ICT Prisons Desktop Support Technician

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 Desktop Support Team Lead and ICT Service Desk 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 ICT Service Desk and ICT Prisons Team.

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 support in VoIP (IP telephony).

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.

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 other ICT teams as necessary.

To participate in the Trust IM&T on-call rota.

See attached detailed job description and person specification:

Staff benefits

Pay Enhancements 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.

27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years

Excellent pension

Cycle to work scheme

Salary sacrifice car scheme

Wellbeing programme

Blue Light Card Discounts

Person Specification

Education / Qualifications

Essential

• Evidence of knowledge development acquired through relevant specialist training courses, for example Microsoft Certified Training.

Desirable

• Microsoft Certification

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

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Greater Manchester Mental Health NHSFT

Address

Greater Manchester Mental Health NHS Foundation Trust

Prestwich

M25 3BL

Employer's website

https://www.gmmh.nhs.uk/ (Opens in a new tab)