Job summary
The IT Tech Officer is a role based within the IT Service Management Team of the Digital Department of the Trust. The prime purpose of this role is to support, maintain and deliver an integrated IT Service of support within the Service Level Agreements (SLA) that the Trust has agreed.
The IT Tech Officer will work in accordance with the Trust's Digital support of IT systems to provide 1st and a minimum level of 2nd line support to all Trust staff.
The post holder will perform a high-quality customer facing and telephone -based first line IT support role for Trust users visiting the Digital dept and provide a professional and authoritative first point of contact for IT issues
The post holder will act as point of contact for the IT Service Level Agreement adopted by the Trust.
Main duties of the job
The post holder through the provision of customer facing and telephony support and IT Service Management software is responsible for ensuring the availability of IT service support to all Trust users, this will include:
Respond to all types of IT related issues effectively and efficiently, in a polite and professional manner adhering to agreed Service Level Agreements.
o Provide 1st and a minimum level of 2nd Line support, including the analysis and diagnosis of complex hardware and software problems to initiate the most appropriate corrective action
About us
o To ensure compliance with all Trust Risk Management, Research Governance and Infection Control Policies and Procedures, abide by the Standards for Better Health.
o Ensure all mandatory training is undertaken on time.
o To ensure that competency is maintained to the relevant of the role.
o To ensure compliance with all Trust policies and procedures.
o To undertake other tasks and duties as required that are commensurate with the nature of the job and the banding of the post.
o The post holder will ensure adherence to organisational policies and Information Governance at all times.
The partnership betweenBarnet, Enfield and Haringey Mental Health NHS Trust (BEH)andCamden and Islington NHS Foundation Trust (C&I)is going from strength to strength since it was originally established in 2021 forming theNorth London Mental Health Partnership.
In order to meet the needs of the new Partnership services you may be required from time to time to work at different locations to your normal place of work. This may mean that you are required to work at any location that fall under Barnet, Enfield and Harringay Trust and Camden and Islington Trust. The Trust reserves the right to require staff to work at such other places or locations as it considers reasonable and necessary on a temporary or permanent basis.
Job description
Job responsibilities
The post holder through the provision of customer facing and telephony support and IT Service Management software is responsible for ensuring the availability of IT service support to all Trust users, this will include:
Respond to all types of IT related issues effectively and efficiently, in a polite and professional manner adhering to agreed Service Level Agreements.
Provide 1st and a minimum level of 2nd Line support, including the analysis and diagnosis of complex hardware and software problems to initiate the most appropriate corrective action and to then assign the right level of 2nd Line support services.
To escalate issues which cannot initially be resolved by 1st line to the relevant2nd Line support services and communicate with the user the action plan to resolve the issue.
To assist with Service Desk calls, incident logging, and incident resolution and prioritize calls according to defined Service Level Agreements.
Responsible for the investigation and resolution of 1st line support services problems and to then manage the escalation of more complex issues to the dedicated 2nd Line support teams as appropriate. Carry out ICT systems related tasks as agreed between the Service Desk Manager and IT Service Delivery Manager and working in partnership with the Service Support Manager.
Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
Working in partnership with ICT colleagues to liaise with third party suppliers to effect prompt system fault resolution and repair.
Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.
Work closely with Service Support colleagues to implement and maintain ITILmethodology in relation to the ICT Service Support Team(s).
Work in conjunction with ICT Management to develop and maintain business continuity and disaster recovery plans in your own area and respond to service effecting incidents in accordance with these plans.
To produce and present routine information orally, in writing or electronically to inform work colleagues, ICT Management, customers and external contacts.
Assists users in making more effective use of systems, products and services.Makes initial diagnosis of any problems and advises known solutions where applicable.
To set up and maintain user accounts as required to ensure that users are able to access appropriate data and to maintain the integrity of that data
To perform general IT administration and housekeeping duties as defined by theService Desk Manager.
The post holder is required to understand & deploy service management functions as agreed with the Service Support and Delivery Manager.
Explore and establish feedback mechanisms to capture service intelligence and ways of engaging with service users to ensure their needs are coordinated.
Assist the Service Management team to implement robust systems for risk management across the areas of responsibility of the post.
To contribute towards ensuring that the ICT Department has appropriate Business Continuity and Disaster Recovery Plans which are updated and tested.
To undertake continual upgrading of skills to reflect rapid changes in technology, the Trusts environment, and the needs of the Trust.
Job description
Job responsibilities
The post holder through the provision of customer facing and telephony support and IT Service Management software is responsible for ensuring the availability of IT service support to all Trust users, this will include:
Respond to all types of IT related issues effectively and efficiently, in a polite and professional manner adhering to agreed Service Level Agreements.
