Job summary
Job Ref: IM&TS 157
Salary Scale: Band 6 (£33,706 - £40,588) depending on experience)
Hours: 37.5 hours per week
Members of the IM&T Services IT Support team provide remote and on-site user and system support, covering corporately approved technologies used at the desktop within IM&T Services' customer organisations (approximately 12,000 users). The post holder will play a supporting role within the structure to ensure customer Service Level Agreements are met.
Main duties of the job
The post-holder will be self-motivated team player with a positive attitude, excellent interpersonal skills and a methodical approach to tasks. As senior members of the team they will demonstrate a high level of technical knowledge and diagnostic skills, be able to motivate and develop other team members. Expert knowledge of Microsoft desktop products is essential, including Exchange, Azure, Active Directory, Office 365 including Sharepoint and also Network technologies. Experience of MS System Centre Configuration Manager would be beneficial.
The successful applicant will be expected to resolve user requests promptly and effectively, proactively ensuring that users are aware of the facilities available to them. The candidate will demonstrate commitment and ingenuity in the application of available facilities to non-standard situations, diagnose underlying causes of difficulties and devise solutions /workarounds to reduce impact. Candidates will be required to support the administration of computer hardware and software in support of the delivery of an agreed IT Service. This responsibility includes incident handling, availability and performance monitoring.
Successful applicant may after training and successful completion of their probationary period (six months) be invited to take place in the out of hours "On-Call" rota for which there is remuneration payable.
Candidates must refer to the attached job description and person specification when making their application.
About us
Information Management and Technology Services (IM&T Services) provide support to Oxford University Hospitals NHS Foundation Trust users as well as to a number of other Health organisations across Oxfordshire. This involves supporting over 12,000 workstations and printers, circa 18,000 staff users of systems, and nearly 1100 servers (over 75% virtual). During 2021, IM&T Services responded to 150,000 calls and were involved in multiple projects.
Job description
Job responsibilities
- Installs and/or removes hardware and/or software, following agreed policies and procedures. Tests hardware and software components affected, resolving malfunctions found and recording results.
- Receives requests for assistance from users via the help desk package. Maintains accurate log entries of requests with fault details and contact information.
- Following agreed procedures, responds to requests for assistance by telephoning users. Provides information to enable users to solve their problems. Maintains accurate log entries of contact with resolution details and follow-up information. At all times, deals with users in a courteous, friendly, professional manner.
- By adherence to escalation procedures, promptly allocates unresolved calls as appropriate. Maintains the log and advises users of actions taken.
- Actively identifies problems within processes designed to ensure customer satisfaction. Takes responsibility for investigating. Advises the Head of Infrastructure and End User Compute, offering solutions in conjunction with relevant colleagues.
- Deals with customers courteously always, diffusing stressful situations where conflict and unreasonable demands from users require tact & diplomacy.
- Follows up and monitors using reporting tools, checking progress against targets within Service Level Agreements, report as necessary, taking action to resolve exceptions.
- As a senior member of the team, mentor colleagues to improve their skills and become effective team players. Encourages effective use of resources and actively promotes skill mix within the team.
- Takes responsibility for creation and delivery of ITIL standard processes for the service and ensure their continuous improvement for the benefit of the service.
Candidates must refer to the attached full job description and person specification when making their application.
Job description
Job responsibilities
- Installs and/or removes hardware and/or software, following agreed policies and procedures. Tests hardware and software components affected, resolving malfunctions found and recording results.
- Receives requests for assistance from users via the help desk package. Maintains accurate log entries of requests with fault details and contact information.
- Following agreed procedures, responds to requests for assistance by telephoning users. Provides information to enable users to solve their problems. Maintains accurate log entries of contact with resolution details and follow-up information. At all times, deals with users in a courteous, friendly, professional manner.
- By adherence to escalation procedures, promptly allocates unresolved calls as appropriate. Maintains the log and advises users of actions taken.
- Actively identifies problems within processes designed to ensure customer satisfaction. Takes responsibility for investigating. Advises the Head of Infrastructure and End User Compute, offering solutions in conjunction with relevant colleagues.
- Deals with customers courteously always, diffusing stressful situations where conflict and unreasonable demands from users require tact & diplomacy.
- Follows up and monitors using reporting tools, checking progress against targets within Service Level Agreements, report as necessary, taking action to resolve exceptions.
- As a senior member of the team, mentor colleagues to improve their skills and become effective team players. Encourages effective use of resources and actively promotes skill mix within the team.
