JOB DESCRIPTION. IT Support Specialist. IT Operations Manager. To maintain, support and develop TDL s IT platforms and applications.

Transcription

1 JOB DSCRIPTION Job Title: Location: Reporting to: IT Support Specialist Central London IT Operations Manager Overall Job Purpose: To maintain, support and develop TDL s IT platforms and applications. Main Duties: To include, but not be restricted to, the following duties: 1. To provide a troubleshooting and advisory service for all ICT users throughout the company 2. To provide first line desktop support and work with other members of the team as required 3. To be responsible for setting up new ICT equipment and for repairing/arranging for repair of ICT equipment as requested 4. To assist with the support the Citrix applications and infrastructure. 5. To populate and update the company s Knowledge Base with pertinent information. 6. To participate fully in on-going and future company projects. 7. To be aware of the company s network infrastructure and to take an active role in it s support. 8. To participate in the on-call system for IT support as required 9. To maintain an active interest in developments within the IT industry. 10. To work closely with the Network security engineer to maintain network and software security, both internally (various domains) and externally (RAS, ,firewalls, switches and internet access) according to the Company security policy. 11. To partake in the establishment of the Company security policy and recommend additions/improvements in the light of new software advances. 12. To inform the CIO and network security officer of any obvious or suspected breeches/attacks on the company network and immediately take the necessary remedial Title: New HSL IT Support Technician Pages: Page 1 of 6

2 action prevent further attacks. 13. To establish work plans and protocols for routine preventative maintenance of all ICT equipment/services within the company. To ensure that preventative maintenance is accomplished in a timely and controlled manner. 14. To prepare and maintain all documentation, including SOPs, user manuals, databases and any other information required by the IT Director. 15. To respond to emergency requests for repair of equipment in a timely manner. If necessary, to liaise with supplier/manufacturer to arrange repair. 16. To set up computers and peripherals, install software and engage in network maintenance as required to facilitate TDL's operational and security requirements. 17. To control addresses and security passwords as requested by the IT administrator. 18. To assist in the control and maintenance of the company telephone system and to respond to emergency requests for attention as required. 19. To assist with IT training sessions, as required by the CIO 20. To partake of any other duties as required by the CIO 21. xcept in the performance of your duties to maintain confidentiality of company, staff and patient details at all times. 22. You will ensure that all procedures are documented, updated as required, and will maintain a level of service and professionalism as expected, by the company, of the jobholder. 23. Unless otherwise directed by the CIO you will not undertake tasks or functions not contained within this job description. 24. To communicate in a friendly, helpful and non-prejudicial manner in your dealings with staff, clients and/or customers as you will be regarded as a representative of your staff and department as well as the Company, and you should behave accordingly. Matters regarding patients and your staff are confidential and must not be discussed except in the course of your duties. You will be expected to sign an undertaking to observe all patient and company confidentiality. 25. To be aware of and abide by the rules and codes of conduct of the department. This is particularly important in the case of Health & Safety and Fire procedures. To behave in a professional manner and co-operate with all other members of staff at all times. Title: New HSL IT Support Technician Pages: Page 2 of 6

