Job summary
This post is responsible for the management, investigation and resolution of a range of IM&T issues within the local health economy.
The post will primarily provide 2nd line technical support for desktop infrastructure, software application and related technologies.
Main duties of the job
Please be aware that a valid full UK driving license is required for this role.
- Primarily provide second line IT support through both remote and on-site support functions to S&SHIS customer organisations and their users.
- Provide a customer focused IM&T support within the organisations served by the S&SHIS.
- Work with 3rd party support contacts to resolve technical problems with desktop computing equipment and software to minimise disruption to customer systems.
- Responsible for the installation and configuration of new computing equipment, peripherals and software on behalf of customers.
- Accurately document and maintain records of additions, modifications or removals of components of the ICT Infrastructure and IT user accounts and system rights in the appropriate Information Systems
- Manage incidents including logging and closing calls and systems configuration within the HIS service management software.
- Deliver a high standard of customer service in a professional manner.
- Responsible for the maintenance, and repair of hardware and software applications/information systems to meet the needs of the customers and the business.
- Accurately audit, document and maintain records of additions, modifications or removals of components of the ICT Infrastructure.
- Provide advice and guidance to users and other IT professionals on IT policy and procedures.
- Provide technical supervision to junior members of staff.
About us
Staffordshire and Shropshire Health Informatics Service (S&SHIS) is a shared service hosted by Midlands Partnership NHS Foundation Trust. We provide a portfolio of IT services to NHS organisations across the Staffordshire and Shropshire health economy.
We are looking to recruit an enthusiastic individual to work in our 2nd Line Support Team, based at Lawton House in Trentham. This post is responsible for the management, investigation and resolution of a range of IM&T issues within the local health economy. The post will primarily provide 2nd line technical support for desktop infrastructure, software application and related technologies.
The post falls within the AFC pay structure, with a starting salary of £25,147, then annual increments up to £27,596.
The successful applicant must have a full UK category B driving license, as travel to other locations across Staffordshire/Shropshire will be required on a regular basis.
All essential requirements for applicants are outlined in the Person Specification.
Job description
Job responsibilities
Systems and equipment
- Responsible for the installation, maintenance, repair and safe use of expensive hardware and software on a day-to-day basis on behalf of customers.
Decisions and judgements
- Work is mostly performed with some supervision and requires initiative and judgement when dealing with the wide range of IM&T issues.
- The post holder will be expected to adapt practice to meet individual customer requirements, independently analysing situations and taking into consideration facts and interpreting these appropriately when problem solving.
- Perform options appraisals in order to compare a range of options related to the resolution of technical problems.
Communication and relationships
- The post holder must employ excellent communication skills both verbal and written particularly when communicating complex IM&T related information to own peer groups, non-technical staff, customers and suppliers.
- The post holder must employ excellent communication skills as there are often complicated and technical barriers to communication.
- Post holder will need to use tact, persuasion and diplomacy when explaining IT related problems to customers that may be inconvenienced.
- Comprehend technical IT issues as described by customers, peer group and external suppliers in verbal and written form.
Physical demands of the job
- Advanced keyboard skills: must have a highly developed skill in the use of computer keyboards to ensure data entry is both accurate and timely.
- Continuous VDU use for long period of time and sitting in a restricted position.
- Must have an ability to use fine tools when dealing with internals on hardware and other technical equipment.
- May be required to occasionally carry or move equipment without aids. E.g. personal computers and printers.
- May occasionally be required to work in a dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cabling runs.
- Frequent requirement to use road transportation.
Most Challenging/difficult parts of the job
- Frequent requirement for prolonged periods of concentration e.g. during a major incident.
- Maintaining specialist knowledge of a range of ever-changing IT software, hardware and infrastructure.
- Occasional interruptions resulting from day to day queries and issues.
- A high level of concentration is required on a daily basis to maintain accuracy of solutions being implemented sometimes for extended periods of time.
- Making decisions in the field with available backup and support that can affect the availability of clinical systems used in the provision of patient care.
Freedom to act
- Required to act independently within the departmental guidelines and decide when it is necessary to escalate issues and problems to a supervisor or a more senior technical person.
- Must work within defined departmental and national protocols/policies and professional code of conduct.
General
- Undertake such other duties as may be required from time to time in accordance with the nature and grading of the post.
Job description
Job responsibilities
Systems and equipment
- Responsible for the installation, maintenance, repair and safe use of expensive hardware and software on a day-to-day basis on behalf of customers.
Decisions and judgements
- Work is mostly performed with some supervision and requires initiative and judgement when dealing with the wide range of IM&T issues.
- The post holder will be expected to adapt practice to meet individual customer requirements, independently analysing situations and taking into consideration facts and interpreting these appropriately when problem solving.
- Perform options appraisals in order to compare a range of options related to the resolution of technical problems.
Communication and relationships
- The post holder must employ excellent communication skills both verbal and written particularly when communicating complex IM&T related information to own peer groups, non-technical staff, customers and suppliers.
- The post holder must employ excellent communication skills as there are often complicated and technical barriers to communication.
- Post holder will need to use tact, persuasion and diplomacy when explaining IT related problems to customers that may be inconvenienced.
- Comprehend technical IT issues as described by customers, peer group and external suppliers in verbal and written form.
