Kettering General Hospital NHS Foundation Trust
As a Technician, you will be part of the 2nd Line team providing ICT support for the Group. The team will offer customer-sensitive and responsive support, fault resolution, advice, and technical support services, ensuring maximum availability, performance, and utilization of ICT systems. This role contributes to the Windows 11 Project Deployment Team as a deployment engineer.
You will need experience in Information Technology Infrastructure Library (ITIL) service principles and processes, particularly in ICT Service Delivery, including incident, request, and problem management.
Excellent interpersonal skills are essential, as you will build relationships with customers at all levels. You must have analytical and problem-solving skills, making recommendations based on data analysis, and be able to work under demanding timescales, remaining calm during major service disruptions.
Participation in an on-call 24/7 rota is required.
All new staff will be subject to a probationary period covering their first six months in post.
Main Duties of the Job
* Provide 2nd line technical support to end-users; act as a liaison between 1st and 2nd line support, responding to Service Desk calls that cannot be resolved by the 1st Line team.
* Contribute to the Windows 11 Project Deployment Team as a deployment engineer.
* Manage expensive ICT equipment, including configuration, testing, installation software, repair, and maintenance. Asset tagging and recording as required.
* Instruct ICT users in the proper and safe use of ICT equipment.
* Adopt a solutions-driven, confident, and friendly approach when dealing with end users.
* Schedule your workload in conjunction with the Lead Technician.
* Participate in a rota to ensure 2nd line support is available during agreed hours, including on-call service.
* Contribute to the Service Desk knowledge base.
Person Specification
Knowledge and Experience
* Experience with expensive ICT equipment and knowledge of configuration, testing, installation software, repair, and maintenance of ICT equipment.
* Experience delivering an ICT Service Delivery function, preferably in the public sector.
* Knowledge of imaging solutions and experience of base image.
* Experience creating technical documentation for new or updated systems and services.
* Knowledge of ICT applications and processes used in NHS clinical care settings, including Microsoft Office applications and clinical information systems.
Skills
* Good verbal and written communication and presentation skills suitable for a range of audiences.
* Able to manage priorities effectively to meet targets.
* Committed to the Group's values of Compassion, Accountability, Respect, Integrity, and Courage.
* Honesty and professional integrity.
Education, Training & Qualifications
* ITIL v.3 or later foundation certificate or equivalent experience.
* Knowledge of the provision of health services.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, requiring a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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