Unified Communications Epr Team Leader

6 months ago

Northampton, United Kingdom Northampton General Hospital Full time

Main Duties The post holder will lead the daily operations and strategic development of the ICT UC & VOIP Infrastructure through proactive maintenance and operations of the Trust PABX rooms, communications rooms and wiring rooms. The post holder will be responsible for providing leadership and technical management to the ICT Unified Communications teams & Switchboard teams to meet both operational and strategic requirements for provisioning digital services to the Trust. The post holder will be an inspirational and engaging technical lead, committed to developing yourself and others within the team. The post holder will work closely with the Unified Communications manager maintaining an operations strategy, which ensures that the Trust has robust ICTVOIP infrastructure.

The post holder will demonstrate a positive can do attitude at all times and drive the can do attitude across the Digital Department. The post holder will be responsible for the Trusts technical support function that provides 3rd line technical support and consultancy. Additionally, the post holder is responsible for ensuring the optimum and cost-effective use of the Trusts Digital systems including managing capacity, proactively monitoring error conditions and alerts and ensuring that all of the Trust policies and procedures relating to security and best practice are adhered to. The post holder will assist in developing and updating the Trusts ICT and Information Governance (IG) policies.

Ensure ICT systems are configured and setup that are in compliance with Trust policies. The post holder will be responsible for making proposals on ICT systems, reports and training policies. Propose policy or service changes where impact could be beyond the ICT department. The post holder will contribute to the delivery of the Trusts vision and core values, providing a clear sense of direction, optimism and purpose.

Unified Communications Support and Development The post holder will be responsible for expensive mobile equipment and leading on the configuration, testing, software, repair and maintenance. The post holder will be responsible for coordinating and delegating work, reviewing team staff performance across UHN. The post holder will be a senior technical point of contact within the department to enable staff to learn from and develop across UHN. The post holder will lead on the innovation and the trial/evaluation of new Unified Communications EPR software and hardware to enhance the services delivered by the ICT Services Department.

The post holder will be responsible for analysing, investigating and resolving complex mobile device queries and issues/problems e.g. interpreting system errors and identifying an appropriate solution from a range of options; research complex ICT faults via reference material (e.g. technical websites or documentation). The post holder will lead on maintaining computer systems, UC & VOIP user accounts, computer hardware, inputting and manipulating data, information in computer databases; use of fine tools when working on digital hardware.

The post holder will be responsible for annual training needs analysis for the ICT Unified Communications technicians to ensure that all staff are adequately trained in order to undertake duties, which compromises of on-the-job training as well as formal certification. The post holder will be responsible for mentoring and training more junior ICT Unified Communications technicians and identify training and knowledge gaps. Incident and Problem Management The post holder will lead on ensuring that the ICT Unified Communications technicians maintains a high standard with regards to the efficient and effective resolution of faults and customer feedback are addressed as a matter of priority. The post holder will be responsible for monitoring the service call queues for the ICT Unified Communications technicians across UHN efficiently and effectively as a part of daily operations.

The post holder will take a lead on ensuring that all service impacting incidents and changes are communicated clearly to the business and internally within the department to the appropriate team managers and to the ICT Service Desk via their manager. The post holder will identify and take a lead for Unified Communications Problem Management in line with ITIL principles. Change Management The post holder will be responsible for ensuring that all Unified Communications changes are processed through the departments change management process. Risk Management The post holder will be responsible for ensuring that all risks and issues relating to ICT Unified Communications are fully documented, risk assessments undertaken and recorded on the Trust risk management system as well as the Departmental Risk Register.

Information Governance The post holder will be responsible for ensuring 3rd party suppliers who require remote access complete the appropriate assessments and checklists. The post holder will be responsibl

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