- Takes responsibility for creation and delivery of ITIL standard processes for the service and ensure their continuous improvement for the benefit of the service.
Candidates must refer to the attached full job description and person specification when making their application.
Person Specification
Knowledge & Skills
Essential
- Windows W10, W11
- Microsoft Office 365
- PC and peripheral desktop hardware
- Anti-virus/Malware technologies
- Azure Active Directory
- MS Exchange
- Wireless technologies
- Network technologies
- Remote access
- Encryption technologies
- Service Management processes
- Information acquisition in order to solve problems
- Corporate, NHS, Industry and professional standards.
- Problem-solving skills and techniques.
- Apple systems
Desirable
- Backup and archiving systems
- Industry and professional standards.
- Call Management systems
- Validation and monitoring of SLAs.
- ITIL Service Management
- SCCM deployment and infrastructure knowledge including troubleshooting, design, and implementation experience
- Scripting
- Deployment of patches, critical updates and service packs
Educational Background
Essential
- GCSE 'C' grade or equivalent in English and Maths
- Relevant ICT industry qualifications.
Desirable
- Degree in IT-related subject
- ITIL Foundation Course
- MCA
Personal Attributes
Essential
- Positive and enthusiastic
- Highly motivated
- Calm under pressure
- Logical
- Well organised
- Analytical
- Innovative
- Good interpersonal skills
- Customer focused
- Decisive
- Conceptual and lateral thinking
- Interested in helping people
- Credibility
Desirable
- Mediation skills
- Attention to detail
- Patient & sympathetic
Communication & Relationship Skills
Essential
- Excellent team working skills
- Good facilitation skills
- Ability to relate appropriately to various professional groups within an organisation.
- Forward thinking and able to propose process improvements
- Leadership skills
- Good verbal and written communication
- Ability to produce concise, accurate documentation.
- Ability to write clear reports and present business cases
- Good presentation skills
Desirable
- Ability to deputise for senior staff
- Thorough understanding of customer and supplier organisations
- Able to apply/relay IT policies to customers
Previous Experience
Essential
- Experience of supporting a large multi-site IT infrastructure
- Experience within a large ICT service delivery organisation.
- Experience of leading and delivering high quality productivity and performance of a small group and or individuals
- Instigation of process change
Miscellaneous
Essential
- Driver with access to transport
Person Specification
Knowledge & Skills
Essential
- Windows W10, W11
- Microsoft Office 365
- PC and peripheral desktop hardware
- Anti-virus/Malware technologies
- Azure Active Directory
- MS Exchange
- Wireless technologies
- Network technologies
- Remote access
- Encryption technologies
- Service Management processes
- Information acquisition in order to solve problems
- Corporate, NHS, Industry and professional standards.
- Problem-solving skills and techniques.
- Apple systems
Desirable
- Backup and archiving systems
- Industry and professional standards.
- Call Management systems
- Validation and monitoring of SLAs.
- ITIL Service Management
- SCCM deployment and infrastructure knowledge including troubleshooting, design, and implementation experience
- Scripting
- Deployment of patches, critical updates and service packs
Educational Background
Essential
- GCSE 'C' grade or equivalent in English and Maths
- Relevant ICT industry qualifications.
Desirable
- Degree in IT-related subject
- ITIL Foundation Course
- MCA
Personal Attributes
Essential
- Positive and enthusiastic
- Highly motivated
- Calm under pressure
- Logical
- Well organised
- Analytical
- Innovative
- Good interpersonal skills
- Customer focused
- Decisive
- Conceptual and lateral thinking
- Interested in helping people
- Credibility
Desirable
- Mediation skills
- Attention to detail
- Patient & sympathetic
Communication & Relationship Skills
Essential
- Excellent team working skills
- Good facilitation skills
- Ability to relate appropriately to various professional groups within an organisation.
- Forward thinking and able to propose process improvements
- Leadership skills
- Good verbal and written communication
- Ability to produce concise, accurate documentation.
- Ability to write clear reports and present business cases
- Good presentation skills
Desirable
- Ability to deputise for senior staff
- Thorough understanding of customer and supplier organisations
- Able to apply/relay IT policies to customers
Previous Experience
Essential
- Experience of supporting a large multi-site IT infrastructure
- Experience within a large ICT service delivery organisation.
- Experience of leading and delivering high quality productivity and performance of a small group and or individuals
- Instigation of process change
Miscellaneous
Essential
- Driver with access to 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.
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).
