Band 4 Ict Support Officer

1 month ago

Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

The service desk hours are between 08:00 - 17:00, we are looking to extend this to 07:00 - 19:00, you will be required to work on a rota basis to cover the extended service hours.

The postholder will be part of a Team responsible for the delivery of efficient technical support to IT users within the Trust. This will primarily include operating and maintaining the central DTS Helpdesk, and providing on-site support where required. The postholder will be required to promote the efficient use of DTS to support improvements in patient care.

We provide high quality community and specialist services within Birmingham and the West Midlands. We deliver over 100 clinical services, out in peoples homes and in over 200 hospitals, health centres and clinics. We provide services for adults, children, people with learning disabilities, those with rehabilitation needs and also dental services. Find out more about the work of our trust by clicking on one of the links below:
The postholder will be part of a Team responsible for the delivery of efficient technical support to IT users within the Trust. This will primarily include operating and maintaining the central DTS Helpdesk, and providing on-site support where required. The postholder will be required to promote the efficient use of DTS to support improvements in patient care.

We provide high quality community and specialist services within Birmingham and the West Midlands. We deliver over 100 clinical services, out in peoples homes and in over 200 hospitals, health centres and clinics. We provide services for adults, children, people with learning disabilities, those with rehabilitation needs and also dental services. Find out more about the work of our trust by clicking on one of the links below:
2. Provision of support to corporate systems and those maintained on behalf of the Trust.
3. Responsible for timely logging and updates of reported faults to the central DTS Helpdesk
system, scheduling engineer resources if required and maintenance of any associated
manual records.
4. Ensure that the agreed escalation trigger points are monitored and adhered to in relation to
DTS Helpdesk services.
5. Responsible for maintenance and updating of inventory and staff information on the central
DTS Helpdesk system.
6. Provision of on-site IT support and completion of associated documentation to resolve
faults when required.
7. Maintain up-to-date and comprehensive procedure notes for all functions associated with
the Helpdesk and IT support and assist in streamlining processes where required.
8. Provision of advice and quotations to clients for IT hardware; software and upgrades.
9. Liaise with external IT system suppliers where required to assist with fault resolution.
10.Assist with the creation of user accounts.
11.Assist with analysis and reporting of activities of the DTS Helpdesk to provide information
to support Service Level Agreements (SLAs).
12.Assist in the training of staff with regard to all hardware and software issues monitored by
the DTS Helpdesk.
13.Assist with the development of the Trust’s IT infrastructure including the installation of
standard computer equipment configuration, security marking and distribution of
equipment.
14.Assist with the monitoring of the Trust’s DTS security policy and procedures.
15.Be a source of information and guidance on DTS and data security policies and keep upto-date with current DTS developments, community-wide policies and national strategies.
16.Develop skills for self through training/development opportunities and the staff appraisal
system.
To undertake other duties commensurate with this grade of post in agreement with the relevant
line manager.
To minimise the Trust’s environmental impact wherever possible, including recycling, switching
off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste
by minimising printing/copying and reducing water usage, reporting faults and heating/cooling
concerns promptly and minimising travel. Where the role includes the ordering and use of
supplies or equipment the post holder will consider the environmental impact of purchases

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