Job summary
Due to promotion, we have an exciting opportunity for an experienced first line Digital technician looking to progress their career in a fast-past and challenging healthcare environment.
Reporting to the Customer Services Manager the post holder will provide 'second line' technical support to the Trust's Digital Health users.
The candidate will provide 'second line' technical support with regard to desktop computers, peripherals and applications. These tasks will include, but are not limited to, installation, maintenance, upgrades, fault diagnosis and repair. The candidate may be required to travel to the Trust's other sites for work purposes.
Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to work efficiently and professionally under pressure. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.
Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. Candidates will have gained or be working to achieve Microsoft or equivalent qualifications.
Candidates will celebrate the diversity of the Trust's communities, ensuring equality of access and treatment in employment and service delivery. To demonstrate a positive can do attitude at all times and drive the 'can do' attitude across the Department.
Main duties of the job
The candidate will be expected to provide 'second line' technical support with regard to desktop computers, peripherals and associated software packages. These tasks will include, but are not limited to, installation, maintenance, upgrades, fault diagnosis and repair. It is possible the candidate may be required to travel to the Trust's other sites for work purposes.
Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to work efficiently and professionally under pressure. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.
About us
Working within the Technical Support Team, the post holder will work closely with other Digital Health colleagues by providing (including but not limited to) technical expertise and guidance to the Service Desk Team, working with Infrastructure colleagues on hardware issues, working with Application Support and Development colleagues on software issues, as well as liaising with third party suppliers where required.
The post holder will positively and proactively contribute to the improvement of their own team's working processes. They will take the initiative to, in conjunction with other teams where appropriate, investigate and resolve problems which span across the boundaries of other Digital Health teams, and ensure documentation for processes is written and regularly updated.
The post holder must possess excellent communication skills and understand the importance of providing outstanding customer service. The post holder is required to work efficiently and professionally under pressure. The role requires strong organisational skills, and the ability to make decisions while balancing the varying priorities of open calls. Through personal example, open commitment and clear action, to value and celebrate the diversity of the Trust's communities, ensuring equality of access and treatment in employment and service delivery. To demonstrate a positive 'can do' attitude at all times and drive the 'can do' attitude across the Digital Health Department.
Job description
Job responsibilities
- Within own sphere of responsibility, ensure the Technical Analyst Team (second line support) achieve targets (e.g. Service Level Agreements) defined by the Customer Services Manager.
- Is required to manipulate complex data in order to provide regular management reports using the Service Desk Tool (Service Desk Plus).
- Providing specialist technical advice and training to users and team members. The post holder must be able to communicate highly complex technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
- Use technical knowledge to troubleshoot calls, provide advice and fault resolution in accordance with the Service Desk Service Level Agreements.
- Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
- To provide specialist advice to customers within the Trust on the efficient use of computer systems.
- Can accurately analyse customer requirements and configure hardware and software accordingly.
- Maintain ownership of calls and maintain communication with customers in order to achieve response targets defined by the Customer Services Manager.
- Assist in the monitoring of Trust infrastructure, raising support calls and escalating when appropriate.
- Actively seek to improve the level of customer service provided by the Service Desk in conjunction with the Customer Services Manager.
- To continually update technical expertise and knowledge of the Trusts infrastructure in order to support the Trusts strategy.
- Fully understand and comply with the Trusts Change Control process at all times.
- Responsible for monitoring the forward schedule of change in order to keep up-to-date with planned infrastructure outages. This information will be used by analysts to plan their workload accordingly.
- Utilise existing technologies to obtain and manipulate complex software/hardware information and to remotely administer systems.
- Using own judgement, gather detailed, complex and sensitive information and where appropriate input this accurately into the chosen Service Desk tool (Service Desk Plus).
- In conjunction with and under the guidance of the Customer Services Manager, plan the installation and extension of systems in a manner that is compatible with the business needs of the Trust.
- The post holder will be required to contribute to the formation of Trust-wide operational policy for the safe use of Information Systems. This will require working closely with the Customer Services Manager to ensure that the policies meet the needs of the business and also of safe operation.
- To resolve second level problems which have been escalated from the Infrastructure Manager or the Customer Service Manager, using own judgement to prioritise workload accordingly.
- The role requires the active participation in the development of the IT Department working methods, process, procedures and development of the service to ensure that changing business needs continue to be met.
- The post holder is expected to keep up to date with current and future developments of technology.
- Implement, document and review procedures and processes to improve second level functionality and store in an easily accessible central repository.
- Promote, champion and drive the use of IT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across the IT function. This will include the responsibility for owning and developing some of the ITIL processes.
- Responsible for ensuring that they are equipped with the necessary skills and resources to meeting changing and increasing demands.
- Responsible for the development and maintenance of their own Personal Development Plans (PDP). To ensure that the appraisal meetings be conducted at fixed, regular intervals in co-ordination with their line manager.
- Work in conjunction with the Customer Services Manager to facilitate the development of the Incident/Problem/Change Management process in order to manage the Service Desk against defined service level agreements and improve call resolution times.
- Responsible for ensuring that access to the central IT store is controlled at all times.
- Responsible for maintaining accurate stock level information.
- Responsible for booking all IT equipment in and out of the central IT store.
- To be aware of, and to adhere to, all Trust policies and procedures
- As a technical analyst the post holder will be a member of the on-call rota team.
- Any other duties which may be reasonably delegated.
Job description
Job responsibilities
- Within own sphere of responsibility, ensure the Technical Analyst Team (second line support) achieve targets (e.g. Service Level Agreements) defined by the Customer Services Manager.
- Is required to manipulate complex data in order to provide regular management reports using the Service Desk Tool (Service Desk Plus).
