Role
Installations
- Install new hardware/software
- Move/remove hardware/software where required
- Update asset database of any changes
- Upgrade hardware/software as requiredRetire devices from systems when reached end of life
- License management
Networking
- Patch desktops to trust network
- Troubleshoot network connectivity issues
- Liaise with Network team when required
Administration
- Create manuals and user guides on trust systems
- Create documentation
- Obtain competitive quotations for IT equipment
- Represent IT department in meetings
About us
Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.
Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers' money, being safe and meeting our external duties, and building a strong organisation.
Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.
Job description
Job responsibilities
Service Desk
- Provide 1st and 2nd line support by attending logged Service Desk calls, identifying and resolving the incident if possible, or escalating the call as appropriate.
- Update incidents and requests in ITSM ticket system and maintain an accurate log of all action.
- Perform hardware repairs to faulty equipment
- Resolve hardware, software & user errors
- Train users in ttrusts computer systems
- Keep system users informed of all progress made regarding their logged call.
- Liaise with 3rd party support organisations to resolve issues & reach standards as set out in the trusts SLA
- Install hardware such as PCs, printers, scanners, PC components, projectors, monitors, etc
- Installation of software
NHSmail
- Administrate active accounts, set-up new accounts and remove old accounts.
- Local Organisation Administrator Role (LOA) National NHS Role
Installations
- Install new hardware/software
- Move/remove hardware/software where required
- Update asset database of any changes
- Upgrade hardware/software as requiredRetire devices from systems when reached end of life
- License management
Networking
- Patch desktops to trust network
- Troubleshoot network connectivity issues
- Liaise with Network team when required
Administration
- Create manuals and user guides on trust systems
- Create documentation
- Obtain competitive quotations for IT equipment
- Represent IT department in meetings
Projects
- Take technical lead role/lead role in projects
- Asses IT requirements for projects
- Obtain competitive prices for I.T. equipment
- Maintain up-to-date documentation on projects
- Attend project meetings
- Input into and follow Project Initiation Document (PID)
- Ensure that deadlines are met, and if not, report why the deadline was not met and what can be done differently to meet future deadlines
- Communicate with end users of the system to get system feedback
- Review any problems during the project, escalate to the project manager and look at how things could be done differently in future projects
- Configure, test and install IT equipment when required.
- Troubleshoot and resolve implementation issues on project rollout and provide on-going support.
- Attend NHS regional/national seminars, meetings and training
- Update IT staff in regards to on-going projects and advise them of any changes. Inform them of any changes in their standard working practices that may be needed.
- Implementation of new systems
- Investigate the impact that new systems will have on existing systems & network
- Liaise with other NHS organisations that have similar systems in place
- Test new systems in a non-live environment where possible
- Communicate any changes to end users systems via global e-mails, intranet site or news letters
Job description
Job responsibilities
Service Desk
- Provide 1st and 2nd line support by attending logged Service Desk calls, identifying and resolving the incident if possible, or escalating the call as appropriate.
- Update incidents and requests in ITSM ticket system and maintain an accurate log of all action.
- Perform hardware repairs to faulty equipment
- Resolve hardware, software & user errors
- Train users in ttrusts computer systems
- Keep system users informed of all progress made regarding their logged call.
- Liaise with 3rd party support organisations to resolve issues & reach standards as set out in the trusts SLA
- Install hardware such as PCs, printers, scanners, PC components, projectors, monitors, etc
- Installation of software
NHSmail
- Administrate active accounts, set-up new accounts and remove old accounts.
- Local Organisation Administrator Role (LOA) National NHS Role
Installations
- Install new hardware/software
- Move/remove hardware/software where required
- Update asset database of any changes
- Upgrade hardware/software as requiredRetire devices from systems when reached end of life
- License management
Networking
- Patch desktops to trust network
- Troubleshoot network connectivity issues
- Liaise with Network team when required
Administration
- Create manuals and user guides on trust systems
- Create documentation
- Obtain competitive quotations for IT equipment
- Represent IT department in meetings
Projects
- Take technical lead role/lead role in projects
- Asses IT requirements for projects
- Obtain competitive prices for I.T. equipment
- Maintain up-to-date documentation on projects
- Attend project meetings
- Input into and follow Project Initiation Document (PID)
- Ensure that deadlines are met, and if not, report why the deadline was not met and what can be done differently to meet future deadlines
- Communicate with end users of the system to get system feedback
- Review any problems during the project, escalate to the project manager and look at how things could be done differently in future projects
- Configure, test and install IT equipment when required.
- Troubleshoot and resolve implementation issues on project rollout and provide on-going support.
- Attend NHS regional/national seminars, meetings and training
- Update IT staff in regards to on-going projects and advise them of any changes. Inform them of any changes in their standard working practices that may be needed.
- Implementation of new systems
- Investigate the impact that new systems will have on existing systems & network
- Liaise with other NHS organisations that have similar systems in place
- Test new systems in a non-live environment where possible
- Communicate any changes to end users systems via global e-mails, intranet site or news letters
Person Specification
Royal Free World Class Values
Essential
- Demonstrable ability to meet the Trust Values
Education & professional Qualifications
Essential
- Qualified to MSCE level or equivalent
Desirable
- Educated to GCSE standard or equivalent
Experience
Essential
- Two years demonstrable experience working in a desktop support environment
Person Specification
Royal Free World Class Values
Essential
- Demonstrable ability to meet the Trust Values
Education & professional Qualifications
Essential
- Qualified to MSCE level or equivalent
Desirable
- Educated to GCSE standard or equivalent
Experience
Essential
- Two years demonstrable experience working in a desktop support environment
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).
