Detailed job description and main responsibilities

Principle Duties

·      To cover the Service Desk as a member of the First Line Team.

·     Occasional on-site support service to staff within the Trust as directed by the Service Desk Manager, as need arises.

·      To provide telephone, and remote support service to staff within the Trust.

·      To provide a point of technical escalation and support to the IM&T Service desk.

·      To proactively assist departments in the use of their IT in line with service requirements.  Good customer facing skills are essential.

·      To assist with documenting all operational processes and procedures for designated services.

·      To contribute to management reports and undertake service level targeting and reporting as and when required.

·      To provide assistance with the asset management system.

·      Support the training and development of staff working in the service areas, when assisting them with IT requests.

·      To provide cover for the first line operational service as necessary.

·      To participate in the Trust IM&T on-call rota.

Leadership

·      May provide guidance and assistance in the equitable distribution of work to team members and the re-allocation of this workload in the event of absence.

·      Ensure an efficient and proactive customer service.

·      Uphold professional standards and act as advocate for the Department.

·      Maintain a highly organised office environment to maintain confidentiality and data protection and set office standards for the team. 

·      Maintain and develop an environment and culture that improves health, safety and security of the work place, ensuring effective risk management strategies are implemented.

Communication

·      To advise customer representatives and service users of issues relating to the IT service needed to meet their specific IM&T needs.

·      Communicate effectively with all customer personnel and service users in a positive and helpful manner.

·      Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions to ensure that customer needs are met and that technological solutions are appropriately matched to current and planned infrastructure plans and IT strategies.

·      Act as a role model by demonstrating excellent communication and listening skills to staff and customers/patients.

·      Present complex information clearly to colleagues at all levels.

·      Ensure that confidentiality is maintained at all times and that staff adhere to the Data Protection Act, Freedom of Information Act and the Caldicott Principles.

Personal and People Development

·      To ensure that the necessary support and training is made available to effectively undertake duties.

·      To participate and deliver a bi-annual appraisal process, including progressing agreed actions and recording discussion etc.

·      To enhance the skills of the IM&T operational team and minimise the necessity to seek external support.

·      To effectively and sensitively carry out staff duties and provide support when required.

Please see attached job description and person specification

Staff benefits

• Pay Enhancements:

• 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
• Excellent pension
• Cycle to work scheme
• Salary sacrifice car scheme
• Wellbeing programme
• Blue Light Card Discounts
• fuelGenie Fuel Cards (for applicable roles)