Job overview
The post holder will be a key member of the IT Management Team working with the Head of IT to implement the IT strategy and have personal accountability for the management of the day-to-day IT services provided by internal and external IT suppliers and for the planning and
implementation of specified technical IT projects. This will include carrying out feasibility studies and developing business cases.
The post holder will have responsibility for ensuring that computer networks, infrastructure including servers, desktop devices, laptops and clinical and non-clinical systems are properly supported, maintained and updated.
The Senior ICT Technician will be a skilled and experienced member of the Information technology function with the ability to perform tasks unsupervised, and act as the subject matter expert on technology within the IT Management team. The post holder will be expected to work flexibly to meet the needs of our workforce, participating in the 24/7 365 on call rota, occasionally working outside of normal office hours collaborating with suppliers to undertake upgrades to critical systems as and when required.
Candidates must have extensive and recent experience of working at the level of a Senior ICT Technician (Service Delivery) within the Digital team.
Main duties of the job
Incident and Problem Management
• Provide support for IT issues, managing incidents and service requests.
• Diagnose/Analyse, troubleshoot, and resolve complex hardware and
software, and issues in a timely manner, often providing the appropriate
course of action where different options may exist.
• Escalate unresolved incidents as appropriate to senior leaders or
external vendors where necessary.
• Collaborate with other IT teams to resolve complex issues and prevent
recurring problems through proactive problem management.
Service Request Fulfilment
• Process and fulfil service requests from end users, including setting up
new accounts, installing software, configuring devices, and managing
access permissions.
• Ensure that requests are fulfilled within agreed service-level
agreements (SLAs) and maintain clear communication with users
throughout the process.
• Collaborate with other IT teams to deliver large-scale service requests,
such as the deployment of new software or hardware across
departments.
Please see attached the Job Description and Person Specification for details associated with this role.
Working for our organisation
* Full training and support when you join and ongoing throughout your employment with us.
* Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
* Enrolment into the NHS Pension Scheme.
* Access to continual professional development and opportunities within SCAS and the NHS.
* Occupational Health support along with an Employee Assistance Programme.
* NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
Detailed job description and main responsibilities
Customer Service and User Support
Deliver excellent customer service by providing timely, professional, and effective support to all Trust staff.
Ensure that all user queries are handled efficiently, and that clear communication is maintained throughout the process.
Provide guidance and training to users on how to effectively and safely use digital tools and systems to enhance productivity and patient care.
Change and Configuration Management
Support the implementation of changes to digital services, ensuring minimal disruption to operations.
Ensure all changes are logged and approved in line with the Trust’s
change management processes via the Change Approval Boad (CAB)
and / or the Technical Design Authority (TDA).
Assist in maintaining accurate configuration records of IT systems and assets to ensure all equipment is properly tracked and documented.
Security and Compliance
Ensure all IT systems and processes adhere to NHS cyber security and
compliance standards, including data protection regulations for example:
Carecert, GDPR (General Data Protection Regulation), DSPT – (Digital
Security and Protection Toolkit) and where appropriate, new applications
have been DPIA (Data Processing Impact Assessment) assessed.
Assist in implementing security measures such as antivirus protection, access controls, and data encryption working within the guidelines of the Security team.
Monitor for potential security incidents and escalate any concerns to the IT security team as needed.
Monitoring and Reporting on Service Delivery
Monitor the performance of IT systems and services to identify any
potential issues before they affect users.
Provide feedback to the Senior Management Team to support
continuous improvement initiatives and enhance service quality.
Please see attached the Job Description and Person Specification for details associated with this role.
Person specification
Qualifications
Essential criteria
* Masters level degree or equivalent level of experience
Desirable criteria
* Working towards a relevant information security qualification, such as CISMP,CISM, CISSP etc
* Knowledge of the NHS and the new health and social care arrangements
Knowledge
Essential criteria
* Knowledge of relevant information security and privacy related legislation and regulation – such as Data Protection Act 2018, Freedom of Information Act, etc.
* Knowledge of relevant information security frameworks, such as ISO27001, NIST, etc.
* Awareness of Security Function tools & techniques and effective risk management techniques
* Knowledge of IT systems implementation
Desirable criteria
* Working knowledge of relevant standards e.g. ISO20000, ISO/IEC 27001
* Knowledge of Security Function tools & techniques and effective risk management techniques
Skills
Essential criteria
* Strong interpersonal skills & able to develop and maintain effective and credible relationships with business leaders and supplier management
* Proven ability of proactively engaging and managing a broad range of stakeholders, including senior management and external third parties
Desirable criteria
* Experience of working within a Security Function structure
* Experience of ITIL disciplines
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.