Provide 1st and a minimum level of 2nd Line support, including the analysis and diagnosis of complex hardware and software problems to initiate the most appropriate corrective action and to then assign the right level of 2nd Line support services.
To escalate issues which cannot initially be resolved by 1st line to the relevant2nd Line support services and communicate with the user the action plan to resolve the issue.
To assist with Service Desk calls, incident logging, and incident resolution and prioritize calls according to defined Service Level Agreements.
Responsible for the investigation and resolution of 1st line support services problems and to then manage the escalation of more complex issues to the dedicated 2nd Line support teams as appropriate. Carry out ICT systems related tasks as agreed between the Service Desk Manager and IT Service Delivery Manager and working in partnership with the Service Support Manager.
Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
Working in partnership with ICT colleagues to liaise with third party suppliers to effect prompt system fault resolution and repair.
Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.
Work closely with Service Support colleagues to implement and maintain ITILmethodology in relation to the ICT Service Support Team(s).
Work in conjunction with ICT Management to develop and maintain business continuity and disaster recovery plans in your own area and respond to service effecting incidents in accordance with these plans.
To produce and present routine information orally, in writing or electronically to inform work colleagues, ICT Management, customers and external contacts.
Assists users in making more effective use of systems, products and services.Makes initial diagnosis of any problems and advises known solutions where applicable.
To set up and maintain user accounts as required to ensure that users are able to access appropriate data and to maintain the integrity of that data
To perform general IT administration and housekeeping duties as defined by theService Desk Manager.
The post holder is required to understand & deploy service management functions as agreed with the Service Support and Delivery Manager.
Explore and establish feedback mechanisms to capture service intelligence and ways of engaging with service users to ensure their needs are coordinated.
Assist the Service Management team to implement robust systems for risk management across the areas of responsibility of the post.
To contribute towards ensuring that the ICT Department has appropriate Business Continuity and Disaster Recovery Plans which are updated and tested.
To undertake continual upgrading of skills to reflect rapid changes in technology, the Trusts environment, and the needs of the Trust.
Person Specification
Qualifications
Essential
- University Degree/2 years+ Work Experience
- Good communication skills
- Good interpersonal skills
- Possess excellent communication skills in order to provide and receive information which may be complicated e.g. discuss IT requests to ensure information is accurate, consistent and of the best quality, with internal and external clients.
- Knowledge of working within a technical support environment
Desirable
- Customer care training
- Keen to undertake further training
- Ability to use professional judgement and advise others on best practice on IT
Experience
Essential
- Knowledge of IT Service Level Agreements, policies and procedures
- Demonstrate the ability to plan, organise and prioritise workload according to the demands of conflicting and unpredictable requests.
- Demonstrate the ability to solve problems and make decisions within the parameters of the job role e.g. assessing and dealing with queries relating to IT.
Desirable
- Ability to manipulate and analyse data sets at speed and produce figures in a clear, accurate and meaningful manner
- Ability to analyse and investigate data and trends in order to draw conclusions and assist decision making
Skills
Essential
- Ability to communicate both in written and verbal forms with a wide range of disciplines.
- Ability to communicate both in written and verbal forms with a wide range of disciplines.
- Ability to foster and maintain positive working and customer relationships.
- Ability to work in a confidential manner.
Desirable
- Experience of work on IT projects
- Experience of delivery such as a Service Desk to agreed KPI's and SLA's
Person Specification
Qualifications
Essential
- University Degree/2 years+ Work Experience
- Good communication skills
- Good interpersonal skills
- Possess excellent communication skills in order to provide and receive information which may be complicated e.g. discuss IT requests to ensure information is accurate, consistent and of the best quality, with internal and external clients.
- Knowledge of working within a technical support environment
Desirable
- Customer care training
- Keen to undertake further training
- Ability to use professional judgement and advise others on best practice on IT
Experience
Essential
- Knowledge of IT Service Level Agreements, policies and procedures
- Demonstrate the ability to plan, organise and prioritise workload according to the demands of conflicting and unpredictable requests.
- Demonstrate the ability to solve problems and make decisions within the parameters of the job role e.g. assessing and dealing with queries relating to IT.
Desirable
- Ability to manipulate and analyse data sets at speed and produce figures in a clear, accurate and meaningful manner
- Ability to analyse and investigate data and trends in order to draw conclusions and assist decision making
Skills
Essential
- Ability to communicate both in written and verbal forms with a wide range of disciplines.
- Ability to communicate both in written and verbal forms with a wide range of disciplines.
- Ability to foster and maintain positive working and customer relationships.
- Ability to work in a confidential manner.
Desirable
- Experience of work on IT projects
- Experience of delivery such as a Service Desk to agreed KPI's and SLA's
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
