Job responsibilities
DUTIES AND RESPONSIBILITIES
Communication and relationship skills
The post holder will have excellent communication skills to allow them to work effectively and assist with a wide variety of people, being able to relay advice/technical information to a wide audience in a way that is fit for the relevant audience at that time, whilst remaining courteous and polite at all times even when under pressure from conflicting requirements/environments.
Provide ad-hoc training and creation and provision of ICT user guides & FAQs to assist users in the use of ICT hardware/software/systems.
Contribute to team meetings and give updates on current activities.
It is imperative that the post holder has the integrity and ability to work with confidential/sensitive information.
Knowledge, training and experience
The post holder must be educated to an HNC level and have Microsoft certifications (e.g. MCP, MCSA, MCSE or MCDBA) or equivalent vocational experience.
The post holder will have excellent knowledge of ICT services deployed throughout the entire health community and will be expected to independently troubleshoot and investigate a wide range of complex technical issues and assess the impact on clinical and administrative business of the health community.
Analytical and Judgemental skills
The post holder must be able to analyse, investigate and resolve a wide range of varying and new types of complex ICT issues and problems, including all ICT systems, PC desktop/laptop, mobile devices, printers, cabling, installation and maintenance of associated software and peripheral devices. This will also include involvement with data communications networks.
Must provide an effective interface between users and 3rd party service providers supplying all necessary diagnostic information according to established procedures. They must ensure that problems progress satisfactorily.
The post holder must resolve assigned incidents using Trust policies, procedures and their own initiative, whilst making best use of available research tools including the departments knowledge base and the internet.
They must work collaboratively with Trust staff, senior ICT staff, ICT management and other Trusts as required.
Planning and Organisational skills
The post holder must be able to plan, manage their own workload and make decisions, working independently within Trust guidelines, manage relevant change/interruptions with their varying workload and work with other ICT professionals.
The post holder should be able to demonstrate a professional approach to the job, ensuring that tasks are fully completed and documented.
Work in a pro-active manner to help prevent service disruptions by organising essential maintenance and upgrades to minimise impact on users.
The post holder will support the whole communitys technological environment as described above at any of the community offices/premises. This will require the post holder to travel between these sites.
Physical skills
The post holder will have highly advanced keyboard skills to be able to log information into the ICT Service Management system/database tool and be able to use relevant software tools for the role.
Responsibilities for patient/client care
The post holder will have occasional patient interactions whilst performing their duties and must always remain courteous and polite even when under pressure from conflicting requirements/environments.
Responsibilities for policy and service development implementation
Develop and maintain documentation regarding specific design and configuration of all hardware, software etc. including work instructions, policies and procedures for ICT and other departments. Update documents whenever changes are made, technical and procedural, for contribution to the departments knowledge base.
Adhere to all ICT procedures relating to service delivery. Identify any opportunities to improve services, solutions and methods of working across the ICT department and for any ICT related systems affecting other departments to deliver efficiencies for better care for patients and/or cost reduction.
Implement as much automation as possible to free up time for more complex activities (e.g. when working on ICT projects for other departments systems etc.).
Responsibilities for financial and physical resources
Handle all equipment carefully and safely as to not cause damage to expensive ICT equipment.
Ensure all users ICT equipment is safe for use by way of installing, repairing, maintaining and replacing when necessary.
Ensuring that we accurately record notifications of lost/stolen equipment, in line with ICT procedures, to ensure up to date asset inventory information.
Responsibilities for human resources
Provide work and training to juniors/apprentices within their department to assist in their career development.
The post holder will be responsible for job shadowing staff from other teams/departments who will need practical and theory guidance and on the job training.
Responsibilities for information resources
Install, configure, test, maintain, monitor and troubleshoot ICT hardware such as PC desktop/laptop, mobile devices, printers, cabling and all related ICT hardware and software/applications.
Responsible for maintaining and updating the ICT Service Management system/database along with the Trusts Asset register ensuring information is accurate.
Maintain accurate records of all instances of hardware and software failure, repair, installation and decommissioning on the ICT Service Management system/database. Ensure that all documentation is completed in a comprehensive, clear and concise manner and that resolved calls are resolved real time.
Creation and development of ICT user guides & FAQs to users in use of ICT hardware/software/systems.
Create and maintain computer ICT accounts, system rights and software deployments utilising Microsoft Active Directory database.
Responsibilities for research and development
To participate in regular equipment/hardware/software tests for proposed new systems, to feedback for the future development, to ensure that they are streamlined and fit for purpose. Provide advice to customers on the purchase of suitable hardware and software for PC systems when required.
Demonstrate a willingness to learn and aim towards personal development goals as set out in your Personal Development Plan. Maintaining technical skills in line with current market standards.
Freedom to Act
The post holder must be self-motivated and able to demonstrate their ability to manage their work independently and without direct supervision, escalating only when they feel it is appropriate to the Senior ICT Technician or their Manager.
Participate in an on-call rota as required. During periods of on-call, act as first point of contact for the ICT department. Resolve calls received during on call periods and document resolutions.
Carry out site surveys, preparation, delivery, installation and configuration of hardware and software as required by the end user, following agreed documentation and procedures.
Ensure all activities meet legal requirements such as Data Protection Act and Freedom of Information.
Carry out any requirements within the duties applicable to the General Data Protection Regulation (GDPR), the Data Protection Act 2018 and the Freedom of Information Act 2000 and the Computer Misuse Act 1990.
Adhere to trust policy and procedures which may differ or be specialised, dependent on location of work.
Follow guidelines and Codes of Practice as laid down by the Trust.
To undertake any other duties that may be required appropriate to the post holders grade or experience.
