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Detailed job description and main responsibilities

Job Summary
1. To provide an effective, responsive, user-friendly customer focused Service Desk facility and technical support service to all IT users in the Trust.

2. Assists the Technical Operations Manager with routine office functions

3. Allocate help-desk calls requiring further assistance to the appropriate IT Service Desk Engineer, including providing the engineer with all available relevant information on the problem.

Main Tasks and Responsibilities
 To respond promptly, efficiently and courteously to all user-requests for technical advice and assistance;

 To ensure that all calls are properly documented in the Service Desk management systems:

 To provide "talk-through" solutions by telephone to users, where appropriate;

 To rectify basic user faults at first contact including renewing account passwords

 To follow-up on calls where there is no evidence of satisfactory progress to resolution, to seek explanations for any delay and to report all delays to the Technical Operations Manager;

 To ensure that the departmental laptop and projector are properly booked out and returned in a working manner

 Works towards set KPI’s, tasks and objectives

 In the event of sickness or annual leave, provide adhoc cover for the IT Service Desk Engineers

 To undertake and provide as and when required basic management reports and surveys

 To undertake and complete requests for shared area access

 Escalate any trends or any impacts on services to the Technical Operations Manager

 To liaise with external application support providers and other NHS Trusts ie. East & North Herts, Royal Free and West Herts

Additional Information 

Confidentiality

The postholder is required not to disclose such information, particularly that relating to patients and staff. 
All employees are subject to the Data Protection Act 1998 and must not only maintain strict confidentiality in respect of patient and staff records, but the accuracy and integrity of the information contained within. The postholder must not at any time use personal data held by the Trust for any unauthorised purpose or disclosure such as data to a third party. You must not make any disclosure to any unauthorised person or use any confidential information relating to the business affairs of the Trusts, unless expressly authorised to do so by the Trust.

Health and Safety
The post holder must co-operate with management in discharging responsibilities under the Health and Safety at Work Act 1974 and take reasonable care for his or her own health and safety, and that of others. The postholder must also ensure the agreed safety procedures are carried out to maintain a safe environment for patients, employees and visitors.

Equal Opportunities
The postholder is required at all times to carry out responsibilities with due regard to the Trust’s Equal Opportunities Policy and to ensure that staff receive equal treatment throughout their employment with the 
Trust.

Risk Management
All staff have a responsibility to report all clinical and non-clinical accidents or incidents promptly and when requested to, co-operate with any investigation undertaken.

Conflict of Interests
You may not without the consent of the Trust engage in any outside employment and in accordance with the Trust’s Conflict of Interest Policy you must declare to your manager all private interests, which could potentially result in personal gain as a consequence of your employment position in the Trust. Interests that might appear to be in conflict should also be declared.

In addition the NHS Code of Conduct and Standards of Business conduct for NHS Staff (HSG 93/5) required you to declare all situations where you or a close relative or associate has a controlling interest in a business (such as a private company, public organisation or other NHS voluntary organisation), or in any activity which may compete for any NHS contracts to supply goods or services to the Trust. You must therefore register such interests with the Trust, either on appointment or subsequently whenever such interests are gained. You should not engage in such interests without the written consent of the Trust, which will not be unreasonably withheld. It is your responsibility to ensure that you are not placed in a position, which may give rise to a conflict between your private patient’s interest and your NHS duties.

Infection Control
It is the responsibility of all staff to recognise their role in maintaining a safe environment for patients, visitors and staff to minimise the risk of avoidable Healthcare Associated Infection.

Employees are responsible for ensuring that they are fully aware of the Trust’s Infection Prevention and Control policies and the post holder will undertake infection control training on an annual basis.

Code of Conduct for Professional Group

All staff are required to work in accordance with their professional group’s code of conduct (eg NMC, GMC, 
DoH Code of Conduct for Senior Managers).