IT Technician. To ensure that all support calls and requests are dealt with appropriately and in accordance with defined policies and procedures

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1 IT Technician Job Details Summary Job Title: IT Technician Banding/Grade: 4 Department: IT Services Organisation: Somerset Health Informatics Service (hosted by Taunton and Somerset NHS Foundation Trust) Place of Work: Hours of Work: Responsible to: Accountable to: Special Conditions: Base to be nominated upon appointment 37.5 hours per week Team Leader IT System On occasions there will be a requirement to work outside normal hours to upgrade systems or complete critical tasks Postholder will be required to participate in the On Call Rota Job Purpose Main Purpose of Job Provide IT support to customers of Somerset Health Informatics Service (SHIS) and other technical teams ensuring systems are maintained and supported to the highest standards. Work will be undertaken in accordance with service level agreements and as required by IT System To ensure that all support calls and requests are dealt with appropriately and in accordance with defined policies and procedures To provide a development service to install, setup and configure new IT equipment for users such as personal computers, printers and scanners for staff across NHS organisations in Somerset Duties and Responsibilities Communication & Working Relationships The postholder will be required to be in regular contact with: SHIS IT &, Procurement and other Technical Staff Users Suppliers Social Services Clinicians including GPs Created by Scott Poole/Adam Morgan Page 1 of 6

2 Daily contact will be required to respond to user support calls in line with service level agreements, where you will be required to provide technical support in identifying software and hardware problems. This will involve communicating technical issues to a non-technical person and owning the problem through to satisfactory resolution for the user. This will also include: scalating unsolved problems to senior Technician/Team Leader. Keep users informed regarding status of outstanding problems Methods for communication will be by telephone, , written and in person. You will be required to liaise via phone and with third party suppliers The postholder will be required to communicate progress on project plans to relevant parties ensuring they are kept informed of progress. The can be via telephone, or in meetings. Planning & Organisation Responsible for processing service requests in a timely fashion and in line with Service Level Agreements Work with project managers, customers, supplier and other SHIS teams to support the implementation of technical projects or development in IT from conception to implementation and handover Assist other IT teams in projects at an appropriate level for post, eg Data gathering, eg hardware and software configuration details Configuring and testing software and hardware Installation of new and replacement equipment The postholder will be required to manage the planning and organisation of own workload, including prioritisation Responsibility for Patient/Client Care, Treatment & Therapy No direct responsibility for patient care Policy, Service, Research & Development Responsibility Postholder will be required to be a contributor to the SHIS Technical Strategy and other relevant technological developments Contribute to service improvements initiatives and participate in the evaluation of new equipment Handle confidential information in accordance with current policies and procedures Role will require postholder to follow relevant policies and propose changes to working practice as appropriate Responsibility for Finance, quipment & Other Resources Shared responsibilities for the security of IT premises, eg computer rooms, comms and IT Buildings and office accommodation Created by Adam Morgan, & Support Page 2 of 6

3 Responsible for maintaining and updating asset register (desktop, hardware, software & systems) when new equipment is installed, moved or disposed of, or transferred from another customer organisation, in line with Inventory & Computer quipment Disposal Policy. Safe keeping of IT equipment under postholder s care, including transit to other sites Responsibility for Supervision, Leadership & Management The post is required to work in a technical environment without supervision and may only have contact with a line manager once a week. The postholder will be required to provide limited 1:1 training to a user upon installation of new equipment or following the fix of a fault Information Resources & Administrative Duties The postholder will be responsible when dealing with requests from SHIS Service Desk for following procedures. This includes updating status and notes for support calls along with detailed notes on progress and resolution information. This take approximately 75% of post holders time. Main duties undertaken by postholder will include: Operational tasks, eg analysis & diagnosis of computer hardware, software and network problems. Installation, replacement and testing of new and repaired hardware Maintenance of a knowledge base of procedures and solutions to commonly reported faults Maintenance of the Asset Register of equipment details and location Remote access support by taking over the user s computer remotely or by visiting the users workplace Provide basic desktop training to user following installation of new equipment. scalate further training requirements to Training Services Documentation maintenance Provide advice to users on IT related issues Working nvironment This post is a technical and mobile appointment requiring IT knowledge. Travel, by car or van, throughout Somerset will be required therefore the ability to drive is essential. The hours worked are 08:30 to 17:00 Monday to Friday although there is sometimes a requirement to work outside of these hours either at evenings or weekends in order to reduce system and network downtime. xposure to some hazardous chemicals for the cleaning and servicing of IT equipment will be required. This exposure will be for short periods and will be dependent on the quantity of calls received, but it should not be for more than 1 hour every 2 weeks. There is daily use of VDU equipment consisting of periods up to 2 hour, 3 to 4 times per day, but flexibility to leave the workstation at regular intervals is possible. There is a requirement to carry out work in cramped and awkward conditions for periods of up to 15 minutes possibly once or twice per week and to lift moderate to heavy IT equipment (5KG to 20KG) once or twice weekly. Created by Adam Morgan, & Support Page 3 of 6

