Job summary
To provide a technical support to SWLP staff and services users on pathology IM&T assets; namely desktops, laptops, printers and other devices and associated infrastructure in use across the SWLP laboratory services, forming part of a team working across 6 laboratory provider sites. The core purpose of the team is to ensure optimum system availability and responsiveness of the system, whilst maintaining system security and integrity of data held across all of the systems.
To be an efficient and flexible member of the SWL Pathology team providing a consistently high quality and professional service to all users of the service.
Main duties of the job
Provide and receive highly complex information and liaise with staff at all levels to interpret requirements and explain technical issues and developments.
Complex facts or situations requiring analysis, interpretation, comparison of a range options.
To identify and support the technical delivery of solutions to laptops, desktops, smartphones and tablets.
To provide technical support for systems supported by the team such as software asset management, patch management and software deployment.
Ensure system checks are in place and being undertaken including local user access controls to ensure security of data.
To ensure that best practice guidance is followed in all disciplines and to promote a standardised approach to how each uses the various systems.
To implement new system developments and enhancements under the leadership of the Pathology IM&T Service Manager in a planned and structured manner, utilising change management control processes.
Where required to act as Devices Team Lead on designated projects following recognised project management processes ensuring project aims are met within resources and timelines.
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification for the main responsibilities for this role.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification for the main responsibilities for this role.
Person Specification
Qualifications and Training
Essential
- Degree or equivalent experience
- Minimum 2 years' experience in 1st & 2nd line IM&T support role in large, multi-user environment
- Strong Technical Experience - MCP
- Broad knowledge of computer system(s), hardware and software and networking acquired through diploma or equivalent experience/qualification
Desirable
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards
Knowledge and Experience
Essential
- Good knowledge of:- Microsoft Operating Systems and Microsoft Exchange 2010 with MS Outlook Microsoft Office products
- WAN / LAN TCP/IP/DNS, DHCP
- Remote access / VPN technology
- Endpoint encryption
- Antivirus and malware protection software
- Understanding of networking Infrastructure and Networking Directory Services
- Ability to provide specialist knowledge and advice within department and other organisations regarding technical environment and web and networking solutions
- Knowledge and experience in the use and configuration of Microsoft Windows Operating Systems
- Ability to work in a logical and structured way
- Self-motivated, proactive and flexible to changing needs
- Ability to work independently, whilst also effective within a team
- Ability to organise own work and meet deadlines, with competing demands.
- Enthusiastic Willing to learn Attention to detail
- Able to remain calm under pressure
- Understanding of a range of work procedures and practices, including nonroutine
- Experience supporting Printers and network printing
- Knowledge of call logging software.
Desirable
- Experience of improving work procedures and practices.
- Recognised Microsoft and other professional certification and/or course attendance.
- Experience of using helpdesk call logging systems.
- NHS/Public sector exposure
Skills and Abilities
Essential
- Excellent communication skills and able to liaise effectively with staff at all levels, both written and verbal.
- Able to explain ICT matters to non-IT staff
- Able to plan and organise a number of activities and continually reprioritise to meet changing deadlines and in response to unforeseen problems or events.
- Able to remain calm, polite, tactful and persuasive when problems occur
- Excellent standards of administration and record keeping
- Ability to plan and complete small scale projects
- Experience of supporting Microsoft Active Directory
- Good analytical and troubleshooting skills, including the ability to clarify a problem, seek all relevant information, detect trends and link cause and effect, and identify the critical issues in a complex situation
- Proficient with Microsoft Office (Word, Excel and Outlook.)
- Sound and up to date ICT skills
- Good client facing skills
- Proficient in the use of Internet based software
- Able to work effectively within a multidisciplinary team
Other relevant requirements
Essential
- Able to secure the cooperation of colleagues at all levels
- Willing to travel regularly within the local health community.
Desirable
- Awareness of developments in health IT
- Understanding and knowledge of health service information systems and the role of Information Governance.
Person Specification
Qualifications and Training
Essential
- Degree or equivalent experience
- Minimum 2 years' experience in 1st & 2nd line IM&T support role in large, multi-user environment
- Strong Technical Experience - MCP
- Broad knowledge of computer system(s), hardware and software and networking acquired through diploma or equivalent experience/qualification
Desirable
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards
Knowledge and Experience
Essential
- Good knowledge of:- Microsoft Operating Systems and Microsoft Exchange 2010 with MS Outlook Microsoft Office products
- WAN / LAN TCP/IP/DNS, DHCP
- Remote access / VPN technology
- Endpoint encryption
- Antivirus and malware protection software
- Understanding of networking Infrastructure and Networking Directory Services
- Ability to provide specialist knowledge and advice within department and other organisations regarding technical environment and web and networking solutions
- Knowledge and experience in the use and configuration of Microsoft Windows Operating Systems
- Ability to work in a logical and structured way
- Self-motivated, proactive and flexible to changing needs
- Ability to work independently, whilst also effective within a team
- Ability to organise own work and meet deadlines, with competing demands.
- Enthusiastic Willing to learn Attention to detail
- Able to remain calm under pressure
- Understanding of a range of work procedures and practices, including nonroutine
- Experience supporting Printers and network printing
- Knowledge of call logging software.
Desirable
- Experience of improving work procedures and practices.
- Recognised Microsoft and other professional certification and/or course attendance.
- Experience of using helpdesk call logging systems.
- NHS/Public sector exposure
Skills and Abilities
Essential
- Excellent communication skills and able to liaise effectively with staff at all levels, both written and verbal.
- Able to explain ICT matters to non-IT staff
- Able to plan and organise a number of activities and continually reprioritise to meet changing deadlines and in response to unforeseen problems or events.
- Able to remain calm, polite, tactful and persuasive when problems occur
- Excellent standards of administration and record keeping
- Ability to plan and complete small scale projects
- Experience of supporting Microsoft Active Directory
- Good analytical and troubleshooting skills, including the ability to clarify a problem, seek all relevant information, detect trends and link cause and effect, and identify the critical issues in a complex situation
- Proficient with Microsoft Office (Word, Excel and Outlook.)
- Sound and up to date ICT skills
- Good client facing skills
- Proficient in the use of Internet based software
- Able to work effectively within a multidisciplinary team
Other relevant requirements
Essential
- Able to secure the cooperation of colleagues at all levels
- Willing to travel regularly within the local health community.
Desirable
- Awareness of developments in health IT
- Understanding and knowledge of health service information systems and the role of Information Governance.
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).
