IT Officer

Leeds Community Healthcare NHS Trust

This job is now closed

Job summary

Post Title - IT Officer

An exciting and challenging opportunity has arisen to join the Leeds Community Healthcare NHS Trust IT department.

The post holder will provide support function to the Helpdesk Manager to effectively deliver all service requests, including forms, password resets and account creation, whilst adhering to departmental processes to ensure service timescales are maintained.

As part of the service delivery function, you will be required to liaise with IT staff, users and suppliers to aid the process of requests and fault rectification for any telephony or mobile phone service.

We are seeking an individual who will strive to review internal processes and identify improvements to our customers experience and support the Head of Information Technology in coordinating and implementing the delivery of new efficient processes both internally to the Trust and externally to other organisations.

Main duties of the job

It is expected that the post holder will also process and oversee requisitions, orders, bills, invoices, and recharges for the IT department and provide monitoring information to assist the IT Helpdesk Manager with report compilation.

You will be expected to receive telephone enquiries and take accurate messages for the team, dealing with more complex calls and enquiries in line with Trust policies and procedures, redirecting calls where appropriate. Liaise with staff across the Trust, professional groups, individuals, service users and external agencies on matters relating to the work of the team.

So if you share our commitment to provide a World Class Service to our customers then we look forward to hearing from you.

Mark Dwyer

IT helpdesk Manager

07740762571

About us

Working for Leeds Community Healthcare NHS Trust

Who are we?

Leeds Community Healthcare provides a range of community-based health services across the whole city. We treat people in their homes, local health centres and community hospitals, and work in partnership with other local Trusts, charities and Leeds City Council.

We have a strong culture based on deeply-held values, and our focus at all times is on delivering high quality care to the people of Leeds. In our most recent CQC evaluation, we were rated "Good", with our Adult Services rated "Outstanding" for caring.

Perks of the job

Our benefits range from generous annual leave to access to NHS discount sites. You can find the full list of attractive benefits and rewards at www.leedscommunityhealthcare.nhs.uk click on the Join Our Team Tab.

Right to Work

This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Date posted

25 July 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

C9833-YK-CC-258-24

Job locations

Building 3 White Rose Park

Millshaw Park Lane

Leeds

LS11 0DL

Job description

Job responsibilities

To be courteous, patient and tactful at all times, and to exercise the highest standards of customer care. Delivering high levels of customer service and presenting a positive image of the IM&T Department as part of the Finance & Resource Directorate.

To ensure, with other members of the department, that all requests for help, support and advice are recorded through the computerised Service Desk management system.

To routinely provide telephone based advice, support and fault diagnosis on IT related matters to Trust-wide users achieving an agreed standard for 1st line fix on phone target. To routinely receive requests for assistance via telephone & e-mail/ Service Desk management software and provide advice, support and fault diagnosis on IT related matters to Trust-wide users as directed by the Head of Information Technology or the IT Helpdesk Manager. Maintains accurate log entries of requests which cannot be dealt with on first contact, recording fault details, contact information and subsequently advise users of subsequent actions to be taken.

To provide, with other members of the team, assistance in giving first line technical support and guidance to enable users to solve their own problems. Maintains accurate log entries of contact with resolution details and follow-up information.

Device preparation of IT Trust Equipment prior to issuing to staff (Laptops, Desktops and Tablets). Provide support to Trust users in the use and configuration of mobile telephones. Maintain accurate record in regards to mobile telephones

To create, delete and maintain user accounts as required following the existing policies.

To provide documentation of procedures for the installation and support of desktop systems, Trust-wide applications and associated equipment.

To adhere to escalation procedures, promptly escalating unresolved calls as appropriate.

To provide support in the installation and configuration of all new desktop devices (including IPT phones, smart phones, PCs, laptops) and associated devices (e.g. printers and scanners) ensuring that the legal licensing requirements are adhered to.

To setup, configure and install computer equipment as directed to support projects and initiatives within the Trust.

