Job summary
To work within the ICT Prisons Support team, supporting the desktop and networking estate withing all HM Prisons. This involves supporting around 1000 staff at 9 Prisons location, although these numbers are subject to change.
Successful applicants will also require to be successfully vetted to achieve HMP Enhanced Security clearance before they can be awarded the post.
Main duties of the job
Support GMMH staff in Prisons with all ICT faults, including desktop hardware and software, network hardware and providing help and advice.
This will require a good technical knowledge, great interpersonal and communication skills and the ability to manage your own workload, escalating issues to managers so that they can be handled before becoming a major problem.
Candidates should be aware that this role primarily involves working onsite in various HM Prisons around the Northwest.
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over 10,000members of staff, who deliver services from more than160locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Job description
Job responsibilities
To identify and analyse a range of IT problems and take the most appropriate method of resolution liaising with the ICT Prisons Manager as necessary. To follow department procedures for routine IT problems, use own initiative for complex IT problems and know when to refer for highly complex/sensitive IT problems. To provide telephone, and on-site support service to staff within the Trust. To provide a point of technical escalation and technical support to the IT Service Desk. To proactively assist departments in the development of their IT use in line with clinical requirements. Good customer facing skills are essential. To provide high quality technical support as required, to all users connected to the customers IT environment using diagnostic tools and fault finding techniques to identify root causes. To fix diagnose faults where feasible or to recommend appropriate solutions acknowledging and describing the implications for the end customer and for the internal IT teams. To assist with documenting all operational processes and procedures for designated services. To perform set-up and configuration and maintenance tasks on end user devices in accordance with the overarching IT service delivery plan. To contribute to management reports and undertake service level targeting and reporting as and when required. Provide a structured approach to diagnosing, assimilating and critically interpreting operational objectives, risks, and issues. Investigate, diagnose, test and resolve faults/problems from internal/external stakeholders to a satisfactory conclusion. Analyse and design processes to ensure that specifications / guidance continue to meet the needs of users. Liaising with customers on the specifying and procurement of computer and information technology equipment and related goods and services. Managing the commissioning and decommissioning of both hardware and software including the co-ordination of installations and moves, liaising with all relevant personnel including Facilities staff. Responsible for the training and development of staff working in the service areas, when assisting them with IT support. To provide cover for the first line operational service as necessary. To participate in the Trust IM&T on-call rota.
Please see attached Job Description and Person Specification for full details.
Job description
Job responsibilities
To identify and analyse a range of IT problems and take the most appropriate method of resolution liaising with the ICT Prisons Manager as necessary. To follow department procedures for routine IT problems, use own initiative for complex IT problems and know when to refer for highly complex/sensitive IT problems. To provide telephone, and on-site support service to staff within the Trust. To provide a point of technical escalation and technical support to the IT Service Desk. To proactively assist departments in the development of their IT use in line with clinical requirements. Good customer facing skills are essential. To provide high quality technical support as required, to all users connected to the customers IT environment using diagnostic tools and fault finding techniques to identify root causes. To fix diagnose faults where feasible or to recommend appropriate solutions acknowledging and describing the implications for the end customer and for the internal IT teams. To assist with documenting all operational processes and procedures for designated services. To perform set-up and configuration and maintenance tasks on end user devices in accordance with the overarching IT service delivery plan. To contribute to management reports and undertake service level targeting and reporting as and when required. Provide a structured approach to diagnosing, assimilating and critically interpreting operational objectives, risks, and issues. Investigate, diagnose, test and resolve faults/problems from internal/external stakeholders to a satisfactory conclusion. Analyse and design processes to ensure that specifications / guidance continue to meet the needs of users. Liaising with customers on the specifying and procurement of computer and information technology equipment and related goods and services. Managing the commissioning and decommissioning of both hardware and software including the co-ordination of installations and moves, liaising with all relevant personnel including Facilities staff. Responsible for the training and development of staff working in the service areas, when assisting them with IT support. To provide cover for the first line operational service as necessary. To participate in the Trust IM&T on-call rota.
Please see attached Job Description and Person Specification for full details.
Person Specification
Education / Qualifications
Essential
- Evidence of knowledge development acquired through relevant specialist training courses, for example Microsoft Certified Training.
Desirable
Experience
Essential
- Evidence of experience of working in an IT technical environment including a range of experience and knowledge of end user hardware and software installation, configuration and support.
Desirable
- Previous experience in NHS IT
Skills and Abilities
Essential
- Demonstrable knowledge of time management skills
- Ability to work on own initiative, plan and organise work with under supervision.
- Ability to organise and prioritise workload, working to key objectives and delegate effectively.
- Ability to work effectively within a team.
- Ability to organise and prioritise workload, working to key objectives and delegate effectively
- Be able to establish effective relationships with a wide variety of staff.
Knowledge
Essential
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands.
- Knowledge and experience of Windows operating systems
- Knowledge and experience of Microsoft 365, MS Teams, Active Directory administration and support
Desirable
- Knowledge and experience of network technologies.
Person Specification
Education / Qualifications
Essential
- Evidence of knowledge development acquired through relevant specialist training courses, for example Microsoft Certified Training.
Desirable
Experience
Essential
- Evidence of experience of working in an IT technical environment including a range of experience and knowledge of end user hardware and software installation, configuration and support.
Desirable
- Previous experience in NHS IT
Skills and Abilities
Essential
- Demonstrable knowledge of time management skills
- Ability to work on own initiative, plan and organise work with under supervision.
- Ability to organise and prioritise workload, working to key objectives and delegate effectively.
- Ability to work effectively within a team.
- Ability to organise and prioritise workload, working to key objectives and delegate effectively
- Be able to establish effective relationships with a wide variety of staff.
Knowledge
Essential
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands.
- Knowledge and experience of Windows operating systems
- Knowledge and experience of Microsoft 365, MS Teams, Active Directory administration and support
Desirable
- Knowledge and experience of network technologies.
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).
