Detailed job description
and main responsibilities
To provide a second-line remedial or support service to all IT users within the Trust:
1. Performing all aspects of desktop support administration at a project and transformation development level
2. Assisting with IT technical input to issues involving other organisations
3. Providing input into strategic planning for IT Desktop Services
4. Assisting with project management for identified IT-related changes and implementations involving desktop services
5. To ensure requests are actioned promptly and efficiently
6. To communicate with the IT users to understand or explain the nature of the problem and timescales for the resolution
7. To establish good relationships between IT and users of IT equipment throughout the Trust
8. To provide ad-hoc end user coaching and training
9. To maintain records of work carried out using software employed by the IT department
10. To support all other members of the IT Team
The post holder is required to help provide practical assistance and/or advice where appropriate to other members of the IT Department to contribute to the smooth running of the IT Department including contributing to the Departmental on-call effort as required;
To provide support to end users of IT equipment and peripherals connected to the hospital network. Responsibilities include:
11. Installation and repairs of IT equipment and software.
12. Configure IT equipment onto the hospital network, troubleshoot network issues.
13. Respond to requests for assistance via the IT Service Desk when users report problems, and report back on progress and resolution.
14. Provide advice where possible to enable users to resolve their own problems.
15. Call on assistance from other members of the IT Operations teams or external suppliers as appropriate.
16. Assist in the training of new users and the set-up of data backup and security procedures.
17. Maintain a database of Trust owned IT equipment recording installations of new equipment and any movement of equipment within the Trust.
18. Maintain an inventory of all IT equipment from the point of receipt into the Trust.
19. Install required software packages, apps and virus checking software prior to installation of equipment and handover to users.
Person specification
Qualifications
Essential criteria
20. Educated to degree level (or equivalent) or have equivalent experience.
21. To hold or is working towards a qualification in IT.
22. ITIL Foundation Level Qualification.
23. working in a large scale IT environment - Minimum 3 years experience
Desirable criteria
24. To be working towards or have obtained Microsoft qualifications in recent or current Microsoft desktop or applications.
25. Course Completion or qualifications on Microsoft cloud platforms and technologies. Such as o365 and SCCM
26. ITIL Certified
Experience
Essential criteria
27. Significant experience working in a Technical IT support environment within a large complex environment.
28. Significant experience working as a lead technical role within a medium to large project
29. Must be able to determine priority, importance and urgency of the tasks on own job lists to meet with client area requirements.
30. Ability to work to deadlines and acting on own initiative.
Desirable criteria
31. NHS Experience
Technical skills
Essential criteria
32. Technical Skills CompetenciesA working knowledge of current Microsoft Windows operating systems and Office packages is required for assistance with escalated user requests or queries.
33. Be able to manage a problem and perform root cause analysis on the collated information in order to resolve the issue.
Desirable criteria
34. To have a positive attitude towards all aspects of the modern IT technologies.
35. To promote an educational environment in order to aid our user base in the use and understanding of IT software and hardware available to them.