Job summary
The purpose of this role is to support and manage the implementation of new processes and technologies to aid the Digital Services Department and NCH&C Staff in achieving their objectives. A significant proportion of this role is to liaise between All Digital Services teams, Senior Digital and external providers.
The post demands an enthusiastic, highly motivated individual with a thorough technical understanding of interdependencies amongst configuration items. The post holder must be able to communicate this to a range of technical and non-technical audiences providing expert advice across all digital Service areas.
As well as the deployment of new technologies, this role will be required to troubleshoot technical issues and where necessary work with 3rd line teams to resolve customer issues.
Providing application/systems technical guidance and support to ensure all business processes operate with minimal disruption in line with the Digital Services SLA.
The post demands an enthusiastic, highly motivated individual with extensive experience and technical knowledge of the Trust's shared services sites infrastructure, existing remote working platforms and has a willingness to learn new technologies.
Main duties of the job
- Ensure that service desk calls are processed in accordance with SLA priorities
- May be asked to participate in the On-Call rota for P1 incidents.
- Ensure that any systems that fall within the remit of the team are being monitored and managed according to defined procedures, to ensure availability and support for SLA's and OLA's
- Ensure that services and systems provided by external suppliers or teams outside the Digital Services Department are being monitored and managed to ensure availability and support for SLA's and OLA's
- Ensure that dedication of resources to projects does not reduce levels of day to day service
- Ensure that changes can be accommodated within the technical and operational architectures
- Ensure that the Digital Services department as a whole is providing good customer service by working closely with other managers within the Digital Services Department to monitor and correct areas of weakness
- Contribute to the continuous improvement of the team and the department through identifying inefficiencies and proposing improved ways of working
- Strive to continually exceed customers' expectations for service
- Be proactive in keeping own skills up to date and keeping abreast of developments in technology
- Any other reasonable requirements of the role
About us
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
- Ensure that service desk calls are processed in accordance with SLA priorities
- Will participate in the On-Call rota for P1 incidents.
- Ensure that any systems that fall within the remit of the team are being monitored and managed according to defined procedures, to ensure availability and support for SLAs and OLAs
- Ensure that services and systems provided by external suppliers or teams outside the Digital Services Department are being monitored and managed to ensure availability and support for SLAs and OLAs
- Ensure that risks to the service are properly identified and managed
- Ensure that dedication of resources to projects does not reduce levels of day to day service
- Ensure that changes can be accommodated within the technical and operational architectures
- Ensure that forward planning is consistently performed to avoid degrading levels of service as a result of natural growth or changes within the operations side
- Ensure that the Digital Services department as a whole is providing good customer service by working closely with other managers within the Digital Services Department to monitor and correct areas of weakness
- Contribute to the continuous improvement of the team and the department through identifying inefficiencies and proposing improved ways of working
- Strive to continually exceed customers' expectations for service
- Be proactive in keeping own skills up to date and keeping abreast of developments in technology
- Any other reasonable requirements of the role
Job description
Job responsibilities
- Ensure that service desk calls are processed in accordance with SLA priorities
- Will participate in the On-Call rota for P1 incidents.