- Providing specialist technical advice and training to users and team members. The post holder must be able to communicate highly complex technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
- Use technical knowledge to troubleshoot calls, provide advice and fault resolution in accordance with the Service Desk Service Level Agreements.
- Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
- To provide specialist advice to customers within the Trust on the efficient use of computer systems.
- Can accurately analyse customer requirements and configure hardware and software accordingly.
- Maintain ownership of calls and maintain communication with customers in order to achieve response targets defined by the Customer Services Manager.
- Assist in the monitoring of Trust infrastructure, raising support calls and escalating when appropriate.
- Actively seek to improve the level of customer service provided by the Service Desk in conjunction with the Customer Services Manager.
- To continually update technical expertise and knowledge of the Trusts infrastructure in order to support the Trusts strategy.
- Fully understand and comply with the Trusts Change Control process at all times.
- Responsible for monitoring the forward schedule of change in order to keep up-to-date with planned infrastructure outages. This information will be used by analysts to plan their workload accordingly.
- Utilise existing technologies to obtain and manipulate complex software/hardware information and to remotely administer systems.
- Using own judgement, gather detailed, complex and sensitive information and where appropriate input this accurately into the chosen Service Desk tool (Service Desk Plus).
- In conjunction with and under the guidance of the Customer Services Manager, plan the installation and extension of systems in a manner that is compatible with the business needs of the Trust.
- The post holder will be required to contribute to the formation of Trust-wide operational policy for the safe use of Information Systems. This will require working closely with the Customer Services Manager to ensure that the policies meet the needs of the business and also of safe operation.
- To resolve second level problems which have been escalated from the Infrastructure Manager or the Customer Service Manager, using own judgement to prioritise workload accordingly.
- The role requires the active participation in the development of the IT Department working methods, process, procedures and development of the service to ensure that changing business needs continue to be met.
- The post holder is expected to keep up to date with current and future developments of technology.
- Implement, document and review procedures and processes to improve second level functionality and store in an easily accessible central repository.
- Promote, champion and drive the use of IT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across the IT function. This will include the responsibility for owning and developing some of the ITIL processes.
- Responsible for ensuring that they are equipped with the necessary skills and resources to meeting changing and increasing demands.
- Responsible for the development and maintenance of their own Personal Development Plans (PDP). To ensure that the appraisal meetings be conducted at fixed, regular intervals in co-ordination with their line manager.
- Work in conjunction with the Customer Services Manager to facilitate the development of the Incident/Problem/Change Management process in order to manage the Service Desk against defined service level agreements and improve call resolution times.
- Responsible for ensuring that access to the central IT store is controlled at all times.
- Responsible for maintaining accurate stock level information.
- Responsible for booking all IT equipment in and out of the central IT store.
- To be aware of, and to adhere to, all Trust policies and procedures
- As a technical analyst the post holder will be a member of the on-call rota team.
- Any other duties which may be reasonably delegated.
Person Specification
Qualifications
Essential
- Must hold (or be working towards) MCDST, MCITP or MCP (or equivalent)
- IT related qualifications/experience to degree level
Desirable
- ITIL Foundation Certificate
Experience
Essential
- At least 3 years IT experience
Desirable
- Experience of working as a Support Analyst following best practice (ITIL) within the NHS
Skills, knowledge and aptitude
Essential
- Able to manipulate data in line with Trust policies and procedures
- Able to update technical knowledge of the Trust's infrastructure
- Able to troubleshoot, resolve or escalate customer issues across a range of hardware and software
- A level of understanding regarding one or more computer systems (hardware or software)
- Ability to deal with problems and situations that require both controlled and sensitive resolution
- Ability to manage own time to balance reactive and proactive workload
- Building customer service - able to provide stakeholders with a positive experience of the service delivered
- Understand how customer service role fits within Trust's policies
- Able to make decisions and escalate where necessary
Desirable
- Knowledge of NHS working practices
- Thorough understanding of the ITIL process framework
Personal qualities
Essential
- Developing and Managing Self - able to enhance own skills and performance in the context of the organisation
- Developing and Maintaining Relationships - able to make working relationships harmonious and productive
- Attention to detail
- Understands importance of customer service and the role of good communication
- Works well under pressure
- Acts as a role model in IT
Other factors
Essential
- Satisfactory attendance record
- Satisfactory health check
Person Specification
Qualifications
Essential
- Must hold (or be working towards) MCDST, MCITP or MCP (or equivalent)
- IT related qualifications/experience to degree level
Desirable
- ITIL Foundation Certificate
Experience
Essential
- At least 3 years IT experience
Desirable
- Experience of working as a Support Analyst following best practice (ITIL) within the NHS
Skills, knowledge and aptitude
Essential
- Able to manipulate data in line with Trust policies and procedures
- Able to update technical knowledge of the Trust's infrastructure
- Able to troubleshoot, resolve or escalate customer issues across a range of hardware and software
- A level of understanding regarding one or more computer systems (hardware or software)
- Ability to deal with problems and situations that require both controlled and sensitive resolution
- Ability to manage own time to balance reactive and proactive workload
- Building customer service - able to provide stakeholders with a positive experience of the service delivered
- Understand how customer service role fits within Trust's policies
- Able to make decisions and escalate where necessary
Desirable
- Knowledge of NHS working practices
- Thorough understanding of the ITIL process framework
Personal qualities
Essential
- Developing and Managing Self - able to enhance own skills and performance in the context of the organisation
- Developing and Maintaining Relationships - able to make working relationships harmonious and productive
- Attention to detail
- Understands importance of customer service and the role of good communication
- Works well under pressure
- Acts as a role model in IT
Other factors
Essential
- Satisfactory attendance record
- Satisfactory health check
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).
