Job summary
The post holder will provide support to Silver Service and Refresh technicians and actively participate in the support of all I.T systems and hardware within the contractual Service Level agreements. To ensure I.T expertise and support is provided within the GP localities following standardised processes, ensuring reliability of hardware and efficiencies savings were deemed appropriate. To work in a senior advisory capacity as well as support and provide a resolution (fix) to the customers and direct end users. Lead and coordinate any project requests that are requested from our customers, ensuring that the appropriate resource is allocated.
The post holder will also contribute to an environment of continuous service improvement.
The post holder will co-ordinate a team of approximately seven Silver Service and Refresh technicians on a day-to-day basis. They will assist the Service Manager with all staff development through the delivery of Personal Development Reviews (PDR's) and mandatory training (EST).
Main duties of the job
- Interpret customer requirements and provide advice on potential solutions
- Participate in the development of work programs
- Plan and manage activities to deliver agreed work programs
- review any queries the technicians are unable to resolve. Ensuring problem identification and analysis of complex faults is captured, which may fall outside of standard operating procedures.
- Provide instruction where appropriate to members of the teams regarding fault resolution. If the query cannot be resolved, then ensure escalation to the appropriate support group
- Monitor performance of technicians ensuring appointments, response and resolution times are in line with service specification. Make adjustments to working patterns and procedures of staff to ensure maximum efficiency
- Deal with complaints and escalations from Service Delivery users, ensuring issues are dealt with proactively and in line with complaints procedures and to full resolution whilst keeping the customer and IT leads informed at all times
- Provide management and leadership to staff within the team, ensuring staff performance and development (PDR) is maintained and recorded.
- Provide managerial support to the technicians in line with ITIL best practice. Working closely with the Service Delivery and Service Account Managers
- Provide training and on-going support to new and existing members of the team.
Please see full Job Description for further details
About us
We employ more than 6,500 staffwho deliver compassionate care from our two main hospitals,Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, healthcentres and in patients' homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.
The Health Informatics Service (THIS), hosted by Calderdale and Huddersfield NHS Foundation Trust (CHFT), provides a broad range of IM&T services across many diverse customer organisations. A large part of this provision is made up of Service Delivery Support Services. These services are based around those functions that provide people, who have highly developed specialist knowledge, skills and experience to facilitate, train, manage and advise across a whole range of IM&T related skills.
Job description
Job responsibilities
- Administration of the asset management system, ensuring that all assets are recorded accurately to the standards set by THIS
- Where necessary take ownership of problems and work with other specialist agencies (who may be internal or external) for resolution and ensure prompt response from such a referral
- To assist with the implementation of new systems and take an active part in IT Projects as deemed appropriate by the Service Account Managers and the Service Delivery Operational Manager
- To give advice on the IT support elements of new systems which are being proposed, procured or implemented, specifically to ensure that when installed then they can be easily and safely supported
- Liaising with third-party support suppliers
- To liaise with users to ensure problems are resolved quickly and efficiently, ensuring service users are informed on status and progress of incidents logged and that any updates are provided in a timely manner
- The post holder must be able to travel at short notice to other localities within the business environment as and when required in order to provide managerial support to all staff.
- To support changes across the GP localities, technology & process boundaries.
- To raise the profile of the Informatics IT service, in particular to establish a reputation for providing an effective and responsive service.
- To adhere to all system documentation and to notify the Service Delivery Manager if changes are required that should be approved by the Change Approval Board (CAB).
- Always provide a high level of customer service and satisfaction.
- Ensure all business standards are followed and adhered to.
Please see full Job Description for further details
Job description
Job responsibilities
- Administration of the asset management system, ensuring that all assets are recorded accurately to the standards set by THIS
- Where necessary take ownership of problems and work with other specialist agencies (who may be internal or external) for resolution and ensure prompt response from such a referral
- To assist with the implementation of new systems and take an active part in IT Projects as deemed appropriate by the Service Account Managers and the Service Delivery Operational Manager
- To give advice on the IT support elements of new systems which are being proposed, procured or implemented, specifically to ensure that when installed then they can be easily and safely supported
- Liaising with third-party support suppliers
- To liaise with users to ensure problems are resolved quickly and efficiently, ensuring service users are informed on status and progress of incidents logged and that any updates are provided in a timely manner
- The post holder must be able to travel at short notice to other localities within the business environment as and when required in order to provide managerial support to all staff.
