Job summary
This vacancy is open to employees of Isle of Wight NHS
Trust and Portsmouth Hospitals University NHS Trust only.
NHS Band 5: £32,073
- £39,043 per annum
Hours per Week: 37.5
full time
Contract Type: Temporary for 2 years
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.
Main duties of the job
Job summary
- 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.
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 health and wellbeing of our staff is at the forefront of
everything we do. We are proud to be able to offer our staff some fantastic
benefits including our on-site Nursery, access to our free Beach Hut for those
long summer days, our on-site Wellness Centre including a gym and a swimming
pool, access to our fantastic staff networks including LGBTQ, Race Equality and
Disability, and awards ceremonies to recognise your achievements. We believe we
can offer support to all of our staff when they need it the most.
We welcome the unique contributions that you can bring in
terms of your education, opinions, culture, ethnicity, race, sex, gender
identity and expression, nation of origin, age, languages spoken, veterans' status, colour, religion, disability, sexual orientation, and beliefs.
The single corporate service is delivered across both
organisations. You can choose to be based at either IWT or PHU and individuals
may be required to undertake business travel between sites. The arrangements
and frequency will be agreed locally.
Job description
Job responsibilities
The post holder will be expected to undertake the following responsibilities:
Customer Support:
- 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 a 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.
- Maintain up to date support documentation, helping to develop and educate first-line support services, improving first contact resolution targets.
- 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.
Service Request Fulfilment:
- Ensure IT equipment for installation is prepared and testing in accordance with IT standards and end user requirements.
- Ensure deliveries of computer equipment are correct in content and in an acceptable condition.
- Provide start up training to new users, raising awareness amongst end users of the current IT policies and procedures.
- Physically dispose of old equipment in accordance with IT environmental regulations, ensuring the central inventory database is updated accordingly.
Infrastructure Development:
- Contribute to the implementation of specific elements within approved IT development
- projects to meet timescale and budgetary targets.
- Assist with operational developments, desktop hardware/ software replacement programmes.
For further information please refer to full job description.
Job description
Job responsibilities
The post holder will be expected to undertake the following responsibilities:
Customer Support:
- 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 a 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.
- Maintain up to date support documentation, helping to develop and educate first-line support services, improving first contact resolution targets.
- 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.
Service Request Fulfilment:
- Ensure IT equipment for installation is prepared and testing in accordance with IT standards and end user requirements.
- Ensure deliveries of computer equipment are correct in content and in an acceptable condition.
- Provide start up training to new users, raising awareness amongst end users of the current IT policies and procedures.
- Physically dispose of old equipment in accordance with IT environmental regulations, ensuring the central inventory database is updated accordingly.
Infrastructure Development:
- Contribute to the implementation of specific elements within approved IT development
- projects to meet timescale and budgetary targets.
- Assist with operational developments, desktop hardware/ software replacement programmes.
For further information please refer to full job description.
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).
Desirable
- ITIL Foundation Certificate
- Advanced technical accreditation e.g., Microsoft Certified Systems Engineer (MCSE), Certified Virtualisation Expert (CVE).
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.
Desirable
- Knowledge of supporting clinical applications within a healthcare setting.
- Experience of working within an NHS IT environment.
Skills and Knowledge
Essential
- Excellent interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to IT illiterate.
- Excellent verbal/written communication skills, with the ability to present within a group.
- Advanced technical knowledge to understand and resolve complex technical issues.
- Ability to set clear and appropriate priorities, with the ability to deal with conflicting demands, unpredictable work pattern, and multiple deadlines.
- Excellent customer friendly telephone manner
- Advanced keyboards skills
- Ability to remain calm when dealing with difficult users
- Practical understanding of NHS IT Security issues.
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).
Desirable
- ITIL Foundation Certificate
- Advanced technical accreditation e.g., Microsoft Certified Systems Engineer (MCSE), Certified Virtualisation Expert (CVE).
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.
Desirable
- Knowledge of supporting clinical applications within a healthcare setting.
- Experience of working within an NHS IT environment.
Skills and Knowledge
Essential
- Excellent interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to IT illiterate.
- Excellent verbal/written communication skills, with the ability to present within a group.
- Advanced technical knowledge to understand and resolve complex technical issues.
- Ability to set clear and appropriate priorities, with the ability to deal with conflicting demands, unpredictable work pattern, and multiple deadlines.
- Excellent customer friendly telephone manner
- Advanced keyboards skills
- Ability to remain calm when dealing with difficult users
- Practical understanding of NHS IT Security issues.
