To succeed in this role the post holder will require good knowledge of IT systems and will be expected to develop a deep understanding of the Trusts current technologies and methodologies used throughout the Trust. Support operations The post holder will be responsible for delivery of an IT Support service to all Trust staff. In this capacity the post holder will be responsible for undertaking established and routine activities associated with Desktop support operations as directed by the Desktop Support Manager. This will include but not be limited to the following activities: Ownership and management of IT incidents allocated to the engineer via Fresh Service.
The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure in line with the implementation of ITIL standards. Applications The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/EPR), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have, or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff. Hardware The post holder will be expected to provide expert support in all areas of hardware which may include, but not be limited to, desktop PCs, printers, laptops, mobile devices, other peripherals etc.
You will be expected to provide hardware support and work through sometimes complex problems to resolution. Prompt diagnosis and repair/replacement of faulty equipment is required to ensure Trust staff are able to work effectively and unhindered. Documentation The post holder will assist with the following activities: The creation and on-going maintenance of knowledge databases used within the group. The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff.
Communication Effective and timely communications is an essential activity of the role and the IT Support Technician will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include: Communicating the progress of logged incidents, problems and changes. Assist with communication to key stakeholders and system owners in connection with major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).
Service Improvement The post holder will be expected to follow departmental and Trust SOPs, Policies and Procedures and will be required to provide feedback on IT service related items to ensure continual improvement of the IT Service. Other The post holder will have administrative access to a wide range of systems used throughout the Trust. The post holder will be expected to perform user administration tasks which will include but not be limited to: Manage access to all IT systems ensuring that strong user authentication controls are in place at all times. May on occasion be required to travel to other sites in order to resolve issues where remote support functionality is not available or not sufficient.
Please refer to the attached Job Description for further details.