Job responsibilities
Communication and Relationship Skills
Provides regular updates to the Trust users and managers about the progress of on-going incidents.
Provides customers with accurate and frequent updates when SLAs are breached and reprioritises the work when necessary
Follows agreed procedures for all the tasks and responsibilities performed while on the job.
Helps team to improve its service through knowledge sharing.
Helps to provide a professional, customer-focused IT Support service to users throughout the Trust.
Responsible for handling and managing sensitive and/or confidential information in accordance with the Trust policies and guidance provided by Information Governance from time to time.
Communicates professionally, both written and verbal, with teams within Digital and with the suppliers.
Knowledge Training and Experience
Develops technical expertise commensurate with the requirements of the role and keep abreast of new technologies and share this knowledge with colleagues in a structured way
Identifies own training and development needs and undertakes agreed training/education as required, supported by regular personal development planning.
Analytical & Judgemental Skills
Identifies any and all issues as they become apparent and ensures that these are either resolved, or logged in the teams task lists and/or service desk system; is responsible for resolution of complex issues.
Analyses complex information to determine the most appropriate issue resolutions in the shortest time.
Reports and logs security breaches identified during incident investigations using appropriate Trust procedures and actively promotes security best practices to the users; identifies and prioritises the resolution of security and confidentiality issues that become evident during the course of their work around the Trust
For all calls that cannot be resolved internally, provides an effective interface between users and service providers, including external suppliers and provides timely updates to users.
References guidelines where they exist, refers to Infrastructure and Security Manager to set priority for resolution, monitor progress and uses escalation procedures for problems not progressing satisfactorily.
Actively builds support knowledgebase to enhance the skill set of the team, promote industry best practices and reduce the resolution times of incidents.
Planning and Organisational Skills
Follows the overall prioritisation of the Digital Infrastructure and Security Manager to determine work priorities
Escalates incidents which cannot initially be resolved to the Digital Infrastructure Manager and to relevant suppliers.
Supports the Digital Infrastructure and Security Manager to maintain an up to date plan of all administrative, proactive and maintenance activities performed by the team that repeat at regular intervals.
If requested by the Digital Infrastructure and Security Manager, organises, plans, develops and delivers knowledge transfer training through workshops or other means to the Digital Service Desk.
Physical Skills
Remains calm and focussed even under pressure and maintains a pleasant demeanour and excellent interpersonal skills to welcome the visitors and deal with their enquiries.
Expertly coordinates the use of phone and keyboard simultaneously to get the job done.
Responsibility for Policy/Service Development
Ensures that processes and procedures for network systems are documented and circulated within the Digital Infrastructure team.
Works with management and colleagues in other support teams to ensure changes to workflow and functionality are understood and are supportable.
Identifies and recommends service improvements to the Digital Infrastructure and Security Manager.
Responsibility for Financial and Physical Resources
Assists users in making effective use of Trust systems, products and services.
Provides advice on selection and purchase of Digital equipment for the Trust and ensuring adherence to agreed technical standards. Obtains quotes for supply of goods and services from suppliers in accordance with Trust Standing Orders.
Responsibility for Human Resources
When requested by the Digital Infrastructure and Security Manager, provides training and personal development in Digital supported systems, products and services within the team.
Responsibility for Information Resources
Collaborates with other members of the Team to ensure that RNOH data is stored securely and to participate in the regular data backup procedures and processes;
Develops and maintains produces/updates written procedures in support of activities associated with the role. Uses these to support appropriate training / coaching of other members of the team using the train the trainer approach.
Assists in producing a support knowledge base.
Responsibility for Research and Development
Suggest service improvements
Freedom to Act
Follows the overall prioritisation of the Digital Infrastructure and Security Manager to determine work priorities
Physical Effort
May need to move or carry IT equipment occasionally without aids.
Mental Effort
Network and network security management is a specialist activity which presents a very busy and high pressure environment with specialist knowledge and skills. Staff are required to manage incidents and issues and remain calm and pleasant working with Trust colleagues.
Investigates the most complex incidents, diagnosing underlying causes and propose, discuss and evaluate potential solutions with service providers.
Emotional Effort
May regularly deal with sensitive issues, and customers who may be confrontational and/or upset
Working Conditions
Occasionally may be exposed to dust, dirt, smell or noise when installing, configuring or maintaining the supported systems
Safeguarding Children and Vulnerable Adults At Risk
The Trust recognises its duty to safeguard and promote the welfare of children, young people and adults. Staff must at all times treat patients with dignity and respect protecting, young people and adults at risk from abuse and neglect
Employees have a responsibility to ensure that prompt and appropriate action is taken when concerns have been made about a child, young person or adults at risk. Employees should be aware of their responsibilities as detailed in the Local Safeguarding Children Procedures and Safeguarding Adults at Risk Policy.
The Trust will assist you by providing mandatory training, support and advice.
Safeguarding children and adults is everyones business
IT Skills
All staff are required to demonstrate a level of IT literacy skills appropriate to their job, as the use of IT is fundamental in delivering good quality efficient health care.
Effort and Environment
The following information has been designed to assist the recording of the effort and environment factors required for Agenda for Change.
Physical
The role involves sitting at a desk, moving around the Trust and providing training and presentations.
Mental
Frequent periods of concentration. Ability to manage constant interruptions.
Emotional
May regularly deal with sensitive issues, and colleagues and customers who may be confrontational and/or upset
Working condition
Assuming normal Health and Safety standards are met.
Frequent VDU use and working from home.
Driving to and from work is not included.
Terms and Conditions of Service
This appointment is subject to the terms and conditions of employment of the Royal National Orthopaedic Hospital NHS Trust.
Professional conduct
The post holder must comply with the Code of Professional Conduct applicable to their profession.
Risk Management
The Royal National Orthopaedic Hospital NHS Trust strives to take a holistic approach to the management of risk; Health and Safety, Caldicott, Corporate and Clinical Governance requirements are all elements of risk management.
Risk management is fundamental in ensuring the safety of all whilst on Trust premises and in ensuring that a high level of quality care is continually provided. To support staff in the management of risk, the Trust provides training programmes and facilitates staff in the use of risk management identification tools. In turn, individuals are responsible for ensuring that they attend training sessions and adhere to the Trusts policies and procedures, which includes the reporting of incidents, both actual and near miss.
Confidentiality
Post-holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection of 1998. Post-holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person those staff will be liable to dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post-holders must apply the Trusts FOI procedure if they receive a written request for information.
Equal Opportunities
The Trust welcomes all persons without regard to age, ethnic or national origin, gender or sexual orientation, religion, lifestyle, presenting illness or disability. We aim to provide a non-judgemental service at all times.
No Smoking Policy
The Trust prohibits smoking in all of their buildings and premises.