To assist in identifying any desktop issue that may arise (e.g. regarding security, resilience or performance) and report to the IT Helpdesk Manager Provide consultancy to end users and provide recommendations on the most appropriate desktop hardware and software in response to users requests for new desktop IT equipment. Provides quotations following Trust guidelines for procurement purposes.

Key Responsibilities

1. Information

1.1 Enhance own performance through continuously developing own knowledge, skills and behaviours to meet the current and future requirements of the job and respond to the learning needs of the Trust.

1.2 Act within acceptable parameters as an employee for the trust, having regard to the applicable Code of Conduct for your role and ensuring own practice is in accordance with Trust policies.

1.3 Maintain own CPD and contribute to own personal development by participating in annual appraisal with line manager, developing a PDP, and actively participating in agreed learning activities and evaluating effectiveness of learning in relation to role.

1.4 Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other activities affect own practice

1.5 To achieve and demonstrate agreed standards of personal and professional development within agreed timescales.

1.6 To contribute positively to the effectiveness and efficiency of the teams in which he/she works.

1.7 To contribute to a healthy, safe and secure working environment by adhering to health and safety regulations, Trust policies, procedures and guidance. Take necessary action in relation to risks in the workplace including supporting others to manage risks and reporting incidents as necessary.

1.8 To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with Trust policies. Identify and take action when own or others action undermines equality and diversity.

1.9 To raise concerns around risk, malpractice or wrongdoing at work, which may affect patients, staff or the organisation, at the earliest reasonable opportunity.

1.10 To abide by the NHS values and the NHS Constitution, all staff must maintain the highest standards of care and service, treating every individual with compassion, dignity and respect, taking responsibility not only for the care you personally provide, but also for your wider contribution to the aims of your team and the NHS as a whole;

1.11 The post holder will be required to adapt to and undertake different or new duties in line with professional and service developments This Job Description is intended as a general guidance to the duties and responsibilities of the post and is not, therefore, exhaustive. It will be subject to review, in light of changing circumstances and in consultation with the post-holder

Job description

Job responsibilities

To ensure, with other members of the department, that all requests for help, support and advice are recorded through the computerised Service Desk management system.

To create, delete and maintain user accounts as required following the existing policies.

To provide documentation of procedures for the installation and support of desktop systems, Trust-wide applications and associated equipment.

To adhere to escalation procedures, promptly escalating unresolved calls as appropriate.

To setup, configure and install computer equipment as directed to support projects and initiatives within the Trust.

Key Responsibilities

1. Information

1.1 Enhance own performance through continuously developing own knowledge, skills and behaviours to meet the current and future requirements of the job and respond to the learning needs of the Trust.

1.2 Act within acceptable parameters as an employee for the trust, having regard to the applicable Code of Conduct for your role and ensuring own practice is in accordance with Trust policies.

1.4 Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other activities affect own practice

1.5 To achieve and demonstrate agreed standards of personal and professional development within agreed timescales.

1.6 To contribute positively to the effectiveness and efficiency of the teams in which he/she works.

1.9 To raise concerns around risk, malpractice or wrongdoing at work, which may affect patients, staff or the organisation, at the earliest reasonable opportunity.

Person Specification

Qualifications

Essential

Please explain how you meet the Essential criteria for Qualifications, within the job description? Look at the job description document and view the person specification for Qualifications. Then please give your answer.

Experience

Essential

Please explain how you meet the Essential criteria for Experience, within the job description? Look at the job description document and view the person specification for Experience. Then please give your answer.

Skills and Knowledge

Essential

Please explain how you meet the Essential criteria for Skills and Knowledge, within the job description? Look at the job description document and view the person specification for Skills and Knowledge. Then please give your answer.

Person Specification

Qualifications

Essential

Please explain how you meet the Essential criteria for Qualifications, within the job description? Look at the job description document and view the person specification for Qualifications. Then please give your answer.

Experience

Essential

Please explain how you meet the Essential criteria for Experience, within the job description? Look at the job description document and view the person specification for Experience. Then please give your answer.

Skills and Knowledge

Essential

Please explain how you meet the Essential criteria for Skills and Knowledge, within the job description? Look at the job description document and view the person specification for Skills and Knowledge. Then please give your answer.