Job overview
Provide 1st and 2nd line technical support for IT services to all NHS staff across Acute, Primary Care, ICB, General Practices and Community Clinics during the hours of 8:00am to 8:00pm. Work attendance is agreed according to shift rota.
Main duties of the job
Participate in an out of hours on‑call arrangement, delivering remote and onsite 1st and 2nd line support to partner and customer organisations supported by MMDA on a 24x7x365 rota.
Detailed job description and main responsibilities
* Have in‑depth knowledge of all computer hardware and software technology used within the Acute Trust, Primary Care and General Practices.
* Offer telephone, remote and desktop support to all IT equipment owned by the trust.
* Create and manage a weekly work schedule while responding to urgent requests reported through the IT Service Desk.
* Perform system hardware and software housekeeping for applications and systems supported by the Informatics team.
* Ensure technologies are appropriately supported, updated and aligned with the needs of the Trust, ICB, GP practices and community clinics.
* Report and maintain incident details using the IT call‑logging tool, ensuring high accuracy and data integrity.
* Resolve a wide variety of IT problem incidents on a daily basis, including hardware and application failures.
* Maintain adherence to Local and Statutory regulations, including the Data Protection Act and Computer Misuse Act.
* Lead support projects for installations of key developments and new system technologies, performing testing for compatibility.
* Install, repair and maintain IT equipment and software packages, minimizing user disruption and following health and safety guidelines.
* Communicate effectively with staff at all levels and external support groups for specialist software and hardware.
* Develop and distribute new and revised policies throughout the Trust, ensuring implementation within the workplace.
* Act independently off‑site, referring major issues when necessary.
* Visit numerous sites across the trust’s large area, requiring a valid driving licence.
* Disseminate new or updated equipment on an initiative basis.
* Ensure confidentiality of patient and staff information in accordance with the Data Protection Act and other legislation.
Person specification
Qualifications
* Educated to degree level within IT field or have relevant experience in an IT operational support role.
* Experience using relevant NHS systems.
* Working towards professional qualifications such as Microsoft Certified Systems Engineer or CompTIA A+ Certification.
Knowledge and Experience
* Strong focus on IT support services and ability to meet organisational expectations.
* Experience with desktop and remote management support technologies.
* Ability to anticipate and respond to changing situations continuously.
* Strong communication and presentation skills.
* Self‑management of workload and delegation.
* Independent work and referral of major issues.
* Significant experience in an operational technical support environment.
* Experience with NHS National IM&T Strategy projects.
* Motivation for new technologies and innovative deployment.
* Problem resolution using remote management technologies and tools.
* Delivery of premium user service quality.
* First‑line support for operational, administrative and clinical services under agreed SLAs.
* Knowledge of NHS National IM&T Strategy.
Skills
* High quality work with hardware and application installation.
* Identification of user requirements.
* Capacity to work under pressure.
* Leadership skills for technology implementation.
* Highly organized with meticulous attention to detail.
Other
* Valid driving licence.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity and respect for all. The Trust welcomes individuals from all backgrounds and values unique skills, perspectives and experiences. Equality is core to our recruitment practice.
Flexible Working
All employees have the right to request flexible working from day one, with no limit on the number of requests they can make. Requests will be considered fairly regardless of reason.
Disclosure and Barring Service Check
Applicants may be required to undergo a DBS check based on the Rehabilitation of Offenders Act. If applicable, applicants will pay for the DBS check and any related fees.
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