Job summary
Currently there is an exciting opportunity within the NELFT Healthcare Informatics Team as a 2nd Line Support Analyst - 6 Months Fixed Term. The Post is located in CEME Centre - Havering. This role may require the post holder to travel to KENT when required.
The post holder will provide second level technical support for all ICT incidents reported by NELFT staff to the ICT Service Desk. The level of support provided to the ICT user base will ensure that maximum uptime of localised ICT systems is maintained, which will enable NELFT staff to make the best use of ICT systems during their daily work.The post holder will provide on-site as well as telephone support to users, in addition to assisting face-to-face walk-in clients, as and when required, consistently delivering a "client-focused" service which promotes excellent customer service and effective working relationships.
Previous applicants - If you have previously applied, please do not re-apply
Please also be advised that this role is fully office based, and not suitable for staff who require days working from home.
Main duties of the job
o Provide effective 2nd line end-user telephone, email, on site, and self-service support for ICT systems; including, but not limited to, Microsoft Windows operating systems, Microsoft Office Suites, off-the-shelf & bespoke applications, remote connectivity/VPN platforms and local/network printer support.o Resolve EPR functional issues.o Provide 1st line support as required. (including Triage Service)o Comprehensive logging of tickets and timely resolution of 1st and 2nd line issues.o Support end-users remotely, using available remote desktop software.o Provide relevant advice to staff on EPR related queries; e.g. subject access requests, sharing of information, legitimate relationships, consent to share, Registration Authority.o Maintain and oversee installation, configuration, maintenance and troubleshooting of end user workstations, hardware, software and peripheral devices, as well as manage tickets logged at the support desk, ensuring timely resolution in accordance with the agreed SLA's.o Provide day-to-day support of networks, servers and other infrastructure including Active Directory, Microsoft Exchange, Cisco phone system, etc.o Engage proactively with all clients in order to prevent reoccurring errors.o Take ownership of incidents, service requests and problem management where necessary.o Create and update technical documentation in line with departmental guidelines.
About us
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
High Cost Area Supplement
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,551 to a maximum of £5,735).
COVID-19 Vaccination
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.
We reserve the right to close this vacancy early should sufficient applications be received.
Job description
Job responsibilities
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.
Job description
Job responsibilities
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.
Person Specification
Communication and relationships
Essential
- Excellent verbal and written communication skills.
- Excellent interpersonal skills; communicates effectively at all levels with a variety of internal and external individuals, including clinicians.
- Good presentational skills; conveys complex concepts to colleagues and non-technical audiences in clear, concise language
- Significant experience of working in an IT customer support environment, and providing a high level of customer service
- Works well within a team
Knowledge
Essential
- Educated to degree level in IT-related subject or equivalent qualifications/ experience
- Excellent IT skills, especially Microsoft Office, Outlook, Word, Excel and PowerPoint
- Significant experience of providing 2nd line technical support.
- Significant experience of administering modern Microsoft operating systems.
- Significant experience of administering Microsoft Active Directory.
- Knowledge of ticket logging systems and exposure to incident and problem management
- Significant experience troubleshooting desktop hardware including computers & printers
Desirable
- ITIL Foundation Certificate or higher
- CompTIA A+ Certification or higher / equivalent
- MCITP Microsoft Certification or higher / equivalent
- Cisco CCNA Certification or higher / equivalent
Analytical/judgement
Essential
- Problem solving skills and ability to respond to sudden unexpected demands
- Ability to analyse complex facts and situations and develop a range of options
- Strong & methodical approach to troubleshooting technical issues
Planning and organising
Essential
- Adaptability, flexibility and ability to cope with uncertainty and change
Physical Skills
Essential
- Advanced keyboard use; high accuracy levels. Experience of inputting and manipulating data, experience of managing information into computer databases.
- Valid UK driving licence (clean)
Service Development
Essential
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions.
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
Reserach and development
Essential
- Implements IM&T policies for own area, proposing changes to IM&T user working practices and procedures e.g. when planning for new projects, changes in documentation for hardware support and application support.
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
Person Specification
Communication and relationships
Essential
- Excellent verbal and written communication skills.
- Excellent interpersonal skills; communicates effectively at all levels with a variety of internal and external individuals, including clinicians.
- Good presentational skills; conveys complex concepts to colleagues and non-technical audiences in clear, concise language
- Significant experience of working in an IT customer support environment, and providing a high level of customer service
- Works well within a team
Knowledge
Essential
- Educated to degree level in IT-related subject or equivalent qualifications/ experience
- Excellent IT skills, especially Microsoft Office, Outlook, Word, Excel and PowerPoint
- Significant experience of providing 2nd line technical support.
- Significant experience of administering modern Microsoft operating systems.
- Significant experience of administering Microsoft Active Directory.
- Knowledge of ticket logging systems and exposure to incident and problem management
- Significant experience troubleshooting desktop hardware including computers & printers
Desirable
- ITIL Foundation Certificate or higher
- CompTIA A+ Certification or higher / equivalent
- MCITP Microsoft Certification or higher / equivalent
- Cisco CCNA Certification or higher / equivalent
Analytical/judgement
Essential
- Problem solving skills and ability to respond to sudden unexpected demands
- Ability to analyse complex facts and situations and develop a range of options
- Strong & methodical approach to troubleshooting technical issues
Planning and organising
Essential
- Adaptability, flexibility and ability to cope with uncertainty and change
Physical Skills
Essential
- Advanced keyboard use; high accuracy levels. Experience of inputting and manipulating data, experience of managing information into computer databases.
- Valid UK driving licence (clean)
Service Development
Essential
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions.
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
Reserach and development
Essential
- Implements IM&T policies for own area, proposing changes to IM&T user working practices and procedures e.g. when planning for new projects, changes in documentation for hardware support and application support.
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
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).
