Job summary
ICT Technical Support OfficerBand 337.5 hours per week
Tameside & Glossop Integrated Care NHS Foundation Trust is looking to recruit an ICT Technical Support Officer.
You will be working on the service desk based at the Tameside General Hospital site providing first-line support to the organisation's computer users.
The role involves the following activities:
- Logging, monitoring and escalating of incidents & service requests through to resolution; using technical knowledge, skills and experience based on ITIL best practice.
- Maintaining Incident and Service Requests, logging, monitoring and diagnosing ICT issues for all organisational systems.
- Resolving basic incidents and service requests at first point of contact.
- Escalating calls, when required, to second and third line support as appropriate.
We are seeking a reliable, energetic individual to provide an efficient and effective service as an ICT Technical Support Officer. The successful candidate must have excellent verbal and written communication skills with a broad understanding of PCs and related hardware.
This role is a full time, permanent position, working Monday-Friday on a shift rota within the hours of 7.30-6.00pm.
Main duties of the job
Acting as the hub for all ICT related queries, incidents, and requests, the service desk are the focal point for the Trust's ICT support and delivery service. ICT Technical Support Officers are responsible for ensuring all incidents, requests, and communications are recorded and managed effectively. Through a structured development and trainingprogramme, provide first line support for computer users and central computer systems with theaid of ICT service management tools and network support software.The post holder will also participate in a technical rotation with thesecond tiertechnical team.
This role is vital in ensuring that excellent management of incidents support the Trust vision in maintaining that patients are at the heart of everything we do.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
SECTION 1- MAIN RESPONSIBILITIES:
- To provide excellent first line operational support to calls for assistance from users of all the Trusts computer systems and networks to support ITIL guidelines.
- Participate in technical rotations with the second line team
- Handle queries by telephone, email, through the portal, and face to face from Trust staff and external parties to provide detailed reports, advice, guidance, and resolutions for IT supported incidents and problems
- Demonstrate robust data quality is kept at all times on IT service management tools
- To report any identified risks whether IT related or not
- To provide documented processes where none exists, and improve and update any existing documentation to ensure continual improvement
- To update support calls onto the IT service management tool
- To work to Trust agreed service levels to support excellent customer service and processes
- To assist in maintaining the asset register of computer and network equipment within the service desk function.
- Ensure that the IT service desk meets and seeks to improve the IT service desk performance targets.
- Assist in the monitoring and progress of third party resolutions of reported fault calls and queries, against contracted service level agreements.
- To liaise with senior IT support staff on faults, queries and escalation of calls.
- To liaise with the Systems Team on logging and resolving clinical system application calls.
- To report any security breaches within the Trust not limited to IT services.
- Assessing the impact and urgency to the business so that appropriate service levels are applied.
- Perform operational procedures and ad hoc routines on any of the central systems.
- To provide administrative support for the department when necessary.
- To assist in the setting up of users, accounts and mailboxes for users of the Trust network and systems.
- Assist in the disposal of IT equipment, adhering to the Trusts disposal policy and departmental procedures.
- Be responsible for the security of all IT buildings and asset.
- Assist in the responsibility of ensuring IT cabinets housed within the hospital site are maintained and left secure.
- Be aware of the security of all removable IT stock held within the department and on the hospital campus.
- To monitor the use of and replenish computer consumables.
- To keep abreast of new technologies i.e. PC hardware, software etc.
- To attend and actively participate in Trust and IT related courses
SECTION 2- KNOWLEDGE AND SKILLS Undertake training and development to enhance existing skills, as and when required by your line manager.
Keep up to date with departmental and Trust information, by attending meetings, seminars, reading appropriate communications and discussions with colleagues.
Be able to communicate at all levels of the organisation including understanding speech and languages difficulties either on the telephone or face to face.
Be able to analyse information and/or make decisions about the next course of action. Be able to identify faults on hardware and software and fix or escalate in line with IT helpdesk procedures.
Ability to communicate with Trust employees and external organisations complex analytical information. This may include fault reports, diagnoses and relevant event logs etc.
Required to use manual tools such as screwdrivers, pliers and others, to enable the fixing, repairing and building of IT equipment and components.
Required to use specialist software tools for the manipulation of data, fault diagnosis and repair of IT software/hardware.
Occasional use of post holder personal vehicle to attend external meetings, open days or training courses and seminars.
Be aware of the Major Incident Plan procedures, ensuring that the Major Incident Plan equipment is ready and fully operational.
SECTION 3- EFFORT AND ENVIRONMENT
Required to have good keyboard skills, and extended knowledge on the use of VDU equipment.
Portering of IT equipment including the use of a trolley and pallet truck.
Occasional heavy lifting of condemned equipment into the disposal repositories.
Sporadic work which can be office based or out and about, sometimes at very short notice. Required to fill in IT logs and reports regarding daily duties or incidents.
Must be fully aware of the use of Asbestos.
Must be aware of electrical requirements and basic building regulations, consulting with estates on location of services etc.
