Job summary
IT Support Analyst (Permanent)
Job Ref: IM&TS 097
Salary Scale: Band 5 (£28,407 - £34,581) depending on NHS IT experience
Hours: 37.5 hours per week
Notes: This post may be asked to contribute to the 24 hour "on call" commitment of IM&T Services for which additional payments apply. A full driving license with access to transport is required for this post as staff may be required to work at multiple OUH sites.
Main duties of the job
This post offers an excellent opportunity for professional development in a supportive environment. The post-holder will operate within a customer focused support team and take ownership of both support calls and some server administration. Desktop and Laptop Deployment, contribute to the planning and execution of desktop and laptop rollout projects. Collaborate with cross-functional teams to ensure seamless integration of new hardware into existing systems. The post-holder will also contribute towards the provision of 2nd and 3rd level user and system support covering corporately approved technologies used by our customer organisations - we solve 70% of allocated calls remotely and this role will be telephone based. The IT Support team also provides an emergency "on call" service for which there is rota participation.
About us
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call thisDelivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via theOUH YouTube channel
Job description
Job responsibilities
The post-holder will Deploy Laptop and Desktops across the trust and be responsible for detailed support and guidance to all users in the effective use of systems, products, and services available to them, demonstrating ingenuity in applying knowledge to non-standard situations. The post-holder will also assist users in making more effective use of desktop systems, products, and services by investigating complex problem situations to diagnose underlying causes and helping users recover or continue operation. In the event a request cannot be resolved, the post-holder will need to provide an effective interface between users and service providers supplying all necessary diagnostic information according to established procedures. Additionally, the post-holder will be required to use judgement to set priority for resolution, monitor progress, and apply escalation procedures for problems not progressing satisfactorily.
For further information please refer to the attached job description and person specification.
Job description
Job responsibilities
The post-holder will Deploy Laptop and Desktops across the trust and be responsible for detailed support and guidance to all users in the effective use of systems, products, and services available to them, demonstrating ingenuity in applying knowledge to non-standard situations. The post-holder will also assist users in making more effective use of desktop systems, products, and services by investigating complex problem situations to diagnose underlying causes and helping users recover or continue operation. In the event a request cannot be resolved, the post-holder will need to provide an effective interface between users and service providers supplying all necessary diagnostic information according to established procedures. Additionally, the post-holder will be required to use judgement to set priority for resolution, monitor progress, and apply escalation procedures for problems not progressing satisfactorily.
For further information please refer to the attached job description and person specification.
Person Specification
Previous Experience
Essential
- At least 6 months in IT Support team role
Desirable
- Experience of supporting a large multi-site IT Infrastructure
Educational Background
Essential
- GCSE "C" grade or equivalent in English and Maths
- Relevant IT industry qualifications
Desirable
- Degree in IT related subject
- MCA
- ITIL Foundation Course
Personal Attributes
Essential
- Positive
- Enthusiastic
- Calm under pressure
- Well organised
- Logical
- Analytical
- Good interpersonal skills
- Customer focused
Desirable
- Mediation skills
- Attentive to detail
- Patient and sympathetic
- Innovative
- Decisive
Communication and Relationship Skills
Essential
- Good team working
- Ability to related appropriately to various professional groups within the Trust
- Good verbal and written communication
- Ability to produce concise and accurate documentation
- Good understanding of customer and supplier relationships
Desirable
- Ability to apply one to one tuition for customers as appropriate
- Ability to apply and relay Trust policies to customers
- Forward thinking and able to propose process improvements
- Good presentation skills
- Leadership skills
Knowledge and Skills
Essential
- Windows W10, W11
- Microsoft Office 365
- OneDrive
- PC and peripheral desktop hardware
- Anti-virus and malware technologies
- Service Management processes
- Information acquisition to solve problems
- Active Directory
- Network technologies
- Remote access
Desirable
- MS Servers
- MS Exchange
- Backup and archiving systems
- Encryption technologies
- Wireless technologies
- Awareness of corporate, industry and professional standards
- Apple systems
- Call management systems
- ITIL service management
Micellaneous
Essential
- Driver with access to transport
Person Specification
Previous Experience
Essential
- At least 6 months in IT Support team role
Desirable
- Experience of supporting a large multi-site IT Infrastructure
Educational Background
Essential
- GCSE "C" grade or equivalent in English and Maths
- Relevant IT industry qualifications
Desirable
- Degree in IT related subject
- MCA
- ITIL Foundation Course
Personal Attributes
Essential
- Positive
- Enthusiastic
- Calm under pressure
- Well organised
- Logical
- Analytical
- Good interpersonal skills
- Customer focused
Desirable
- Mediation skills
- Attentive to detail
- Patient and sympathetic
- Innovative
- Decisive
Communication and Relationship Skills
Essential
- Good team working
- Ability to related appropriately to various professional groups within the Trust
- Good verbal and written communication
- Ability to produce concise and accurate documentation
- Good understanding of customer and supplier relationships
Desirable
- Ability to apply one to one tuition for customers as appropriate
- Ability to apply and relay Trust policies to customers
- Forward thinking and able to propose process improvements
- Good presentation skills
- Leadership skills
Knowledge and Skills
Essential
- Windows W10, W11
- Microsoft Office 365
- OneDrive
- PC and peripheral desktop hardware
- Anti-virus and malware technologies
- Service Management processes
- Information acquisition to solve problems
- Active Directory
- Network technologies
- Remote access
Desirable
- MS Servers
- MS Exchange
- Backup and archiving systems
- Encryption technologies
- Wireless technologies
- Awareness of corporate, industry and professional standards
- Apple systems
- Call management systems
- ITIL service management
Micellaneous
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).
