ICT Technical Analyst
Job summary
The role is a highly customer focused first and second line desktop support, supporting over 14,000 Clinical and non-clinical staff across the Trust, providing telephone, e-mail, face-to-face and remote desktop support, including travel to other sites across South East London and Kent as necessary instruction and training to ICT users within the Trust.
The Post holder will be responsible for ensuring the provision and receipt of complex and sensitive information on ICT matters, so must be aware of the Data Protection Act. Logging ICT Service Desk calls and ensuring the information is processed in accordance with Trust policies procedures and SLA's. As ICT technologies continuously evolve and change it is important that Technical Support to stay up to date with new technologies
There will be a requirement to cover weekends on a rota basis with TOIL.
Please note the advert might close early due to a high number of applications received.
Main duties of the job
The successful candidate will be responsible for diagnosing and resolving issues arising across the trust for all IT equipment, taking calls via the ICT Helpdesk and logging calls, resolving issues at first contact or escalate to appropriate teams.
Provide and receive simple to complex information, fault diagnoses, rectification, upgrade, installation and configuration of PC hardware or software, laptops and printer problems for Trust users.
The ideal candidate will be able to work effectively on their own, under pressure of deadlines & be able to prioritise their own workload as well as working within a team and be able to interact with a wide range of people including non-technical users, managers, suppliers, contractors, facilities management & medical staff.
It is essential that in addition to great technical skills the successful candidate will have excellent communication & interpersonal skills with the ability to express themselves effectively both verbally & in writing.
Please refer to the Job Description for the full requirements for this role.
About us
The Trust provides a full range of local and specialist services across its five sites. Transforming Healthcare is the vision at the heart of the King's Strategy - 2026 to 2031. Together, we are pursuing six strategic ambitions: delivering high-quality patient care; being a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability. Achieving these ambitions will require all of us to work as one Team King's, united by a shared commitment to our values of being caring, collaborative, inclusive and innovative. By living these values every day, we will transform healthcare for our patients, our communities and each other
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
The successful candidate will be educated to BSc level in an IT related discipline or have significant equivalent experience and have a good track record of PC hardware & software support in a Microsoft Networking environment.
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The successful candidate will:
- Provide remote assistance or visit clients who logged a support call
- Have excellent listening skills to establish the issues the users are facing
- Have the ability to multitask, while working on multiple problems simultaneously
- Ability to work with and deliver within a fixed project timescale
- Work with ground-breaking technologies, Hardware and Software
- Ensure specialist or complex IM&T information is analysed, investigated and processed in accordance with policies and procedure
- Incidents and problems are recorded within the ASM Service Desk software ensuring customer satisfaction through listening and feedback
- Give expert technical advice and assistance to users, departments and departmental systems managers
- Maintain user IT accounts and system rights for networked and clinical systems in accordance with the weekly rota
- Support the maintenance of computer hardware e.g. desktops & printers
- Reset passwords and transfer/accept accounts for users of NHS Net e-mail
- Input and manipulate data and information within ASM Service Desk database, Active Directory and other databases as required
- Plan tasks, prioritise and make adjustments accordingly due to variable workloads, interruptions and staff shortages
- Liaise with Trust Users of all levels and External suppliers
- Experience of Ethernet Interworking/ NOS
- Microsoft Office including MS Outlook 2016 and MS 365
- Team working
- Experience of working in an NHS IT Environment
- Ability to provide complex information to an audience of differing levels
- Able to identify resources and management delivery of workload
- Ability to influence change
- Able to work on their own initiative
- Excellent Communication skills
Please refer to the Job Description for the full requirements for this role.
Person Specification
Education and Qualifications
- BSc in Computer related discipline or equivalent
- Professional accreditation by Cisco (CCNA) or Microsoft (MCP)
Knowledge and Experience
- Experience leading to knowledge of PC maintenance and their operating systems, preferably with Windows in a networked environment, and demonstrable intelligence based complex technical problem solving skills enabling judgement on complex PC problems which may have no precedent. These skills would enable the quick resolution to problems with minimal or no support.
- Experience working with Ethernet internet working and Network Operating Systems would be an advantage
- Experience working in a team
- Experience working in a complex computer network environment, preferably within the NHS
- Experience of working on complex ICT projects
Skills and Competencies
- Ability to provide and present complex information to an audience of differing levels of understanding and seniority.
- Ability to analyse and form an opinion on solutions ranging from simple to highly complex when dealing with several components, all of which have to be analysed
- Hardware Network and Desktop equipment configuration and general hardware management
- Ability to produce accurately written documents relating to procedures and technical information
- Resource management - ability to identify resource needs, secure resources and manage their involvement in the delivery of your workload
- Ability to work with and deliver within a fixed project timescale
- Willingness and technical ability to 'roll-up the shirt sleeves' and deliver
- Influencing skills, to ensure that the change process can be effected
- Communication skills - the ability to communicate clearly and effectively both in writing and speaking within the local organisation at all levels of understanding
- Ability to manage and undertake formal testing activities
- Use of a VDU and keyboard to a high degree of accuracy and skill
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
King's College Hospital NHS Foundation Trust
Address
King's College Hospital NHS Foundation Trust
Denmark Hill (cross site working)
London
SE5 9RS
United Kingdom
Employer's website
https://www.kch.nhs.uk/