Job summary
An exciting opportunity has arisen to be part of our busy and dynamic ICT team in the role of ICT Telecoms/Voice Analyst.
This team supports many aspects of Trust clinical and non-clinical telephony systems & hardware within North Tees & Hartlepool NHS Foundation Trust.
This role is a full time post working 37.5 hours per week, as well as participating in an out of hours on call rota
The ideal candidate would have a good knowledge across a broad range of ICT telephony applications and operating systems including but not limited to, Cisco Call Manager (CUCM), Netcall, DECT/Cordless telephony, Mobile Devices Mobile Device Management (MDM)
Main duties of the job
To maintain all systems in a state where the business processes of the trust can be guaranteed. Ensure that planned and unplanned interruptions to these services and systems are dealt with efficiently and satisfactorily.
To maintain the strategic operational support for the trust's communication systems.
To document administration tasks and develop these into successful strategies for the management of these systems.
To be the point of contact in ICT with regards to all ICT Communication Systems
To provide specialist advice across a range of ICT Communication systems, investigate a range of specialist and complex issues.
To manage or lead on ICT projects involving implementation and design associated with operational support.
To document administration procedures and policies for all IT systems across all trust sites.
Contribute to maintaining SLA's and queues within the Service desk system, managing their own queues and ensuring calls are escalated in a timely manner.
About us
At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition - a note of thanks, Managers Awards, Shining Stars and Service Awards.
We recruit for values and "Together we are North Tees & Hartlepool"
Job description
Job responsibilities
Primary focus is to maintain, configure and build both hardware and software elements of the Trusts Communication Systems whether physical or virtual, ensuring unscheduled downtime is kept to a minimum.
This includes all of the Trusts multiple Communication systems including Video Conferencing. Keeping all documentation and paperwork up to date ensuring appropriate IG and Audit recommendations are met. To maintain and manage all software that is used to manage or monitor the server hardware / software.
To be responsible for the Trusts phone Directory environment.
To guarantee system availability and ensure that the Trusts business processes can be achieved.
To use SMS support tools to provide quick and efficient remote fixes for users where ever possible.
To carry out proactive monitoring and trouble shoot systems using network analysers, probes and any other available monitoring tools.
To assist colleagues in the Operational function for all communication systems housed in the Trust computer rooms. These systems include but are not limited to; Cisco Call Manager, DECT, Netcall, Vocera & Mobile Device Management
Plan and schedule work in order to deliver tasks required within the project plan to timescale.
Investigate problems/issues/bugs reported against all supported systems within the ICT function. Where possible provide a solution or contact relevant suppliers to assist in fault resolution.
Job description
Job responsibilities
Primary focus is to maintain, configure and build both hardware and software elements of the Trusts Communication Systems whether physical or virtual, ensuring unscheduled downtime is kept to a minimum.
This includes all of the Trusts multiple Communication systems including Video Conferencing. Keeping all documentation and paperwork up to date ensuring appropriate IG and Audit recommendations are met. To maintain and manage all software that is used to manage or monitor the server hardware / software.
To be responsible for the Trusts phone Directory environment.
To guarantee system availability and ensure that the Trusts business processes can be achieved.
To use SMS support tools to provide quick and efficient remote fixes for users where ever possible.
To carry out proactive monitoring and trouble shoot systems using network analysers, probes and any other available monitoring tools.
To assist colleagues in the Operational function for all communication systems housed in the Trust computer rooms. These systems include but are not limited to; Cisco Call Manager, DECT, Netcall, Vocera & Mobile Device Management
Plan and schedule work in order to deliver tasks required within the project plan to timescale.
Investigate problems/issues/bugs reported against all supported systems within the ICT function. Where possible provide a solution or contact relevant suppliers to assist in fault resolution.
Person Specification
Qualifications
Essential
- Educated to degree level in a suitable or appropriate professional qualification or substantial working experience in a related environment.
Desirable
Experience
Essential
- Proven expert knowledge of various ICT telecommunication systems
- Proven expert knowledge of various ICT telecommunication software and applications
Desirable
- Netcall Liberty
- Cisco Call Manager
- HiPath Cordless DECT telephony
- Tiger Prism
- Vocera
Knowledge
Essential
- Working knowledge of Mobile Device Management systems
Desirable
Skills
Essential
- Ability to investigate, analyse and diagnose complex information and identify system information problems
Person Specification
Qualifications
Essential
- Educated to degree level in a suitable or appropriate professional qualification or substantial working experience in a related environment.
Desirable
Experience
Essential
- Proven expert knowledge of various ICT telecommunication systems
- Proven expert knowledge of various ICT telecommunication software and applications
Desirable
- Netcall Liberty
- Cisco Call Manager
- HiPath Cordless DECT telephony
- Tiger Prism
- Vocera
Knowledge
Essential
- Working knowledge of Mobile Device Management systems
Desirable
Skills
Essential
- Ability to investigate, analyse and diagnose complex information and identify system information problems
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).