Occasionally required to work within main or backup computer rooms which can be noisy and often cold.
Occasionally required to work within the switch room, ducts and other dusty or dirty confined areas.
Will be required to work alone, in all areas where IT equipment is located.
Occasionally required to work irregular hours, in order to meet the demand of Service.
Required to use ladders or steps.
Job description
Job responsibilities
SECTION 1- MAIN RESPONSIBILITIES:
- To provide excellent first line operational support to calls for assistance from users of all the Trusts computer systems and networks to support ITIL guidelines.
- Participate in technical rotations with the second line team
- Handle queries by telephone, email, through the portal, and face to face from Trust staff and external parties to provide detailed reports, advice, guidance, and resolutions for IT supported incidents and problems
- Demonstrate robust data quality is kept at all times on IT service management tools
- To report any identified risks whether IT related or not
- To provide documented processes where none exists, and improve and update any existing documentation to ensure continual improvement
- To update support calls onto the IT service management tool
- To work to Trust agreed service levels to support excellent customer service and processes
- To assist in maintaining the asset register of computer and network equipment within the service desk function.
- Ensure that the IT service desk meets and seeks to improve the IT service desk performance targets.
- Assist in the monitoring and progress of third party resolutions of reported fault calls and queries, against contracted service level agreements.
- To liaise with senior IT support staff on faults, queries and escalation of calls.
- To liaise with the Systems Team on logging and resolving clinical system application calls.
- To report any security breaches within the Trust not limited to IT services.
- Assessing the impact and urgency to the business so that appropriate service levels are applied.
- Perform operational procedures and ad hoc routines on any of the central systems.
- To provide administrative support for the department when necessary.
- To assist in the setting up of users, accounts and mailboxes for users of the Trust network and systems.
- Assist in the disposal of IT equipment, adhering to the Trusts disposal policy and departmental procedures.
- Be responsible for the security of all IT buildings and asset.
- Assist in the responsibility of ensuring IT cabinets housed within the hospital site are maintained and left secure.
- Be aware of the security of all removable IT stock held within the department and on the hospital campus.
- To monitor the use of and replenish computer consumables.
- To keep abreast of new technologies i.e. PC hardware, software etc.
- To attend and actively participate in Trust and IT related courses
SECTION 2- KNOWLEDGE AND SKILLS Undertake training and development to enhance existing skills, as and when required by your line manager.
Keep up to date with departmental and Trust information, by attending meetings, seminars, reading appropriate communications and discussions with colleagues.
Be able to communicate at all levels of the organisation including understanding speech and languages difficulties either on the telephone or face to face.
Be able to analyse information and/or make decisions about the next course of action. Be able to identify faults on hardware and software and fix or escalate in line with IT helpdesk procedures.
Ability to communicate with Trust employees and external organisations complex analytical information. This may include fault reports, diagnoses and relevant event logs etc.
Required to use manual tools such as screwdrivers, pliers and others, to enable the fixing, repairing and building of IT equipment and components.
Required to use specialist software tools for the manipulation of data, fault diagnosis and repair of IT software/hardware.
Occasional use of post holder personal vehicle to attend external meetings, open days or training courses and seminars.
Be aware of the Major Incident Plan procedures, ensuring that the Major Incident Plan equipment is ready and fully operational.
SECTION 3- EFFORT AND ENVIRONMENT
Required to have good keyboard skills, and extended knowledge on the use of VDU equipment.
Portering of IT equipment including the use of a trolley and pallet truck.
Occasional heavy lifting of condemned equipment into the disposal repositories.
Sporadic work which can be office based or out and about, sometimes at very short notice. Required to fill in IT logs and reports regarding daily duties or incidents.
Must be fully aware of the use of Asbestos.
Must be aware of electrical requirements and basic building regulations, consulting with estates on location of services etc.
Occasionally required to work within main or backup computer rooms which can be noisy and often cold.
Occasionally required to work within the switch room, ducts and other dusty or dirty confined areas.
Will be required to work alone, in all areas where IT equipment is located.
Occasionally required to work irregular hours, in order to meet the demand of Service.
Required to use ladders or steps.
Person Specification
Experience
Essential
- Awareness of Windows desktop O/S
- Relevant experience in an IT or customer service related environment.
Desirable
- Desktop software & hardware configuration
- Knowledge of ITIL processes
Qualifications
Essential
- Educated to GCSE standard or equivalent
Skills & Knowledge:
Essential
- Experience of PC & Peripheral hardware components
- Good knowledge of Microsoft Office systems
Other Factors
Essential
- Enthusiastic and self-motivated
Person Specification
Experience
Essential
- Awareness of Windows desktop O/S
- Relevant experience in an IT or customer service related environment.
Desirable
- Desktop software & hardware configuration
- Knowledge of ITIL processes
Qualifications
Essential
- Educated to GCSE standard or equivalent
Skills & Knowledge:
Essential
- Experience of PC & Peripheral hardware components
- Good knowledge of Microsoft Office systems
Other Factors
Essential
- Enthusiastic and self-motivated
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
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).
