IT Helpdesk Officer (Band 4)

Job description

Job responsibilities

1. Managerial

1.1 The primary focus of this team is to provide IT support to Airedale NHS Foundation Trust. There will be opportunities for job rotation with other support staff in the interests of promoting personal development, training and improved levels of service cover.

1.2 Participate in the Help Desk function, logging fault calls, identifying and resolving hardware and software related problems. This will require the ability to communicate technical issues using jargon free terminology, to users at all levels.

1.3 Install, maintain and repair IT assets which may include items such as systems, servers, desktops, network hardware, telecommunication systems and take decisions to escalate issues as and when necessary.

1.4 To maintain and update system documentation and operational procedures.

1.5 Respond to technical enquiries regarding the appropriate purchasing, disposal, and effective use of IT equipment from all departments in accordance with Trust policies and procedures.

1.6 Provide support and advice to users which may include operating system skills or application / clinical system features.

1.7 Organise and prioritise workload to meet contracted service levels.

1.8 Ensure that work practices meet data protection policy and that other relevant security protocols are observed.

1.9 Identify any security or other breaches and escalate to senior IT Management

1.10 Test and evaluate new equipment prior to deployment and ensure that suitable desktop / device images are maintained; fault finding of faulty equipment and testing prior to redeployment.

1.11 Ensure that the procurement, installation, use, maintenance and disposal of hardware and software is undertaken in accordance with copyright laws, manufacturers / suppliers requirements, and with the Acceptable Use Policy

1.12 To ensure that the Trusts IT asset database is kept up-to-date with all new purchases disposals. The post holder may be required to perform inventory audits as appropriate ensure the integrity of the database.

1.13 To provide user account administration for all key Windows Server based systems, e.g. Active Directory, email, shared folders, remote access

1.14 To inform users of potential or planned interruptions to IT services

1.15 May be required to participate in the Trusts IT on-call rota and provide assistance where necessary to support the Trusts role in co-ordinating response to major incidents.

2. Communication and Working Relationships

2.1 Attend relevant meetings including project and team meetings.

2.2 Participate in local IT project development work as allocated from time to time.

2.3 Work collaboratively within the IT Team and with other Directorates to ensure that IT service resources are used flexibly to meet the demand, including providing assistance in other areas of the IT estate at times of pressure.

2.4 Work flexibly where required to provide IT Support to other customer groups in the interests of providing additional cover, meeting customer demands or providing an efficient service

2.5 Provide support for the Registration Authority / smart card function such as re-setting passcodes, renewing smart card certificates, providing advice and guidance, assisting with development projects or trouble shooting access

2.6 Provide general administrative support for the IT service such as assisting with the compilation of management information, contract management support, placing orders, maintenance of information stored in local and national databases etc.

3. Finance / Resources

3.1 Undertake periodic audits and ensure the IM&T asset registers are maintained.

3.2 Ensure calls are logged and documented appropriately on the Trusts Helpdesk system and that, where required, specific articles are created in conjunction with the IT Operations Manager and shared to the wider team to address known system problems.

4. Research / Development

4.1 Maintain skills and knowledge of NHS IM&T infrastructure and an appreciation of local NHS IT strategies and projects that affect the post holders sphere of work.

4.2 Attend employee training and development activities as directed.

5. Information / Data Responsibilities

5.1 Maintenance of procedures including the regular creation and update of technical diagrams and procedures for IT colleagues and users.

6. Environmental

6.1 Undertake regular travel throughout Airedale NHS Foundation Trust to meet service requirements. There is also a requirement to attend occasional team meetings.

6.2 Potential work in confined spaces (under desks, cramped communication cabinets etc).

6.3 Subject to dust inside cabinets, cupboards and computers.

6.4 Subject to contact and breathing in of:

a. Methanol and dichloromethane when asset labelling equipmentb. Print toner dust when servicing / repairing printers

6.5 Accessing equipment at high level using step ladders where appropriate.

6.6 Potential work in wards with strong unpleasant smells and odours.

6.7 Potential work in excessive temperatures (hot and cold).

6.8 Potential work in secure wards and offender heath care services, in the presence of patients with severe mental health problems which may lead to some verbal abuse.

6.9 Stressful and difficult calls on occasions from service users.

6.10 Occasionally exerting moderate physical effort for short periods.

6.11 Use computers and associated computer networks effectively on a daily basis, which will entail sitting in a restricted position and using visual display equipment for long periods.

6.12 In order to minimise system downtime, there is an occasional requirement to undertake duties and attend functions outside normal working hours.

Person Specification

Knowledge

• Knowledge of the NHS Constitution & 'Understanding the New NHS'
• Knowledge of desktop operating systems such as Windows 7, Windows 8 and Windows 10
• Detailed knowledge of Microsoft Office suite
• Practical knowledge of IP networking and trouble-shooting
• Practical knowledge of PC and printer maintenance and support
• Knowledge of ITIL Service Management to Foundation Level

Qualifications

• Vendor qualifications in one or more areas from a-d above. E.g. MOS, MCP

Experience

• Significant experience of providing IT technical services

• Evidence of active involvement in the deployment of IT networks and systems

Other

• UK Driving Licence/Access to own vehicle

Skills

• Ability to analyse problems and develop effective solutions
• Ability to focus on priorities and deliver key results within planned timescales and budgets
• Ability to work on initiative and be pro-active and innovative
• Ability to interpret and implement procedures
• Commitment to team working and corporate Objectives
• Demonstrable skills in written and spoken English, adequate to enable the post holder to carry out the role effectively

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Airedale NHS Foundation Trust

Address

Airedale General Hospital

Skipton Road

Steeton

BD20 6TD

https://www.airedale-trust.nhs.uk