Junior Digital Systems Support Technician in Bebington

The provision of first, second and third line user and system support covering corporately approved technologies used at the desktop within IM&T Services, customer departments and directorates. The post holder will be expected to rotate between Service desk and desktop support duties when required, to enable the IM&T department to give a flexible, efficient and professional service to the end users. This post however is predominately covering 1st line on the Service Desk.

The Digital Systems Operations Team forms part of the overall Operational IM&T Support team and services, with approximately 1,000 users who generate 200+ weekly support calls for resolution. The post holder plays a supporting role within the structure to ensure customer Service Level Agreements are met. The role involves the response to and resolution of incidents involving information systems and related equipment used at the workplace, and the provision of assistance to users to enable them to make effective use of such systems and equipment.

Main duties of the job

• The Junior Digital Systems Support Technician will work in the Service desk/Desktop Team and provide support to the Digital Systems Support Technicians by assisting with day to day Digital BAU for the Trust.
• They will also have an opportunity to be involved in additional projects to improve in the Trust.
• They will assist with the production and validation of supporting 1st/2nd line teams and assist with other development tasks.
• They will analyse and validate performance trends in the 1st/2nd line dashboards and communicate them to the relevant people.
• This will involve liaising with a wide range of staff including senior managers and trust executives.
• The Junior Digital Systems Support Technician will use a variety of IT packages including Microsoft Office, Sostenuto, IT Health and other NHS based systems.
• They will work closely with the 1st/2nd line teams and be managed by the Digital Systems Support Manager.
• They will be expected to provide regular updates on the progress of work and any emerging issues or challenges to meeting agreed delivery dates.

Working for our organisation

The Clatterbridge Cancer Centre NHS Foundation Trust is one of the UK’s leading cancer centres providing highly specialist cancer care to a population of 2.4m people across Cheshire and Merseyside, and the surrounding areas, including North Wales and the Isle of Man. Our vision is to not only maintain this level of commitment to excellence but to work with our academic and healthcare partners across the region to ensure care, treatment and patient outcomes continuously improve in the future.

We are very proud of all our expert and loyal staff and we welcome people who share the collective aim of delivering excellence in everything that we do. Our values represent who we are and what we believe in. They define how we act to deliver the best possible care for our patients and shape The Clatterbridge Cancer Centre as a great place to work. We are - Kind, Empowered, Responsible, Inclusive.

Person specification

Knowledge and Expertise

• Knowledge and experience of connecting PCs and peripherals to networks.
• Knowledge and experience of using Microsoft Windows and Office (all versions) to be able to fully support end users.
• Knowledge and experience of installing, configuring and maintaining software.
• Must have sufficient knowledge of Health and Safety Regulations to setup end user equipment in a compliant manner.
• Must understand the requirements of the Data Protection Act 1998, Computer Misuse Act 1990 and the Trust's IM&T System Security Policy.
• Good awareness of NHS/I.T. Systems.

Qualifications

• Diploma in Information Technology Support or equivalent qualifications.
• Advanced Electronic Computer Driving License (ECDL) or equivalent.
• Microsoft Certified Professional.
• Qualified to Foundation level in Information Technology Infrastructure Library (ITIL)®.
• A+ qualification or equivalent.

Experience and Key Skills

• Must have extensive experience as an entry level / junior IT Support Technician working in a networked environment.
• Experience of diagnosing faulty equipment, PC and peripherals and be able to use specialised diagnostic software together with the ability to problem solve/repair.
• Must have experience of creating documentation to agreed standards.
• Must have sufficient expertise to be able to provide advice to staff on the purchase of suitable hardware and software for PC / networked systems as per organisational specifications.

The cost of processing a new DBS application is met by the successful applicant. DBS costs are recovered via salary deduction following commencement in post - further details including cost are available from the Recruitment Team.

The Trust takes active responsibility for meeting national guidance and legal requirements in relation to our Safeguarding Policy, including local arrangements for the protection of adults at risk. The Trust is committed to providing high standards of both patient and staff experience. To support us in doing this the Trust, in partnership with Trade Unions has developed and embedded key values and behaviours that all staff are required to demonstrate throughout their employment.

The Trust's values and behaviours support the Trust Vision 'to provide the best cancer care to the people we serve' and our Mission 'to improve health and wellbeing through compassionate, safe and effective cancer care'. We promote and support diversity in our workforce. The Trust have staff networks such as Ethnic Diversity Staff Network, LGBTQ+ Staff Network, Armed Forces Staff Network, MAPLE Staff Network & Menopause Support Group. The Trust does not tolerate discrimination, bullying or harassment and has firmed up processes for reporting this, including a dedicated Freedom To Speak Up (FTSU) Guardian.