4 Often (approx twice per month) required to work in stressful and challenging situations especially when hospital systems and networks are not functioning in order to maintain essential multi-user hospital IT systems. General Information Changes to the Job This post may be subject to change/review as the needs of the service/department/unit changes. Changes will only be made following consultation with the individual. Appraisal The employee will be set objectives at the commencement of employment and will be subject to annual reviews. Under the Knowledge and Skills framework progression through the pay bandings will be based upon suitable work performance. Confidentiality/Security Any matters of a confidential nature, including particular information relating to patients, their treatment and diagnosis, individual staff records, details of contract prices and terms must under no circumstances be divulged or made available to any unauthorised person(s). It is the responsibility of all staff to be aware of their obligations in respect of the Trust's Information Security Policy (IOS17799 & BS7799) and the Data Protection Act xternal and Internal Contacts You will be required to liaise in person, and via phone and with Somerset NHS clinical and non-clinical staff, other Somerset Health Informatics Service IT support teams and third party organisations (ie system/software suppliers). quality & Diversity Taunton and Somerset NHS Foundation Trust is committed to achieving equality of opportunity for all staff and for those who access services. You must work in accordance with equal opportunity policies/procedures and promote the equality and diversity agenda of the Trust. Risk Management / Health & Safety It is the responsibility of all staff to be aware of their duties under the Health and Safety at Work Act 1974 and under specific local or departmental Health and Safety Policies. The post holder is expected to comply with Trust Infection Control Policies and conduct themselves at all times in such a manner as to minimise the risk of healthcare associated infection. Smoking The Trust operates a non smoking policy. mployees are not permitted to smoke anywhere within the premises of the Trust or when outside on official business. Policies & Procedures Trust employees are required to comply with Trust policies, procedures and guidance as well as professional standards and guidelines. Copies of Trust policies can be accessed via the staff intranet or external website or via your manager. Created by Adam Morgan, & Support Page 4 of 6

5 Person Specification Attributes Qualifications & Training: ducated to NVQ level 3 in IT related subject or equivalent gained through specific relevant experience Good general level of education with a minimum of GCS Maths and nglish A C. Microsoft MCDST or equivalent qualification ITIL Foundation Knowledge: Good working knowledge of: Fundamentals of Windows operating systems Basic PC and peripherals hardware knowledge Microsoft Office and Internet applications mail clients eg: Outlook and Groupwise ssential/ Desirable D D How Assessed? Network Clients eg: Novel and Microsoft xperience: xperience of PC hardware, operating systems and applications software xperience of working in a user support environment for a minimum of 2 years Skills & Abilities: Communication Skills: xcellent verbal communication skills Ability to communicate with people of all technical abilities D Analytical & Judgement Skills: Ability to problem solve Planning & Organising Skills: Accurately follow documented procedures Other: nthusiastic Willing to learn Organised Attention to detail ffective team work Able to remain calm under pressure Current driving licence AF = Application form; I = Interview; T = Test; P = Presentation Created by Adam Morgan, & Support Page 5 of 6

6 Organisational Structure Head of Technical Solutions and Support IT Services (Acute) IT Services (Community) MPH s IT Team Leader Technicians (HL) Technicans YDH IT Systems Technician (HL) Technician Technical Consultant SHIS IT Systems Telecoms Telecoms Technician Supervisors Senior Service Desk Analysts Analysts PCT s IT Team Leader Technician (HL) Technicians Somerset Partnership (0.8) Technicians The Knowledge and Skills Framework (KSF) outline for this post which demonstrates the skills and competencies required once in post should be considered in conjunction with this document. Job Profile Agreement Agreed and Signed: () Agreed and Signed: (Post Holder) Date Role Description is ffective From: Date: Date: Created by Adam Morgan, & Support Page 6 of 6

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