IT Support Technician

Job description

Job responsibilities

The IT Support Technician will have a key role in the ICE Ordercomms Programme. The post holder will provide IT support for hardware and software used across acute, community and mental health environments, ensuring systems are maintained and supported to the highest standards.

The post holder will support the resolution of IM&T support calls in a timely and efficient manner, performing installations, configurations, relocations and decommissioning of computer hardware and software; fault-finding and rectifying problems; tracking the progress of IT support calls and promoting good practice in the use of hardware, software and information governance.

The above will be carried out for the Trust in accordance with defined policies and procedures.

On occasions there will be a requirement to work outside normal hours to provide support or complete critical tasks.

Principle Duties and ResponsibilitiesInstallation, configuration, replacement and testing of new and repaired hardwareProcess complex and urgent IT support incidents in a timely fashion and ensuring appropriate response times are met.Analyse & diagnose computer hardware, software and network problemsInstallation, configuration and testing of softwareProvide advice to users on IT related issuesForm part of an IT team, logging faults from users onto Service Desk software and providing first time fix resolutions where appropriate.Provide remote access support where required

The postholder will :Communicate technical issues to non-technical people and owning the problem through to satisfactory resolution for the user; and will also include:Escalating unsolved problems to senior Technician/Team Leader and project team.Keeping users informed regarding status of outstanding problems by telephone, email, written and in person.Liaising with 3rd party suppliers regarding support of hardware/software and ensure users are kept up to date with progress.Communicating progress on project plans to relevant parties ensuring they are kept informed of progress via telephone, email or in meetings.Resolve IM&T problems by telephone / email / in person or to provide all the relevant information to the other IM&T support teams.Request guidance from Digital colleagues and escalate issues as appropriate when they are unclear as to the correct course of action.Give colleagues a positive and professional impression of the Digital Service and the organisation.Assist and empathise with colleagues who are frustrated / annoyed with an IM&T issue, in a calm, polite and professional manner.Communicate with project managers, suppliers and other teams to support the implementation of technical projects or development in IT from conception to implementation and Go-Live.Escalate any issues relating to the security of IT premises, e.g. Computer rooms, communications equipment and IT buildings.The postholder will be required to manage the planning and organisation of their own workload, including prioritisation. This will happen on a daily basis due to the nature of work and interruptions required to deal with unplanned events.Responsible for processing service requests in a timely fashion and in line with Service Level AgreementsWork with project managers, customers, supplier and other IT teams to support the implementation of the ICE Ordercomms programme.Assist other IT teams in projects within the programme at an appropriate level for postPrioritise and plan work in accordance with defined standards of service and other IM&T policies including Information Governance and Data Security.Contribute to service improvements initiatives and participate in the evaluation of new equipmentHandle confidential information in accordance with current policies and proceduresMaintain documentation and standard operating proceduresEnsure all supported systems comply with IM&T policies.Maintain a knowledge base of procedures and solutions to commonly reported faults.Shared responsibilities for the security of IT premises, eg computer rooms, comms and IT Buildings and office accommodationMaintain accurate and up-to-date inventory of hardware and software assets in different sites using relevant IM&T database when new equipment is installed, moved or disposed of, or transferred from another customer organisation, in line with Inventory & Computer Equipment Disposal Policy.The postholder will be responsible when dealing with requests from IT Service Desk for following Service Desk procedures. This includes updating status and notes for support calls along with detailed notes on progress and resolution information

Main duties undertaken by postholder will include:Support requests for faulty or poorly performing hardware or softwareAssist users in the resolution of IT problems or queriesOperational tasks e.g. resetting passwords, printing problems etc.Advice relating to IT issuesInstallation/replacement of hardware and softwareMaintenance of a knowledge base of procedures and solutions to commonly reported faults

Person Specification

Qualifications

Essential

• Good general level of education with a minimum of GCSE Maths and English A -- C.
• Educated to NVQ level 3 in IT related subject or equivalent gained through specific relevant experience

Desirable

• Microsoft MCDST or equivalent qualification
• BTEC in IM&T or information systems related subject or 2 years experience in an IM&T support role
• Microsoft MCP qualification
• ITIL Foundation
• NVQ in IT or Customer Service

Experience

Essential

• Fundamentals of Windows operating systems
• PC hardware, operating systems and applications software
• Microsoft Office and Internet applications
• Email clients
• Network Clients
• Good knowledge of the steps required to diagnose and resolve IM&T related faults/issues or willing to learn
• Experience of working in a user support environment for a minimum of 2 years
• Experience of working as part of a team from or other team working experience
• Excellent communication skills with the ability to communicate clearly and concisely in writing/verbally using appropriate language for the audience.
• Ability to convey technical information to a non-technical audience in a verbal or written form.
• Ability to obtain information or necessary facts from users to resolve IM&T issues either by telephone or in person
• Ability to document support requests accurately, and concisely with an appropriate level of detail within the service desk management system
• Listens to others' views
• Able to take instruction and direction and work effectively as part of a team.
• Ability to record and retrieve information accurately on paper/electronic records as appropriate.

Desirable

• NHS processes, policies and protocols
• Customer care
• Use of good questioning techniques

Additional Criteria

Essential

• Analytical & Judgement Skills
• Ability to problem solve
• Respecting and valuing individual needs.
• Ability to recognise and manage challenging situations in a calm and professional manner
• An awareness of customer/user requirements
• Able to remain calm under pressure
• Planning & Organising Skills
• Good organisational and administrative skills.
• Able to work on own initiative and also effectively as part of a team.
• Excellent organisational skills, ability to manage own time and plan timed activities.
• Ability to learn new procedures and processes and incorporate into the IM&T support environment.
• Able to work flexible hours to meet the needs of the service.
• Accurately follow documented procedures
• Personal qualities
• Enthusiastic
• Willing to learn
• Attention to detail
• Effective team work
• Good time keeping and attendance
• Advance keyboard skills
• Accurate data entry skills
• Compassionate and open minded
• Act in a ways that support Equality and Diversity.
• Drive and have access to a car or other private transport.

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.

Employer details

Employer name

Somerset NHS Foundation Trust

Address

Trustwide

The Crescent

Taunton

Somerset

TA1 4DY

Employer's website

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