ICT Support Technician

Job description

Job responsibilities

To provide 1st and 2nd level technical support, capturing, recording, accurately prioritising and categorising while taking ownership and working toward resolution.

Troubleshooting and triaging complex technical issues and service requests, identifying and implementing technical resolutions.

Categorise and complete work types (incident, service request, minor works, projects), maintaining accurate records inline with department procedures and utilising the appropriate toolset.Accurately log, update and maintain the departments records and systems . Examples: Helpdesk & Customer databases; inventory of IT assets, knowledge, change, incident and problem management.The post holder will be required to deliver support via all delivery methods - phone, email, remote assistance.

Ability to cover any part of the service window on a rota basis.Provide advice, information & training for users, as well as mentoring coaching and training to colleagues where required.Takes ownership of customer services and being the customer representative across the department.Ensure all requests and incidents that cannot be resolved directly and need to be assigned to other resolver teams (level 3+), have adequate diagnostics, priority setting and relevant information captured and recorded.Act with complete discretion, adherence to Trust and department policy ensuring strict confidentiality and security is maintained in relation to PID and other information handled in connection with this role.Ensure all duties and tasks are undertaken inline with relevant Trust and department policies, procedures, standards and governanceKeeping and maintaining office space utilised by individual and team tidy, and to a professional standard which maintains a pleasant working environment for all and supports health and safety requirements.To undertake any other duties which may be allocated from time to time.Post holder to maintain knowledge and adherence covering Trust policies and mandatory training: for example Data Protections, information security, information governance, health and safety requirements.

Post holder to maintain knowledge and adherence to the departments local policies for.

The post holder is sometimes under extreme pressure due to the number of requests for help received; this can involve answering phone calls every few minutes, where users can be non IT literate; confused about their problem; aggressive due to unavailability of IT resources; frustrated due to lack of progress. Face-to-face contact with users can be expected with the same issues.Required to use computer systems for large part of the dayThe role may involve exposure to unpleasant working conditions across the trust, from cramped offices to plant roomsOccasional exposure to frustrated customersOccasional contact with patients and very occasional requirement to enter theatres during operationsSignificant physical effort required the post holder is expected to lift, move and transport IT hardware from delivery point to the IT departments storage area and to the users departments to install computer equipment and where necessary to replace faulty computer equipmentInstallation of equipment may involve crawling under desks, assessing high cupboards.Open plan office that is noisyThe post holder is expected to use a PC or laptop to complete high proportion of their work.Work demands are often frequent, reactionary and at short notice.The post holder is expected to contend with interruptions by visitors entering the department and via phone.

The post holder is expected to visit customers at their place of work (any site) when the need arises for example: project governance, and change control

Person Specification

Experience

Essential

• Good standard of Education.
• Experience of working in a busy environment ideally with ICT
• The post holder needs a good standard of communication and inter-personal skills a

Desirable

• Working in an technical environment, min six months
• ITIL qualification
• Working in a healthcare environment

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.

Certificate of Sponsorship

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).

Employer details

Employer name

North Bristol NHS Trust

Address

Southmead Hospital Southmead Road Westbury-on-Trym Bristol BS10 5NB

Southmead Road

Bristol

BS10 5NB

Employer's website

https://www.nbt.nhs.uk (Opens in a new tab)