IT Helpdesk Officer (Band 4)

Job Overview

An exciting opportunity has arisen to join the Trusts IT Helpdesk Team in the role of an IT Helpdesk Officer. This is a key role which supports the Trust deliver first class “Digital First” care, by supporting the safe usage, integrity and safety of the Trusts IT Equipment and software.

If you have any queries in advance of applying, please contact our IT Service Desk Team Leader: v.gangotra @nhs.net who will answer any questions you may have.

• Driving license and access to your own vehicle is essential*

Main duties of the job

To provide Airedale NHS Foundation Trust with excellent IT service provision

Assist with the development of IT infrastructure and services.

In pursuing these duties the post holder will ensure compliance with the NHS Constitution and be familiar with the NHS England Guidance ‘Understanding the new NHS’

This position is not currently eligible for a certificate of sponsorship in line with Home Office guidance as it does not appear on the skilled worker visa occupation list.

If you currently hold a different type of visa allowing you to work in the UK we would welcome an application from you. If your visa expires or there is a change in status during your employment, the Trust will be required to review your employment which may result in the termination of your employment to comply with the relevant immigration legislation

Working for our organisation

We are always looking for enterprising and innovative approaches to the way we provide our services. We are a national centre for telemedicine and introduced telehealth to the UK offender healthcare sector and also provide the service to patients in their care homes. Community matters to us and we are supported by 400 dedicated volunteers and have strong links with Bradford University, Craven College and Leeds City College to ensure we inspire the workforce of the future.

We want to attract staff who embrace our ‘Right Care’ behaviours of compassion, a commitment to quality of care and working together for patients – we want to make these part of our DNA.

Detailed Job Description And Main Responsibilities

• 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, manufacturer’s / supplier’s requirements, and with the Acceptable Use Policy

1.12 To ensure that the Trust’s 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 Trust’s role in co-ordinating response to major incidents.

• 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.

• 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 Trust’s 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.

• 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.

• Information / Data Responsibilities

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

• 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

• Methanol and dichloromethane when asset labelling equipment
• 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

Essential Criteria

• 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

Desirable criteria

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

Experience

Essential criteria

• Significant experience of providing IT technical services

Desirable criteria

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

Other

Essential criteria

• UK Driving Licence/Access to own vehicle

Skills

Essential criteria

• 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

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