Job summary
This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only
Band 4: 27,485 - £30,162 pro rata per annum
Permanent Contract
Full time : 37.5 hours per week
Main duties of the job
To improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimise the impact of IT services affecting service users and on patient care, support services and management by:
Providing first and second-line mobile site engineering support, dealing with service desk issues and requests as required, through to resolution, ensuring the department meets Service Level Agreement targets.
Assisting with software and hardware installations either through support or managed pieces of work.
Enable the departments ITIL processes, providing professional guidance and execution of Incident Management and Request Fulfilment.
Where relevant, escalating calls to third-line technical support staff or 3rd party suppliers.
Supporting the Trust in meeting business objectives by contributing to assessment of potential technology innovations and, where approved, assisting their implementation
About us
Our vision for Single Corporate Services Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.
Why are we changing the way we deliver Corporate Services?
Working as a partnership, both IWT and PHU have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. The creation of a single corporate service is essential for us to support our clinical and operational services, and our wider transformation programme.
The single corporate service is delivered across both organisation. You may be based at either IWT or
PHU and individuals may be required to undertake business travel between sites. For leaders managing
staff across multi-site locations, you will need to be visible and provide in person leadership. The
arrangements and frequency will be agreed locally
Job description
Job responsibilities
Forming part of the IT Incident and Service Request processes, dealing with all types of queries, requests for service and incidents, ensuring a consistent approach is taken and the customer receives an efficient and responsive service.
Provide first and second-line support service, managing tickets as required, through to resolution, ensuring all necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements.
Keep up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users.
Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment.
Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them.
Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software or by visiting end users located at various remote locations.
Managing tickets to ensure service users are kept informed of progress, through to resolution.
Assist with team administrative tasks as required including procurement, inventory surveys and assets register updates.
Job description
Job responsibilities
Forming part of the IT Incident and Service Request processes, dealing with all types of queries, requests for service and incidents, ensuring a consistent approach is taken and the customer receives an efficient and responsive service.
Provide first and second-line support service, managing tickets as required, through to resolution, ensuring all necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements.
Keep up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users.
Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment.
Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them.
Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software or by visiting end users located at various remote locations.
Managing tickets to ensure service users are kept informed of progress, through to resolution.
Assist with team administrative tasks as required including procurement, inventory surveys and assets register updates.
Person Specification
Qualifications
Essential
- Higher National Diploma in IT HND.
- Hold local training qualification such as AET or willing to work towards in first year.
Desirable
- ITIL Foundation Certificate
Experience
Essential
- IT Literate and practical experience of Windows software, e.g. Word, Excel, etc.
- Application incident and problem management skills
- Understanding of NHS data standards and NHS data items
- Understanding of equality and diversity issues and how this affects patients, visitors and staff.
- Knowledge of supporting clinical applications within a healthcare setting.
- Experience of working within an NHS IT environment
Person Specification
Qualifications
Essential
- Higher National Diploma in IT HND.
- Hold local training qualification such as AET or willing to work towards in first year.
Desirable
- ITIL Foundation Certificate
Experience
Essential
- IT Literate and practical experience of Windows software, e.g. Word, Excel, etc.
- Application incident and problem management skills
- Understanding of NHS data standards and NHS data items
- Understanding of equality and diversity issues and how this affects patients, visitors and staff.
- Knowledge of supporting clinical applications within a healthcare setting.
- Experience of working within an NHS IT environment
Employer details
Employer name
Isle of Wight NHS Trust
Address
Portsmouth Hospitals University NHS Trust Corporate Hub
Block 4000, Lakeside North Harbour, Western Road, Cosham
PO6 3EN
Employer's website
https://www.iow.nhs.uk/ (Opens in a new tab)