3 General Duties To become familiar with the day to day organisation of the department as it affects your work. You should be aware of the functions of the members of staff in the department and others, as they affect your work. To attend meetings as required. To undertake such work as you are assigned in a careful and efficient way and in compliance with current quality standards, regulatory requirements and the HSL Quality Management System. To communicate in a friendly, helpful and non-prejudicial manner in your dealings with staff, clients and / or customers as you will be regarded as a representative of your department as well as the Company, and you should behave accordingly. Matters regarding patients are confidential and must not be discussed except in the course of your duties. You will be expected to sign an undertaking to observe all patient and Company confidentiality. To be aware of and abide by the rules and codes of the department. This includes all core HR policies such as absence reporting, requesting of annual leave, and is particularly important in the case of Health and Safety and Fire procedures (please see below). To behave in a professional manner and co-operate with all other members of staff at all times. You will be trained for the work you are expected to do. Do not attempt any work unless you have been signed off as competent to carry it out properly. You should communicate any difficulties, problems, accidents or incidents affecting the department as soon as possible to a section leader/manager. To adhere to and to positively promote the HSL Core Values To maintain high standards of work within your Laboratory. Other duties as assigned by the Director of Quality. ANNUAL JOINT RVIW Your performance will be continually assessed for competence, development and training needs and formally reviewed annually at a Training and Development Review. This will allow you to contribute to the corporate objectives of the department and HSL. HALTH AND SAFTY To be familiar and competent with procedures associated with Health and Safety matters relevant to the department. To be respectful of Health and Safety matters associated with other departments should you be required to attend. QUALITY STANDARDS To uphold the Quality Management System by understanding and observing the quality policies and procedures To understand and perform all work in accordance with the Standard Operating Procedures in order to ensure compliance with all local and national standards of work practice, e.g. UKAS / MHRA / CQC To comply with HSL policies pertinent to Clinical Governance and Risk Management. Title: New HSL IT Support Technician Pages: Page 3 of 6

4 To identify opportunities to improve efficiency in own area. To assist in the establishment, maintenance and review of the quality management system To ensure analytical accuracy and confidentiality of results observing rules laid down by the Data Protection Act. To communicate any difficulties or problems to senior staff/manager promptly. DUCATION AND TRAINING To provide support for less experienced colleagues. To review personal development, educational and training needs with the department Training Officer and appropriate Line Manager. To maintain own personal development portfolio and training records. CONFIDNTIALITY AND DATA PROTCTION You have a responsibility to comply with the Data Protection Act 1998 and to maintain confidentiality of staff, patients and Trust business. If you are required to process information, you should do so in a fair and lawful way, ensuring accuracy is maintained. You should hold information only for the specific registered purpose and not use or disclose it in any way incompatible with such a purpose. You should disclose information only to authorised persons or organisations as instructed. Breaches of confidentiality in relation to information will result in disciplinary action, which may include dismissal. mployees are expected to comply with all HSL policies and procedures and to work in accordance of the Data Protection Act For those posts where there is management or supervision of other staff it is the responsibility of that employee to ensure that their staff receive appropriate training. CONFLICT OF INTRST HSL is responsible for ensuring that the services provided to NHS institutions for patients in their care meet the highest standards. qually, it is responsible for ensuring that staff do not abuse their official position, to gain or benefit themselves, their family or friends. QUALITY AND DIVRSITY HSL values equality and diversity in employment and in the services we provide. It is committed to promoting equality and diversity in employment and will keep our policies and procedures under review to ensure that the job related needs of all staff working in HSL are recognised. Selection for training and development and promotion will be on the basis of the individual s ability to meet the requirements for the job. You are responsible for ensuring that HSL s policies, procedures and obligation in respect of promoting equality and diversity are adhered to in relation to both staff and services. STANDARDS OF DRSS All staff are expected to abide by guidance on standards of dress. Title: New HSL IT Support Technician Pages: Page 4 of 6

5 Person Specification IT Support Technician Attributes Requirements /D vidence Qualifications Good general standard of education Application documents/ Interview xperience xperience of IT and Desktop support Application documents/ Interview and references xcellent written and verbal communication skills Skills and Abilities Ability to work on own initiative and as part of a team Numerate Highly skilled in use of Microsoft Office & especially Microsoft xcel Application form, interview and references Highly skilled in use of Microsoft Office. Flexible, highly motivated and effective team player Methodical Personal Qualities Able to understand and meet targets and deadlines Able to learn and assimilate new information and adapt to changing environments Interview and references Able to multitask and undertake duties in an organised and efficient manner Commitment to working the hours required to fulfil the job, including flexibility of working This job description is subject to amendment in response to the changing needs of the department and company requirements. This job description will be reviewed as part of the Annual Joint Review. I have read and understood and agree with this job description and confirm that I have been provided with a copy for my own records. mployee: Signed:. Date:. Manager:... Signed:. Date:. Title: New HSL IT Support Technician Pages: Page 5 of 6