Job summary
An exciting opportunity has arisen for a highly motivated
individual who has the enthusiasm, skill and ability to work in a challenging
but equally rewarding Health Informatics department as a Technical Support
Officer.
Working as part of a friendly and supportive team you will
provide Technical support, via a Service Desk system, to approximately 9000
users across an estate in excess of 6000 computers, associated systems and ICT hardware.
You will also assist in a large-scale device
replacement and upgrade programme and various other ICT projects.
Main duties of the job
Together with the other ICT teams, this role will deliver a
desk side technical support service for all Trust IT users, ensuring that Trust
staff and other IT colleagues are fully informed of the progress of calls that
are raised with the Service Desk.
Duties will include incident break/fix of a variety of
technical support calls, managing service requests such as hardware and
software installations and end user set-up and configuration.
The role will also include project implementation work,
moves, installations, migrations, audits and refresh programmes.
Excellent Customer service is essential.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary, If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post.
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
Main Responsibilities
To
provide effective 1st and 2nd line technical support across the Trust to a high
or complex level.
Ensure
that ICT software, equipment and peripherals faults are resolved in line with
current SLAs.
To
maintain the existing ICT infrastructure by performing upgrades, new
installations and carrying out routine procedures.
Maintain
an accurate inventory of hardware and software.
Modify
user accounts to control access to applications at the required permission
level.
Reconfigure
complex systems and networks to deal with service demands, user requirements
and the installation of new devices.
Configuration
and administration of mobile and device management tools.
Support
the delivery of large-scale ICT projects.
Follow
all processes and procedures when managing technical support requests and
issues.
Maintain
accurate procedures and knowledge articles.
Provide
support to the wider Health Informatics department to resolve complex issues.
Provide
advanced training and advice for the use of specialist equipment and software.
Awareness
of cyber and data security.
Support
Microsoft and third-party patch management.
Supervision
of hardware and software engineers while on-site during system installations,
upgrades, or repairs.
Participate
in testing and development of new ICT systems to aid future Trust requirements.
Participate
in Trust wide IT on-call and helpdesk cover rotas as necessary.
Job description
Job responsibilities
Main Responsibilities
To
provide effective 1st and 2nd line technical support across the Trust to a high
or complex level.
Ensure
that ICT software, equipment and peripherals faults are resolved in line with
current SLAs.
To
maintain the existing ICT infrastructure by performing upgrades, new
installations and carrying out routine procedures.
Maintain
an accurate inventory of hardware and software.
Modify
user accounts to control access to applications at the required permission
level.
Reconfigure
complex systems and networks to deal with service demands, user requirements
and the installation of new devices.
Configuration
and administration of mobile and device management tools.
Support
the delivery of large-scale ICT projects.
Follow
all processes and procedures when managing technical support requests and
issues.
Maintain
accurate procedures and knowledge articles.
Provide
support to the wider Health Informatics department to resolve complex issues.
Provide
advanced training and advice for the use of specialist equipment and software.
Awareness
of cyber and data security.
Support
Microsoft and third-party patch management.
Supervision
of hardware and software engineers while on-site during system installations,
upgrades, or repairs.
Participate
in testing and development of new ICT systems to aid future Trust requirements.
Participate
in Trust wide IT on-call and helpdesk cover rotas as necessary.
Person Specification
Qualifications
Essential
- Degree level or equivalent experience (3 years practical ICT support).
- Technical knowledge of Microsoft Windows based computer systems and additional ICT hardware and systems.
Desirable
- Relevant industry standard qualifications such as :MCP/MCSE
- ITIL Awareness.
Special Requirements
Essential
- Ability to work outside core times, often at short notice.
- Able to work across all sites as required.
- Participation in Trust wide on call rota.
Desirable
- Ability to meet the travel requirements of this post
Special Skills and Knowledge
Essential
- Experience in the support of ICT hardware, software and peripherals.
- Ability to explain technical issues clearly to non-expert users
- Strong problem solving and analytical thinking skills
- Ability to work independently and prioritise tasks effectively.
Desirable
- Specialist technical knowledge of best practice in the field of technical support and relevant standards
- Working knowledge of principles governing confidentiality and security of personal data.
- Familiarity with NHS systems and software
- Understanding of healthcare technology needs
Experience
Essential
- Experience in the use of Microsoft operating systems and the ability to support bespoke systems, which control and manage this highly complex environment.
- Experience of supporting computer hardware including PCs, Laptops, handheld devices and other peripherals.
Desirable
- Various operating system experience from multiple vendors, including, but not limited to Microsoft Windows and Unix platforms.
- Dell certified engineer training.
- Health Service experience.
- Experience in the use of various communications systems such as Avaya CS1000, Avaya IP Office, Cisco Call Manager, Cisco Jabber or Microsoft Teams.
Person Specification
Qualifications
Essential
- Degree level or equivalent experience (3 years practical ICT support).
- Technical knowledge of Microsoft Windows based computer systems and additional ICT hardware and systems.
Desirable
- Relevant industry standard qualifications such as :MCP/MCSE
- ITIL Awareness.
Special Requirements
Essential
- Ability to work outside core times, often at short notice.
- Able to work across all sites as required.
- Participation in Trust wide on call rota.
Desirable
- Ability to meet the travel requirements of this post
Special Skills and Knowledge
Essential
- Experience in the support of ICT hardware, software and peripherals.
- Ability to explain technical issues clearly to non-expert users
- Strong problem solving and analytical thinking skills
- Ability to work independently and prioritise tasks effectively.
Desirable
- Specialist technical knowledge of best practice in the field of technical support and relevant standards
- Working knowledge of principles governing confidentiality and security of personal data.
- Familiarity with NHS systems and software
- Understanding of healthcare technology needs
Experience
Essential
- Experience in the use of Microsoft operating systems and the ability to support bespoke systems, which control and manage this highly complex environment.
- Experience of supporting computer hardware including PCs, Laptops, handheld devices and other peripherals.
Desirable
- Various operating system experience from multiple vendors, including, but not limited to Microsoft Windows and Unix platforms.
- Dell certified engineer training.
- Health Service experience.
- Experience in the use of various communications systems such as Avaya CS1000, Avaya IP Office, Cisco Call Manager, Cisco Jabber or Microsoft Teams.
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.