- Ensure that any systems that fall within the remit of the team are being monitored and managed according to defined procedures, to ensure availability and support for SLAs and OLAs
- Ensure that services and systems provided by external suppliers or teams outside the Digital Services Department are being monitored and managed to ensure availability and support for SLAs and OLAs
- Ensure that risks to the service are properly identified and managed
- Ensure that dedication of resources to projects does not reduce levels of day to day service
- Ensure that changes can be accommodated within the technical and operational architectures
- Ensure that forward planning is consistently performed to avoid degrading levels of service as a result of natural growth or changes within the operations side
- Ensure that the Digital Services department as a whole is providing good customer service by working closely with other managers within the Digital Services Department to monitor and correct areas of weakness
- Contribute to the continuous improvement of the team and the department through identifying inefficiencies and proposing improved ways of working
- Strive to continually exceed customers' expectations for service
- Be proactive in keeping own skills up to date and keeping abreast of developments in technology
- Any other reasonable requirements of the role
Person Specification
Qualifications
Essential
- 5 GCSEs, equivalent qualifications or equivalent knowledge gained through experience
- ITIL Service Management Foundation Certificate or equivalent knowledge gained through experience
- Any relevant Microsoft accredited qualifications or equivalent knowledge gained through experience
- Any relevant Cisco accredited qualifications or equivalent knowledge gained through experience
Desirable
- Any relevant project management qualifications
Experience
Essential
- At least 2 years experience of working in an LAN/WAN environment supporting 1,000+ users across multiple sites
- At least 3 years experience of supporting Windows-based networked PCs, providing both local applications and access to server-based critical business systems
- At least 1 years experience of working with computer hardware and peripherals or being responsible for delivering projects according to a project plan
- Good knowledge of networked Windows environments
- Good knowledge of Windows server environments
- Good knowledge of working with virtual server environments
- Good knowledge of Exchange
- Good knowledge of Cisco networking
- Good knowledge of backup technologies and methodologies
Skills, Abilities and Knowledge
Essential
- Clear, accurate written and verbal communication with experience of producing and presenting clear, concise reports
- Ability to communicate highly complex and highly contentious information in a clear manner, ensuring understanding with sensitivity
- Ability to reassure non-IM&T staff on complex IM&T issues
- Ability to constructively challenge & propose changes that will impact outside own area of responsibility
Communication
Essential
- Good interpersonal skills
- Good verbal and written communication skills including report writing , presentations and system specifications
- Self-motivated and confident with people
Personal and People Development
Essential
- Ability to build positive relationships and gain commitment from others
- Experience with dealing with people at all levels of the organisation
- Proven communication and interpersonal skills
- Ability to deal with conflict and assist with its resolution
- Demonstrate ability to manage and work to multiple and tight timescales under pressure
- Able to adapt to and support the changing needs of the service
- Ability to take on board new ideas, skills and knowledge
Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)
Essential
- Good ability to learn and work independently
- Develop processes and guides for other digital teams
Other
Essential
- Willing to work flexibly when required
- Self-motivated with the ability to motivate others
- Evidence of continued professional development
- Analytical thinker
- Proven organisational skills with excellent time management
- Proven ability to keep information confidential and provide and receive sensitive information in a responsible manner
Person Specification
Qualifications
Essential
- 5 GCSEs, equivalent qualifications or equivalent knowledge gained through experience
- ITIL Service Management Foundation Certificate or equivalent knowledge gained through experience
- Any relevant Microsoft accredited qualifications or equivalent knowledge gained through experience
- Any relevant Cisco accredited qualifications or equivalent knowledge gained through experience
Desirable
- Any relevant project management qualifications
Experience
Essential
- At least 2 years experience of working in an LAN/WAN environment supporting 1,000+ users across multiple sites
- At least 3 years experience of supporting Windows-based networked PCs, providing both local applications and access to server-based critical business systems
- At least 1 years experience of working with computer hardware and peripherals or being responsible for delivering projects according to a project plan
- Good knowledge of networked Windows environments
- Good knowledge of Windows server environments
- Good knowledge of working with virtual server environments
- Good knowledge of Exchange
- Good knowledge of Cisco networking
- Good knowledge of backup technologies and methodologies
Skills, Abilities and Knowledge
Essential
- Clear, accurate written and verbal communication with experience of producing and presenting clear, concise reports
- Ability to communicate highly complex and highly contentious information in a clear manner, ensuring understanding with sensitivity
- Ability to reassure non-IM&T staff on complex IM&T issues
- Ability to constructively challenge & propose changes that will impact outside own area of responsibility
Communication
Essential
- Good interpersonal skills
- Good verbal and written communication skills including report writing , presentations and system specifications
- Self-motivated and confident with people
Personal and People Development
Essential
- Ability to build positive relationships and gain commitment from others
- Experience with dealing with people at all levels of the organisation
- Proven communication and interpersonal skills
- Ability to deal with conflict and assist with its resolution
- Demonstrate ability to manage and work to multiple and tight timescales under pressure
- Able to adapt to and support the changing needs of the service
- Ability to take on board new ideas, skills and knowledge
Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)
Essential
- Good ability to learn and work independently
- Develop processes and guides for other digital teams
Other
Essential
- Willing to work flexibly when required
- Self-motivated with the ability to motivate others
- Evidence of continued professional development
- Analytical thinker
- Proven organisational skills with excellent time management
- Proven ability to keep information confidential and provide and receive sensitive information in a responsible manner
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).
