Job summary
Newcastle upon Tyne Hospitals Foundation Trust is undergoing a digital transformation programme. Adopting and developing Microsoft 365 services is one of the many exciting digital changes currently underway. The post holder will be part of a multidisciplinary team to develop, support, and maintain the SharePoint Online environment and other Microsoft Office 365 products including, but not limited to, OneDrive and Teams.
- Interview Date Monday, 20 May 2024
- 37 Hours 30 Minutes/Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
Main duties of the job
- Manage incidents/requests from your specific area of support i.e. SharePoint and O365
- Accurately diagnose and resolve technical issues
- Direct, or escalate requests, incidents, or problems to correct personnel as required, with accurate and triaged information
- Identify and escalate situations requiring urgent attention, informing correct personnel of recurring incidents using the escalation process
- Research questions as necessary using available information resources for inclusion into the knowledge base
- Communicate and advise on appropriate steps to resolve issues
- Accurately log all support interactions via the service desk process
- Liaise with system owners and/or software suppliers on the development of SharePoint/O365 applications to overcome known problems or further fulfil user requirements
- Demonstrate technical proficiency in relevant system analysis techniques, system design, system implementation, user training and follow-up
- Support the implementation and testing of the agreed solutions
- Ensure all necessary documentation is created and maintained
- Translate complex functional and technical requirements to facilitate project teams with decision making and planning
- Collaborate with third parties to install, run, and troubleshoot third-party software applications
- Run reports and analysis, presenting findings to the project team
About us
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with around 16,000 staff and an annual income of £1 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We're also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 2 million patients 'contacts' each year, delivering high standards of healthcare.
Please see attached information on what Staff Benefits we have to offer at our Trust.
We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Job description
Job responsibilities
- To assist with the planning, implementation, management and development of the server and data storage infrastructure in order to provide the highest level of availability possible to end users of the computing equipment.
- To provide second and third line Server support to users of information technology across the Trust, in order to maximise the availability and functionality of applications and systems to end users. This may be either over the telephone, by e-mail or at the desk-side.
- To install, configure, implement and maintain and upgrade a wide range of hardware and software.
- To assist with the management of Trust wide system backups for direct attached storage and the storage area network.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Job description
Job responsibilities
- To assist with the planning, implementation, management and development of the server and data storage infrastructure in order to provide the highest level of availability possible to end users of the computing equipment.
- To provide second and third line Server support to users of information technology across the Trust, in order to maximise the availability and functionality of applications and systems to end users. This may be either over the telephone, by e-mail or at the desk-side.
- To install, configure, implement and maintain and upgrade a wide range of hardware and software.
- To assist with the management of Trust wide system backups for direct attached storage and the storage area network.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Person Specification
Qualifications & Education
Essential
- Educated to Degree level in an IT related subject or extensive experience in an IT Server Support role
Desirable
- Relevant technical certifications or qualifications
Experience & Knowledge
Essential
- Proficient in the implementation and management of Microsoft Server technologies in a large enterprise setting
- A Working knowledge of Server, Backup and Data Storage Systems
- In depth knowledge of Microsoft Operating Systems
Desirable
- Relevant NHS Experience
- Knowledge of Active Directory
- Knowledge of Windows Server operating systems
- Knowledge of VMWare
Skills & Abilities
Essential
- Excellent IT skills in particular Microsoft Server System products
- Excellent communication skills
- Excellent interpersonal skills
- Excellent decision making ability
- Ability to work unsupervised
- Good documentation writing skills
- Excellent troubleshooting skills
- Supervisory skills
- Ability to deliver informal training to users
- Ability to engage with end users and other technical staff using telephony and written communications
- Ability to interact effectively with internal and external personnel
- Able to work under pressure and meet deadlines
- The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (eg: tact, diplomacy, negotiation, influencing, assertiveness)
- Good time management skills
- Good planning and problem solving skills
- Ability to solve complex problems logically
Desirable
- Excellent customer service skills
Personal Qualities and Attributes
Essential
- Flexible approach to working hours to meet the demand of the service
- Must be well prepared and organised
- Ensure a high standard of personal conduct whilst conducting duties
- Possesses the stamina, drive, and perseverance to handle pressure well. Willing and able to deal with problem situations
- Able to build productive working relationships with customers and internal personnel based on respect and good rapport
- Able to evaluate information quickly, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense
Person Specification
Qualifications & Education
Essential
- Educated to Degree level in an IT related subject or extensive experience in an IT Server Support role
Desirable
- Relevant technical certifications or qualifications
Experience & Knowledge
Essential
- Proficient in the implementation and management of Microsoft Server technologies in a large enterprise setting
- A Working knowledge of Server, Backup and Data Storage Systems
- In depth knowledge of Microsoft Operating Systems
Desirable
- Relevant NHS Experience
- Knowledge of Active Directory
- Knowledge of Windows Server operating systems
- Knowledge of VMWare
Skills & Abilities
Essential
- Excellent IT skills in particular Microsoft Server System products
- Excellent communication skills
- Excellent interpersonal skills
- Excellent decision making ability
- Ability to work unsupervised
- Good documentation writing skills
- Excellent troubleshooting skills
- Supervisory skills
- Ability to deliver informal training to users
- Ability to engage with end users and other technical staff using telephony and written communications
- Ability to interact effectively with internal and external personnel
- Able to work under pressure and meet deadlines
- The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (eg: tact, diplomacy, negotiation, influencing, assertiveness)
- Good time management skills
- Good planning and problem solving skills
- Ability to solve complex problems logically
Desirable
- Excellent customer service skills
Personal Qualities and Attributes
Essential
- Flexible approach to working hours to meet the demand of the service
- Must be well prepared and organised
- Ensure a high standard of personal conduct whilst conducting duties
- Possesses the stamina, drive, and perseverance to handle pressure well. Willing and able to deal with problem situations
- Able to build productive working relationships with customers and internal personnel based on respect and good rapport
- Able to evaluate information quickly, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense
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.
