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Detailed job description and main responsibilities

SECTION 1- MAIN RESPONSIBILITIES:

• To provide excellent first line operational support to calls for assistance from users of all the Trust’s computer systems and networks to support ITIL guidelines.
• Participate in technical rotations with the second line team
• Handle queries by telephone, email, through the portal, and face to face from Trust staff and external parties to provide detailed reports, advice, guidance, and resolutions for IT supported incidents and problems
• Demonstrate robust data quality is kept at all times on IT service management tools
• To report any identified risks whether IT related or not
• To provide documented processes where none exists, and improve and update any existing documentation to ensure continual improvement
• To update support calls onto the IT service management tool
• To work to Trust agreed service levels to support excellent customer service and processes
• To assist in maintaining the asset register of computer and network equipment within the service desk function.
• Ensure that the IT service desk meets and seeks to improve the IT service desk performance targets.
• Assist in the monitoring and progress of third party resolutions of reported fault calls and queries, against contracted service level agreements.
• To liaise with senior IT support staff on faults, queries and escalation of calls.
• To liaise with the Systems Team on logging and resolving clinical system application calls.
• To report any security breaches within the Trust not limited to IT services.
• Assessing the impact and urgency to the business so that appropriate service levels are applied.
• Perform operational procedures and ad hoc routines on any of the central systems.
• To provide administrative support for the department when necessary.
• To assist in the setting up of users, accounts and mailboxes for users of the Trust network and systems.
• Assist in the disposal of IT equipment, adhering to the Trusts disposal policy and departmental procedures.
• Be responsible for the security of all IT buildings and asset.
• Assist in the responsibility of ensuring IT cabinets housed within the hospital site are maintained and left secure.
• Be aware of the security of all removable IT stock held within the department and on the hospital campus.
• To monitor the use of and replenish computer consumables.
• To keep abreast of new technologies i.e. PC hardware, software etc.
• To attend and actively participate in Trust and IT related courses

SECTION 2- KNOWLEDGE AND SKILLS

Undertake training and development to enhance existing skills, as and when required by your line manager.

Keep up to date with departmental and Trust information, by attending meetings, seminars, reading appropriate communications and discussions with colleagues.

Be able to communicate at all levels of the organisation including understanding speech and languages difficulties either on the telephone or face to face.

Be able to analyse information and/or make decisions about the next course of action. Be able to identify faults on hardware and software and fix or escalate in line with IT helpdesk procedures.

Ability to communicate with Trust employees and external organisations complex analytical information. This may include fault reports, diagnoses and relevant event logs etc.

Required to use manual tools such as screwdrivers, pliers and others, to enable the fixing, repairing and building of IT equipment and components.

Required to use specialist software tools for the manipulation of data, fault diagnosis and repair of IT software/hardware.

Occasional use of post holder personal vehicle to attend external meetings, open days or training courses and seminars.

Be aware of the Major Incident Plan procedures, ensuring that the Major Incident Plan equipment is ready and fully operational.

SECTION 3- EFFORT AND ENVIRONMENT

Required to have good keyboard skills, and extended knowledge on the use of VDU equipment.

Portering of IT equipment including the use of a trolley and pallet truck.

Occasional heavy lifting of condemned equipment into the disposal repositories.

Sporadic work which can be office based or out and about, sometimes at very short notice. Required to fill in IT logs and reports regarding daily duties or incidents.

Must be fully aware of the use of Asbestos.

Must be aware of electrical requirements and basic building regulations, consulting with estates on location of services etc.

Occasionally required to work within main or backup computer rooms which can be noisy and often cold.

Occasionally required to work within the switch room, ducts and other dusty or dirty confined areas.

Will be required to work alone, in all areas where IT equipment is located.

Occasionally required to work irregular hours, in order to meet the demand of Service.

Required to use ladders or steps.