Physical demands of the job
- Advanced keyboard skills: must have a highly developed skill in the use of computer keyboards to ensure data entry is both accurate and timely.
- Continuous VDU use for long period of time and sitting in a restricted position.
- Must have an ability to use fine tools when dealing with internals on hardware and other technical equipment.
- May be required to occasionally carry or move equipment without aids. E.g. personal computers and printers.
- May occasionally be required to work in a dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cabling runs.
- Frequent requirement to use road transportation.
Most Challenging/difficult parts of the job
- Frequent requirement for prolonged periods of concentration e.g. during a major incident.
- Maintaining specialist knowledge of a range of ever-changing IT software, hardware and infrastructure.
- Occasional interruptions resulting from day to day queries and issues.
- A high level of concentration is required on a daily basis to maintain accuracy of solutions being implemented sometimes for extended periods of time.
- Making decisions in the field with available backup and support that can affect the availability of clinical systems used in the provision of patient care.
Freedom to act
- Required to act independently within the departmental guidelines and decide when it is necessary to escalate issues and problems to a supervisor or a more senior technical person.
- Must work within defined departmental and national protocols/policies and professional code of conduct.
General
- Undertake such other duties as may be required from time to time in accordance with the nature and grading of the post.
Person Specification
Qualifications
Essential
- Foundation Degree/HND or extensive and relevant work experience.
- Advance ECDL or equivalent.
- Foundation Certificate in ITIL Service Management.
- Attendance at Microsoft accredited training for Supporting and Troubleshooting Windows 10.
Desirable
- Degree in an IT related subject.
- Intermediate Certificate ITIL Service Management (Service Operation) or equivalent level of knowledge, skills and experience.
- Microsoft Certified Professional qualification.
- Formal Customer Service Training.
Other Job Requirements
Essential
- To be mobile across all Geographical areas supported by S&SHIS (mainly but not restricted to Staffordshire and Shropshire).
- Vehicle driver - Full UK Driving License (S&SHIS supplied where available).
Experience
Essential
- Experience of working in a Service Desk/IT Support role.
- Experience of working in a Microsoft based technical support role.
- Experience of working with current Microsoft Operating systems.
- Experience of supporting current Microsoft desktop applications.
Desirable
- Experience in Healthcare IT.
- Experience of Supporting current Microsoft networking technologies.
- Experience of supporting current and evolving thin client technologies.
- Experience of working with Enterprise Management tools such as Microsoft System Centre, including package design and successful deployment.
Skills, Knowledge & Abilities
Essential
- Capable of working as a self- contained, self-motivated employee yet also able to work as a team and support colleagues when necessary.
- Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
- Capable of sustained high-quality effort over long periods.
- Knowledge of supporting desktop hardware and peripheral equipment through various support mechanisms, including Remote Support and where needed on site visits.
- Good knowledge and confident use of Microsoft desktop operating systems and applications.
- Excellent customer service and telephone skills.
- Have the ability to choose phrases and terminology appropriate to audience to assist in their understanding of the subject matter.
Desirable
- Advance computer literacy in Microsoft Office (Excel, Access, Word, Outlook and PowerPoint) and other software.
- Good knowledge of centrally managing desktop images, installs and upgrades through Enterprise Management tools such as Microsoft System Centre.
Person Specification
Qualifications
Essential
- Foundation Degree/HND or extensive and relevant work experience.
- Advance ECDL or equivalent.
- Foundation Certificate in ITIL Service Management.
- Attendance at Microsoft accredited training for Supporting and Troubleshooting Windows 10.
Desirable
- Degree in an IT related subject.
- Intermediate Certificate ITIL Service Management (Service Operation) or equivalent level of knowledge, skills and experience.
- Microsoft Certified Professional qualification.
- Formal Customer Service Training.
Other Job Requirements
Essential
- To be mobile across all Geographical areas supported by S&SHIS (mainly but not restricted to Staffordshire and Shropshire).
- Vehicle driver - Full UK Driving License (S&SHIS supplied where available).
Experience
Essential
- Experience of working in a Service Desk/IT Support role.
- Experience of working in a Microsoft based technical support role.
- Experience of working with current Microsoft Operating systems.
- Experience of supporting current Microsoft desktop applications.
Desirable
- Experience in Healthcare IT.
- Experience of Supporting current Microsoft networking technologies.
- Experience of supporting current and evolving thin client technologies.
- Experience of working with Enterprise Management tools such as Microsoft System Centre, including package design and successful deployment.
Skills, Knowledge & Abilities
Essential
- Capable of working as a self- contained, self-motivated employee yet also able to work as a team and support colleagues when necessary.
- Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
- Capable of sustained high-quality effort over long periods.
- Knowledge of supporting desktop hardware and peripheral equipment through various support mechanisms, including Remote Support and where needed on site visits.
- Good knowledge and confident use of Microsoft desktop operating systems and applications.
- Excellent customer service and telephone skills.
- Have the ability to choose phrases and terminology appropriate to audience to assist in their understanding of the subject matter.
Desirable
- Advance computer literacy in Microsoft Office (Excel, Access, Word, Outlook and PowerPoint) and other software.
- Good knowledge of centrally managing desktop images, installs and upgrades through Enterprise Management tools such as Microsoft System Centre.
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).
