Job summary
This vacancy is open to Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.
Fixed Term Contract
This vacancy is based at Queen Alexandra Hospital, Portsmouth, as an on-site engineer.
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 second-line mobile site engineering support, dealing with complex technical 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
Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust 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 vision for our single corporate services is to:
- Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer.
- Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts.
- Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities.
- Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations.
- Improve learning and development opportunities and sharing best practice, upskilling both Trusts.
- Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing.
- Build resilience for individuals and our teams.
Job description
Job responsibilities
Forming part of the IT site engineering team, supporting a wide range of IT systems and applications in use across the Trust, including specific core clinical applications.
Log and manage all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
Complete IT installations relating to hardware or software following procurement processes and procedures.
Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone, via remote support technologies or by visiting end users at various remote locations, as required.
Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.
Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities.
Adhere to Trust policies and procedures as required.
Occasionally be required to work flexibly to meet the demands of the service.
Participate in an out of hours technical support service, forming part initial point of contact team known as main on-call.
Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998
Job description
Job responsibilities
Forming part of the IT site engineering team, supporting a wide range of IT systems and applications in use across the Trust, including specific core clinical applications.
Log and manage all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
Complete IT installations relating to hardware or software following procurement processes and procedures.
Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone, via remote support technologies or by visiting end users at various remote locations, as required.
Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.
Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities.
Adhere to Trust policies and procedures as required.
Occasionally be required to work flexibly to meet the demands of the service.
Participate in an out of hours technical support service, forming part initial point of contact team known as main on-call.
Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998
Person Specification
Qualifications
Essential
- - Degree level qualification or equivalent in computing or related field
- - Higher National Diploma in IT (HND)
- - Technical accreditation in at least one or more specialised IT area e.g., Microsoft MCTS/MCITP, Cisco (CCNA)
Experience
Essential
- - Theoretical and specialist knowledge across one or more information technology platforms; Desktop Virtualisation, Data & Voice Networking, Security, Mobility, Peripheral Hardware
- - Significant experience of IT Service Management functions e.g., Incident, Problem and Change Management
- - Significant experience of participating in technical problems through to resolution, including working within a team and including external suppliers.
- - Experience in the use of Windows operating systems and office 365
- - Experience of completing hardware and software installations covering a wide range of technologies and device types.
- - Experience of supporting the delivery of technical projects and programmes of work.
- - Experience in assisting in report writing and developing operating procedures and user guides.
Person Specification
Qualifications
Essential
- - Degree level qualification or equivalent in computing or related field
- - Higher National Diploma in IT (HND)
- - Technical accreditation in at least one or more specialised IT area e.g., Microsoft MCTS/MCITP, Cisco (CCNA)
Experience
Essential
- - Theoretical and specialist knowledge across one or more information technology platforms; Desktop Virtualisation, Data & Voice Networking, Security, Mobility, Peripheral Hardware
- - Significant experience of IT Service Management functions e.g., Incident, Problem and Change Management
- - Significant experience of participating in technical problems through to resolution, including working within a team and including external suppliers.
- - Experience in the use of Windows operating systems and office 365
- - Experience of completing hardware and software installations covering a wide range of technologies and device types.
- - Experience of supporting the delivery of technical projects and programmes of work.
- - Experience in assisting in report writing and developing operating procedures and user guides.
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.
