Job summary
The role
As digital solutions roll out across MFT, effective IT support services become ever more important to delivering patient care. Confidentiality, security and control of access are particularly critical issues in a multi-site clinical environment. A key member of the IT Support team, you'll specialise in the ongoing operation, maintenance and review of user access privileges. This includes being the first point of contact for all queries, incidents, problems and requests relating to access and identity. You will also carry out regular audits. Account creations, shared Drive access, Internal scripts, Licence allocation and general access requests
Skills & knowledge required
You'll bring experience of working in a customer-facing IT infrastructure support role. This will have included providing first- and second- line support with the PC client environment. You'll also have experiences within Active Directory and managing internal systems . You'll be an experienced user of service desk systems and call distribution systems. You'll thrive under pressure and be ready to work flexibly, including some out-of-hours shifts.
Main duties of the job
Be the first point of contact within Informatics for all queries, incidents, problems and requests relating to access and identity. Be responsible for the operational management of Active Directory user accounts, provision of file shares, email access, clinical systems access, computer accounts, and associated infrastructure from a multi-site, multi-domain forest.
Support the role in identity management operations within the organisation where interfaces to other Identity systems, e.g. Electronic Staff Record.Responsible for the creation of shared resources, file shares, shared email, calendar access etc. Ensuring that the correct levels of access is granted.Responsible for carrying out regular audits on access and identity ensuing appropriate levels of access is maintained.Responsible for proactively de-provisioning user accounts that are no longer in use.Monitor open calls against agreed SLAs (Service Level Agreements)Manage the user experience and their expectations by keeping them updated on the status of their service request or incident.Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department's culture of continuous improvement.Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate.
About us
MFT is one of the largest NHS Trust In England with a turnover of £2.6bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
Use a library of knowledge as reference when supporting service users.Action the resolution of incidents, problems and requests in an efficient and professional manner, whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, escalating and seeking further advice and information within Informatics, when necessary. efficient, responsive and effective delivery of the Infrastructure and continuity serviceAssist in the administration of Service Desk applications including the Informatics ServiceDesk software and Informatics telephony call logging system ensuring that they aremaintained to a high standardUndertake designated operational and data administration tasks for systems / computerslocated within the Trusts corporate Computer Room facilities in an efficient, timely andappropriate manner in line with Trust policies and proceduresAssist in the provision of an appropriate level of operating system support for all multi-user systems within the Trust. Perform special operational duties under guidance from appropriate personnel.
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
Use a library of knowledge as reference when supporting service users.Action the resolution of incidents, problems and requests in an efficient and professional manner, whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, escalating and seeking further advice and information within Informatics, when necessary. efficient, responsive and effective delivery of the Infrastructure and continuity serviceAssist in the administration of Service Desk applications including the Informatics ServiceDesk software and Informatics telephony call logging system ensuring that they aremaintained to a high standardUndertake designated operational and data administration tasks for systems / computerslocated within the Trusts corporate Computer Room facilities in an efficient, timely andappropriate manner in line with Trust policies and proceduresAssist in the provision of an appropriate level of operating system support for all multi-user systems within the Trust. Perform special operational duties under guidance from appropriate personnel.
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Experience
Essential
- Technical background in IT working in an Infrastructure support role
Desirable
- Previous experience in NHS IT environment
Experience
Essential
- Experience in the use of service desk systems and call distribution systems
Desirable
- Good working knowledge of Microsoft products including Microsoft Office Suite, Microsoft SCCM
Attributes
Essential
- Ability to analyse situations / information to identify and resolve a range of problems
Desirable
- Plan tasks and activities which may require adjustment due to variable workload / interruptions
Person Specification
Experience
Essential
- Technical background in IT working in an Infrastructure support role
Desirable
- Previous experience in NHS IT environment
Experience
Essential
- Experience in the use of service desk systems and call distribution systems
Desirable
- Good working knowledge of Microsoft products including Microsoft Office Suite, Microsoft SCCM
Attributes
Essential
- Ability to analyse situations / information to identify and resolve a range of problems
Desirable
- Plan tasks and activities which may require adjustment due to variable workload / interruptions
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.
