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: Base to be nominated upon appointment
Hours of Work: 37.5 hours per week
Responsible to: IT Support Team Leader
Accountable to: IT System Manager
Special Conditions: 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 Manager
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 & Service Desk, Procurement and other Technical Staff
Users
Suppliers
Social Services
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:
Escalating unsolved problems to senior Technician/Team Leader.
Keep users informed regarding status of outstanding problems
Methods for communication will be by telephone, email, written and in person. You will be required to liaise via phone and email 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, email 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, Equipment & Other Resources
Shared responsibilities for the security of IT premises, eg computer rooms, comms and IT Buildings and office accommodation
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 Equipment 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 Service Desk 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. Escalate further training requirements to Training Services
Documentation maintenance
Provide advice to users on IT related issues
Working Environment
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.
Exposure 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.
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 1998.
External and Internal Contacts
You will be required to liaise in person, and via phone and email with Somerset NHS clinical and non-clinical staff, other Somerset Health Informatics Service IT support teams and third party organisations (ie system/software suppliers).
Equality & 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. Employees 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.
Person Specification
Attributes Essential/ Desirable How Assessed?Qualifications & Training:
Educated to NVQ level 3 in IT related subject or equivalent gained through specific relevant experience Good general level of education with a minimum of GCSE Maths and English A – C.
Microsoft MCDST or equivalent qualification ITIL Foundation E E E D Knowledge:
Good working knowledge of:
Fundamentals of Windows operating systems
Basic PC and peripherals hardware knowledge
Microsoft Office and Internet applications Email clients eg: Outlook and Groupwise Network Clients eg: Novel and Microsoft
E E E D D Experience:
Experience of PC hardware, operating systems and applications software
Experience of working in a user support environment for a minimum of 2 years
E
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Skills & Abilities:
Communication Skills:
Excellent verbal communication skills
Ability to communicate with people of all technical abilities
Analytical & Judgement Skills: Ability to problem solve Planning & Organising Skills:
Accurately follow documented procedures Other:
Enthusiastic Willing to learn Organised
Attention to detail Effective team work
Able to remain calm under pressure Current driving licence
E E E E E E E E E E E AF = Application form; I = Interview; T = Test; P = Presentation
Organisational Structure
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:
(Manager)
Date: Agreed and Signed:
(Post Holder)
Date: Date Role Description is Effective From:
IT Services Manager (Community) Band 8a Telecoms Manager Band 8a Telecoms Technician Band 5 Service Desk Manager Band 6 Service Desk Administrator Band 5 Service Desk Supervisors Band 5 Band 5 Senior Service Desk Analysts Band 4 Band 4 Service Desk Analysts Band 3 Band 3 Band 3 Band 3 Band 3 Band 3 Band 3 PCT IT Systems Managers Band 7 Band 7 IT Team Leader Band 6 IT Systems Administrator Band 6 IT Support Technician (HL) Band 5 Band 5 Band 5 Band 5 Band 5 IT Support Technicians Band 4 Band 4 Band 4 Band 4 Somerset Partnership IT Systems Manager (0.8) Band 7 IT Systems Administrator Band 6 IT Support Technicians Band 4 Band 4 IT Services Manager (Acute) Band 8a MPH IT Systems Managers Band 7 Band 7 IT Team Leader Band 6 IT Systems Administrator Band 6 IT Support Technicians (HL) Band 5 Band 5 Band 5 Band 5 IT Support Technicans Band 4 Band 4 Band 4 Band 4 YDH IT Systems Manager Band 7 IT Systems Administrator Band 6 IT Support Technician (HL) Band 5 IT Support Technician Band 4 Technical Consultant Band 8a SHIS IT Systems Administrator Band 6 Head of Technical Solutions and Support
