Band 4 Junior IT Support Officer
Job summary
The IT Services Technical Support Team provides second line support services for all internal and external IM&T Incidents, Routine Requests, Service Requests and enquiries.
Forming part of the wider IT Services tiered support function, the purpose of the role is to provide a proactive floorwalking service of wards and clinical areas, across hospital sites, carrying out regular checks of Computers on Wheels (COWs), Laptops Wheels (LOWs) and associated peripherals to identify and resolve equipment issues and maintain operational availability.
The post holder will be a point of contact and liaison for the staff on the wards and clinical areas helping to build a rapport with service users.
Encompassing all necessary local and offsite Trust site locations and end users, as directed, the post holder will provide a combination of desk based remote /telephone support as well as field based.
The post holder will be responsible for providing technical resolutions or guidance to reported issues and for providing all the relevant accurate information if escalated to any third line support.
The post holder will provide support for all desktops, printers, handheld tablet and PDA devices, telephony including desk phones and mobile devices and all software installed. Predominantly, but not exclusively, in a Microsoft networked environment.
This will include all desktop hardware and Operating System support and user account, profile and application software support and installation.
Main duties of the job
*Provide a proactive and visible floorwalking service across hospital sites, wards and clinical areas, identifying and responding to IT equipment issues that may impact the effective delivery of services. This will include:
o Analysing information obtained from first line support and computer users on all desktop related IT incidents and issues to enable resolution.
oResponding to and resolving all incidents within agreed service levels
oSupporting Ward / Outpatients based Clinical IT equipment such as
*COWS
*LOWS
*PICS archives
*Maintaining Asset Database for mobile carts
*Escalating unresolved incidents to third line support specialists with full information
*Provide a professional, efficient and reliable Customer Service to all supported users utilising good communication and customer relationship skills.
*Develop and maintain effective working relationships with ward and departmental staff, providing appropriate advice and support regarding the use and care of IT equipment.
*Maintain accurate and up-to-date records of issues identified, actions taken, outstanding and recurring faults, escalating significant or recurring issues appropriately to relevant IT support teams or management.
*Plan on own initiative all activities, tasks and site visits around the incoming workload of incidents.
*Responsible for the safe use of all equipment in own area and for maintaining the area as a professional and organised environment.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
- *GCSE in English and maths
- *CompTIA A+ and N+ certification or an IT related Degree /Higher Diploma or equivalent industry qualification or experience.
- *A level qualification
- *City and Guilds qualification in IT
- *ITIL Foundation Certificate or equivalent.
Experience
- *Relevant IT experience gained working within either 1st or 2nd support tier function.
- *Extensive experience of providing Application, Software, Hardware, Mobile Device support within an ICT environment
- *Extensive experience of working within defined Service Level Agreements & Service Level Targets.
- *High level of understanding of ITIL processes and Service Management best practice framework
Additional Criteria
- *Enhanced level of Communication / people skills with the ability to utilise empathy and listening skills.
- *Ability to communicate effectively to both technical and non-technical audiences.
- *Attention to detail, with ability to absorb and translate technical and non-technical information.
- *Ability to accurately record and document information & facts.
- *Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.
- *Ability to work as part of a team or on own initiative
- *Full UK driving license with a maximum of 3 points
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
University Hospitals Birmingham NHS Foundation Trust
Address
Trustwide
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
United Kingdom
Employer's website
https://www.uhb.nhs.uk/jobs.htm