IT Technician

Job summary

In July 2021 we formed the University Hospitals of Northamptonshire NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS Foundation Trust and Northampton General Hospital NHS Trust. We have agreed an ambitious Group Strategy 'Dedicated to Excellence' which sets out our strategic ambitions and priorities for the next five years and we have also launched our Group Digital Strategy, which sets out our ambitions to become the most digital hospital in England.

Across our Digital portfolio we are working to the following principles:o Putting users' needs firsto Designing for simplicityo Working in an agile wayo Doing things once across the Groupo Communicating and engaging throughout

All members of the Digital portfolio will strive towards "Applying the culture, processes, business models & technologies of the internet era to respond to people's raised expectations" [Tom Loosemore's definition of Digital].

Main duties of the job

As a Technician, you will be responsible being part of the 2nd Line team that will be responsible for providing 2nd line ICT support for the Group. The 2nd Line team will provide a customer sensitive and responsive support, fault resolution, advice and technical support services, which ensures the maximum availability, performance and utilisation of ICT systems for the Group.

You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in ICT Service Delivery, in particular the areas of incident, request, and problem management. You should have excellent interpersonal skills and be comfortable building relationships with customers at all must have analytical and problem-solving skills and be able to make recommendations based on analysis of data. You must be able to work under demanding timescales and remain calm under pressure particularly during major service disruptions. There will be a requirement to be part of an on-call 24*7 rota.

All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites will be required. Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job

About us

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

Compassion

Accountability

Respect

Integrity

Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.

The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Job description

Job responsibilities

Main Duties

Provides 2nd line technical support to end-users; acts as a liaison between 1stand 2ndline support, responds to Service Desk calls that cannot be resolved by the 1stLine team. Responsible for expensive ICT equipment and configuration, testing and installation software, repair and maintenance of ICT equipment. Asset tagging and recording as required. Check user requirements which may require configuration/customising the hardware/software to individual user requirements incl. transfer of users data. Responsible for instructing ICT users in the proper and safe use of ICT equipment. Solutions driven, confident and friendly approach when dealing with end users. Responsible for scheduling your workload in conjunction with the Lead Technician. Participate in a rota for your team to ensure that the Service Desk has the 2ndline team available during the agreed hours, and that there is a 2nd line on-call service available to the Group. Contributing to the Service Desk knowledge base. Contributing to the Groups Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts. Contributing to the Groups asset management database in conjunction with the Hardware and Software Asset Analyst. Provide second line technical and operational support services for the Groups satellites sites as and when required. Liaise with 3rdparties, such as the Service Desk. Ensuring that you provide feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call. Manage the installation, configuration, and maintenance of the Groups Multi-functional device (MFD) estate in conjunction with the Groups MFD supplier. Ensure collaboration between 1st and 2nd line teams. Work with the Lead Technician to identify process improvements and initiate change. Ensuring the service offered is to the highest standard and gives great customer service. Provide technical advice and information for your area. Responsible for contribute to producing and maintaining operational procedures. Ensure you lead by example, show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user's abilities. Contribute to ensuring that your team deliver to agreed SLAs. Participation in the Out of Hours ICT support staff On-Call Rota as required and with prior agreement. Contribute to the creation of technical documentation for new or updated systems and service to assist your team in giving better support and customer service. To provide 1stLine cross cover for the Service Desk Team (inc. phone calls, voicemail and e-mails to the Service Desk).

Management and Leadership

Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques. Have high-level awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements. Deputise for the Lead Technician as necessary and where appropriate.

Technical Service Delivery

To participate in ICT project meetings. Responsible for keeping the Groups base Desktop and Laptop image up-to-date and ensure appropriate driver packs are available as part of the image installation. Responsible for the management of redundant hardware recycling including the secure disposal of storage devices. To work with the Cyber Security team to resolve identified issues or high severity CareCert notifications. Provide installation service of PCs, Laptops, peripherals, software and any other ICT equipment across the Group and satellite sites. Configure LAN switch ports to allow the operation of devices on the Groups LAN. All changes should be documented as defined by the Infrastructure Specialists. Make contributions to the delivery of progressive solutions, which consider models of best practice, are incorporated into service plans. Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.

Performance

Contribute to the delivery of performance standards for the Service Management function, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered. Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the 2ndLine team in order to provide efficient and optimised digital services.

Advice, guidance, and partnerships

Provide technical and professional assistance regarding the Service Delivery function. Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group. Build good relationships and ensure effective ICT partnerships with other organisations across the ICS, locally, regionally, and nationally. Forming constructive relationships with suppliers to optimise the delivery of solutions.

Policies and procedures

Contribute to ensure that the Service Management function has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements. Contribute to ensuring that a full and current inventory of all ICT assets is maintained.

Professional and Personal Development

The post holder will need to develop and maintain an awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards. The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Lead Technician.

Role Requirements

We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group Frequent VDU use is required for this post. High Levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will frequently have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action. The post holder will participate in and facilitate meetings, which require a high level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees. Exposure to unpleasant working conditions or hazards is common in this role. Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)

The post holder will be required to be part of an on-callrota for the ICT function.

Person Specification

Key Competencies/ Personal Qualities & Attributes

Essential

Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver Honesty and professional integrity Commitment to personal development and development of staff Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where postholders are required to travel as part of their role) Ability to participate in an On-Call rota

Skills

Essential

Good verbal and written communication and presentation skills suitable for a range of audiences Able to clearly manage priorities for self, staff and teams in order to meet targets Advanced and accurate keyboard skills

Knowledge & Experience

Essential

Evidence of continuing professional development Knowledge of ITIL service principles and processes and experience in ICT Service Experience of working with expensive ICT equipment and knowledge of configuration, testing and installation software, repair and maintenance of ICT equipment. Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos Experience in contributing to service delivery functions (preferably in an NHS environment) Experience of contributing to the development of policies and procedures. Experience of contributing to the implementation of change management.

Desirable

Experience of networking and knowledge related to configuring LAN switch ports to allow the operation of devices on the Group's LAN. Experience of contributing to the creation of technical (sometime complex) documentation for new or updated systems and services. Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software

Education, Training & Qualifications

Essential

Educated to Degree education or equivalent level or equivalent experience delivering Digital services

Desirable

ITIL or later foundation certificate or equivalent experience Knowledge of the provision of health services

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