- To support changes across the GP localities, technology & process boundaries.
- To raise the profile of the Informatics IT service, in particular to establish a reputation for providing an effective and responsive service.
- To adhere to all system documentation and to notify the Service Delivery Manager if changes are required that should be approved by the Change Approval Board (CAB).
- Always provide a high level of customer service and satisfaction.
- Ensure all business standards are followed and adhered to.
Please see full Job Description for further details
Person Specification
QUALIFICATIONS / TRAINING
Essential
- Educated to degree level or commensurate experience in the workplace
- Recognised Customer Service qualification or high level of customer service experience
- ITIL Foundation certification (work towards)
- In-depth understanding of Service SRM & CRM products
- Able to demonstrate a commitment to undertaking on-going training to enable effective delivery of the service
- Demonstrate understanding of all mandatory training appropriate to the organisation
Desirable
- Forward Personal Development Plan
- Formal Training in any area covered by the job
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Extensive experience of working as a technical officer within a Service Delivery environment
- Working in NHS setting
- Experience in data analysis
- Experience of contributing to service and performance improvement initiatives
- Experience of delivering/supporting IT projects
- Knowledge of confidentiality and data security (GDPR)
- Substantial knowledge of NHS systems and legacy healthcare applications within the I.T environment
- knowledge of best practice in IT Service Management e.g., ITIL (I.T. Infrastructure Library) and how it can be applied to public sector IT service environment
- Ability to prepare quality asset reports
- Ability to gather and assess evidence in order to fully understand complicated situations
Desirable
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Professional, Pro-active, flexible and enthusiastic individual
- Awareness of IT business and its development
- Attention to detail, understand the importance of quality assurance
- Professional, enthusiastic and the desire to provide a continually improving service
- Ability to work under pressure and handle many different tasks at the same time
- The ability to demonstrate commitment to providing a high-quality customer service
- Time management skills and a flexible approach to working hours
- The ability to lead a team
- Technical knowledge and troubleshooting skills
- Excellent interpersonal and communication skills
- Able to communicate technical information to non-technical users
- Maintain good working relationships with colleagues
- Ability to deal with customers and in particular those who believe that the organisation is not delivering a quality Service
- Knowledge of IT Applications and legacy healthcare applications
- Enthusiastic and committed to make changes which will deliver benefits in patient care
Person Specification
QUALIFICATIONS / TRAINING
Essential
- Educated to degree level or commensurate experience in the workplace
- Recognised Customer Service qualification or high level of customer service experience
- ITIL Foundation certification (work towards)
- In-depth understanding of Service SRM & CRM products
- Able to demonstrate a commitment to undertaking on-going training to enable effective delivery of the service
- Demonstrate understanding of all mandatory training appropriate to the organisation
Desirable
- Forward Personal Development Plan
- Formal Training in any area covered by the job
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Extensive experience of working as a technical officer within a Service Delivery environment
- Working in NHS setting
- Experience in data analysis
- Experience of contributing to service and performance improvement initiatives
- Experience of delivering/supporting IT projects
- Knowledge of confidentiality and data security (GDPR)
- Substantial knowledge of NHS systems and legacy healthcare applications within the I.T environment
- knowledge of best practice in IT Service Management e.g., ITIL (I.T. Infrastructure Library) and how it can be applied to public sector IT service environment
- Ability to prepare quality asset reports
- Ability to gather and assess evidence in order to fully understand complicated situations
Desirable
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Professional, Pro-active, flexible and enthusiastic individual
- Awareness of IT business and its development
- Attention to detail, understand the importance of quality assurance
- Professional, enthusiastic and the desire to provide a continually improving service
- Ability to work under pressure and handle many different tasks at the same time
- The ability to demonstrate commitment to providing a high-quality customer service
- Time management skills and a flexible approach to working hours
- The ability to lead a team
- Technical knowledge and troubleshooting skills
- Excellent interpersonal and communication skills
- Able to communicate technical information to non-technical users
- Maintain good working relationships with colleagues
- Ability to deal with customers and in particular those who believe that the organisation is not delivering a quality Service
- Knowledge of IT Applications and legacy healthcare applications
- Enthusiastic and committed to make changes which will deliver benefits in patient care
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.
