Digital Solutions Analyst

1 week ago

Wakefield, Wakefield, United Kingdom The Mid Yorkshire Teaching NHS Trust Full time

Job Summary

We are seeking a skilled Technical Support Specialist to join our Digital Services team at The Mid Yorkshire Teaching NHS Trust. As a key member of our team, you will provide exceptional IT support to our staff across the Trust, ensuring they have the necessary tools and resources to deliver high-quality patient care.

About the Role

As a Technical Support Specialist, you will be responsible for providing first- and second-level IT support to our users, which includes troubleshooting and resolving technical issues, maintaining the existing IT infrastructure, and deploying new systems and applications. You will work closely with our Digital Senior Technical Analysts to ensure an effective and efficient IT service delivery.

Main Responsibilities

  1. Provide IT support to approximately 9,000 users across the Trust, offering advice and guidance on IT and technical issues.
  2. Work collaboratively with the Digital Senior Technical Analysts to deliver an effective and efficient IT service.
  3. Follow change control procedures and advise on any issues appropriately.
  4. Report daily on workload, work assignments, and associated issues to the team leader or nominated senior IT technical analyst.
  5. Ensure excellent customer service, keeping users informed and maintaining accurate records.
  6. Provide 1st and 2nd Level IT support across the Trust.
  7. Perform daily/weekly/monthly tape backups as required on a rota basis across sites.
  8. Deploy and support a range of desktops, laptops, Android, and iOS devices, along with associated software and peripherals.
  9. Maintain the existing IT infrastructure by performing upgrades, new installations, and routine procedures in accordance with standard operating procedures.
  10. Participate in the provision of an effective and efficient fault resolution service, recording actions via the Digital Service Desk, and comply with the escalation procedure to ensure minimum disruption of Digital Services.
  11. Assist in the compilation and maintenance of an accurate inventory of hardware and software.
  12. Assist in the development and maintenance of documented procedures for the operation of Digital systems under the control of Digital Services.
  13. Work in conjunction with other Digital Services teams in the successful delivery of projects where Digital systems deployment, change, or upgrades are a key deliverable.
  14. Write and maintain IT documentation, including updating records in the Service Desk application to record changes made and actions taken.
  15. Provide advice and guidance to contractors providing supervision of them while on-site during system installations, upgrades, or repairs.
  16. Responsible for the correct and safe use of expensive and specialist IT equipment.
  17. Provide assistance to and work closely with all teams in Digital Services.
  18. Participate in testing of new systems, evaluating, and reporting on new IT hardware and software.
  19. Provide advice and guidance to other team members, sharing own knowledge and experience.
  20. Participate in disaster recovery testing of existing systems.
  21. Undertake any other reasonable duties as directed.

Person Specification

Qualifications

Essential

  • 3 GCSEs or equivalent, including mathematics and English.
  • HND Level or equivalent experience (GNVQ, BTEC).

Desirable

  • Relevant industry-standard qualifications, such as Microsoft MCP/MCSE, degree or related IT experience.

Experience

Essential

  • 1st/2nd Line IT Support experience.
  • Customer Service experience.

Desirable

  • Basic networking concepts.
  • Health Service and/or public sector experience.

Knowledge and Awareness

Essential

  • Proven knowledge of Microsoft environments, operating systems, and applications.
  • Proven knowledge of IOS and/or Android devices.
  • Knowledge of Microsoft Office Application.

Desirable

  • Microsoft Server technologies.
  • Active Directory.
  • Knowledge of NHS Applications/Systems.
  • Knowledge of working in a health service.

Skills and Abilities

Essential

  • Customer service.
  • Competent in use of Microsoft products.
  • Able to communicate effectively with staff at all levels.
  • Ability to work in a small team and in a wider departmental team.

Desirable

  • Project Management.

Other

Essential

  • Able to work outside core times, including weekends, often at short notice.
  • Able to work across all sites as required.
  • Access to a vehicle and ability to drive.

Personal Attributes

Essential

  • Tactful, diplomatic, versatile, and innovative.
  • Approachable.
  • Sense of humour working in a stressful, busy environment with conflicting priorities.
  • Time management.

Desirable

  • Comfortable working on own initiative, can occasionally be the sole IT technician on a site.

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