Job overview
As a valued member of the OneLSC team, the post holder plays a crucial role in providing effective administrative support to the IT Technical Services teams. Comprehensive training will be provided to enable the post holder to assist in the efficient running of the IT Technical Services administrative function.
The responsibilities include supporting the Technical Services teams with their daily administrative activities. These activities encompass managing IT enquiries, tracking and overseeing requests for support, preparing reports, arranging meetings, raising financial orders, and assisting with asset management. Additionally, the post holder will contribute to project work and offer day-to-day administrative assistance to senior staff members.
A key aspect of the role involves managing the work queues for the IT teams, ensuring that all requests for changes and cyber alerts are processed accurately and in a timely manner. This includes the ongoing maintenance of relevant documentation and the asset inventory, supporting the smooth and secure operation of IT services across the organisation.
Main duties of the job
The role requires daily assistance with Technical Services administrative activities, supporting the technical teams with administrative tasks and resolving issues that arise in day-to-day operations. The post holder communicates effectively with Technical Services teams to help resolve issues and requests, providing support under instruction where appropriate for the maintenance and management of administrative requests within the Technical Services Department.
They liaise with technical colleagues to ensure that incidents are progressed and resolved satisfactorily, demonstrating initiative and professionalism when resolving problems. The post holder also supports Trust colleagues in a pleasant and efficient manner, working both independently and collaboratively within a team. Effective communication skills are essential.
Additional responsibilities include providing support for the Technical Services Team, informing senior personnel and colleagues when priority faults or issues arise, and assisting in maintaining effective communication within and between IT teams. The post holder also provides coverage for the allocation and scheduling of Service Desk incidents to available technical resources, suggests and implements changes to improve services, and provides reports and statistics as required by colleagues and senior personnel.
Working for our organisation
OneLSC is a newly established collaborative partnership shared service, created by five NHS Trusts that serve the Lancashire and South Cumbria population of 1.8 million people. Operating as a shared service run by the NHS for the NHS, OneLSC is hosted by East Lancashire Hospitals NHS Trust on behalf of all partner Trusts within the Lancashire and South Cumbria system.
The name OneLSC stands for ‘One Lancashire and South Cumbria’, embodying the ambition to provide unified services to the region through a coordinated team approach. The service is jointly operated by the five Trusts, functioning as a collaborative partnership:
* Blackpool Teaching Hospitals NHS Foundation Trust
* East Lancashire Hospitals NHS Trust
* Lancashire and South Cumbria NHS Foundation Trust
* Lancashire Teaching Hospitals NHS Foundation Trust
* University Hospitals of Morecambe Bay NHS Foundation Trust
The primary aim is to enhance collaboration and service integration, ensuring optimal service delivery to each partner organisation. OneLSC’s core objectives include eliminating duplication, reducing unwarranted variation, leveraging shared systems and processes, achieving value for money for partners and the wider system, and ultimately serving the communities of Lancashire and South Cumbria more effectively.
Detailed job description and main responsibilities
1. Stakeholder and Relationship Management
Maintain and develop effective working relationships with stakeholders, software suppliers, IT professionals, lead clinicians and other relevant personnel. This includes arranging meetings and workshops to support IT Department leads and other work stream leads, assisting in document management (such as agendas and minutes), and liaising with IT Service Desk, support teams, and Trust development teams to seek advice as necessary.
2. Formal Communication
Communicate formally with relevant meeting groups and stakeholders. Where appropriate, liaise with and report progress to IT Departmental leads. Assist staff in preparing reports for programme meetings.
3. Personal Education and Development
Take responsibility for personal education by undergoing annual appraisals and evaluating one’s own knowledge and practice against KSF outlines. Agree and develop a personal development plan (PDP), maintaining evidence of development and performance. Stay abreast of local and national trends and policies, undertaking required training. Share knowledge and skills within the team, supporting professional development and demonstrating duties to new starters and temporary staff where necessary.
4. Health, Safety and Security
Correctly and safely use equipment and the physical environment in accordance with Health, Safety and Security legislation. Promptly report any adverse occurrences via the Trust incident reporting system. Abide by legislation, policies, procedures and guidelines, including awareness of software suppliers’ contractual obligations. Attend mandatory training as required.
5. Process Improvement
Support improvements to working practices through the development and modification of Trust systems and processes. Assist in preparing draft specifications for approved changes and contribute to departmental meetings aimed at enhancing working practices.
6. Quality Assurance
Ensure the quality of own work and support the development of processes and systems to achieve high standards. Develop new procedures as needed, comply with relevant legislation and policies, participate in quality review workshops, and assist with or undertake testing in accordance with test plans.
7. Equality and Diversity
Uphold behaviour in line with Equality and Diversity requirements, treating everyone with dignity and respect, acknowledging different perspectives, and ensuring non-discriminatory practice. Report any behaviour undermining equality and diversity.
8. Project Information Management
Assist in producing departmental reports and facilitating meetings, including minute-taking. Maintain an organised document library.
9. Technical Services Administrative Support
Support the Technical teams with day-to-day administrative tasks and problem-solving, maintaining effective communication for issue resolution. Assist as required in the ongoing administrative needs of the Technical Services Department and liaise with technical colleagues to ensure incidents progress satisfactorily. Demonstrate initiative and professionalism, supporting computer users and working both independently and collaboratively.
10. Technical Services Team Support
Provide support for the Technical Services Team by informing senior personnel of priority issues, maintaining effective communications, overseeing allocation and scheduling of Service Desk incidents, and contributing to team organisation and workflow. Provide reports and statistics as required and participate in change control processes.
11. Project Management Support
Assist with the implementation of new projects and developments, support the Infrastructure Project Management Team with documentation, and work independently on assigned programmes/projects. Liaise with stakeholders to develop new or existing projects and provide administrative and coordination support within IT.
12. Project Query and Support
Handle project queries and support by using initiative to prioritise and communicate urgent requests, independently resolving queries when possible. Organise meetings, prepare agendas, take minutes, maintain efficient project filing systems (both electronic and paper), and participate in active project work as directed. Offer ongoing advice and service as part of a multi-disciplinary team.
13. Documentation and Knowledge Base
Provide and maintain supporting documentation for departmental operational procedures and colleague knowledge base items, ensuring these aids are available and up to date.
14. Standard Operating Procedures
Adhere strictly to approved Standard Operating Procedures used within the Department and Trust.
15. Compliance
Comply fully with all relevant legislation, policies, and procedures, ensuring adherence at all times.
Person specification
Qualifications & Education
Essential criteria
* General education to GCSE level or equivalent
Desirable criteria
* IT Qualification or equivalent experience
Knowledge
Essential criteria
* Experience of MS Windows and Office packages
* Excellent knowledge of technology, tablets, PCs, smartphones
Desirable criteria
* General understanding of IT and terminology
* Experience in working with PCs and technology
Skills
Essential criteria
* Ability to display tact and diplomacy and to interact at all levels of the organisation with a variety of people and situations
* Ability to work with constant interruptions from telephone calls and visitors coming into the office
Desirable criteria
* Willingness to support other areas
* Enthusiasm for taking on new challenges and opportunities