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Detailed job description and main responsibilities

KEY DUTIES

• Provide 1^st & 2^nd line telephone-based support to all our customers.
• To provide 1^st line support for all of IT/IT Helpdesk/DEV/Network/Trainers and IT support services for our user base which includes Acute Trust, Community Clinics, and general practices during the hours of 08:00 and 20:00 to be the agreed working attendance (see additional information).
• Display excellent customer care skills at all times when dealing with customers.
• Perform all essential system hardware and software housekeeping routines for the applications and systems supported by the Local Community, both locally and remote.
• Provide essential hardware and software application support and ensure that these technologies are appropriately supported to the needs of the Health Community.
• Solve and configure PC systems ad associated peripheral and specialist device adapters as required.
• Strong knowledge of all hardware components, and all associated system software tools.
• Respond to hardware and software failure ensuring complete fix is secure.
• To report all user incident problem details using the Informatics IT ‘Call Logging Database’ observing existing procedure and change control.
• Provide effective communication and incident report details.
• Maintain adherence to Local and Statutory regulations relating to the use/misuse of data and computer facilities in particular the Data protection Act and Copyright laws.
• Provide support as delegated with regards to the installations of key developments of new system infrastructure.
• Assist with installation of IT equipment’s and software implementations ensuring the process is efficient and effective minimising user disruption.
• Assist with the projects to support operational changes or developments that require information technology.
• Undertake routine and general support duties as may be required from time to time.
• Be aware of all current legislative conditions particularly the Data Protection Act 1998 and the Computer Misuse Act 1990 and undertake duties in accordance with this legislation.
• In the course of your employment, you may come into contact with confidential information relating to patients and staff. Strictest confidentiality must be maintained at all times and failure to do so may result in dismissal.
• Carry out duties appropriate to the grade as may be required by the Director of Informatics.

ADDITIONAL INFORMATION

Base

• The post holder will be based at premises used by MMDA. Due to the multi-site nature of the organisation the post holder is required to be a car driver and owner.  A mileage allowance is payable for such work.

Flexibility

• Job descriptions are intended to act as a flexible guide to the duties of the post and therefore will require revision in consultation with the post holder to reflect the changing requirements of the post to enable the Trust to achieve its corporate goals and objectives.
• As part of the organisational requirements and subject to negotiation with staff and representatives the Informatics Operational Support Services will operate a 24/7 support service in alignment to the Health Community requirements. Operational Technical support Staff will operate a shift attendance pattern.

Moving & Handling

• The post holder will be required to move IT equipment, loading, and unloading vans, office moves between sites in accordance with the Trust Policy.

 CLINICAL & PROFESSIONAL RESPONSIBILITIES

• Maintain Professional Registration.
• Adhere to relevant Code of Practice of Professional body.

ADMINISTRATIVE RESPONSIBILITIES

• Logging and updating records on the internal call logging system.
• Maintain the asset database for all hardware.
• Contribute to the maintenance and development of an internal knowledge base.

TEACHING & TRAINING RESPONSIBILITIES

• Must ensure all mandatory training is up to date.
• Participate and contribute to personal development plan in annual appraisal.