Job overview
As a Technician, you will be part of the 2nd Line team responsible for providing 2nd line ICT support for the Group. The 2nd Line team will provide customer-sensitive and responsive support, fault resolution, advice, and technical support services, ensuring maximum availability, performance, and utilization of ICT systems for the Group. This role contributes to the Windows 11 Project Deployment Team as a deployment engineer.
You will need experience with Information Technology Infrastructure Library (ITIL) service principles and processes, particularly in ICT Service Delivery, focusing on incident, request, and problem management.
Excellent interpersonal skills are required, along with the ability to build relationships with customers at all levels. You must possess analytical and problem-solving skills, making recommendations based on data analysis. The ability to work under demanding timescales and remain calm under pressure, especially during major service disruptions, is essential.
There will be a requirement to be part of an on-call 24/7 rota.
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, acting 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.
* Responsible for expensive ICT equipment, configuration, testing, installation software, repair, and maintenance of ICT equipment. Asset tagging and recording as required. Check user requirements, which may require configuring/customizing hardware/software to individual user requirements, including the transfer of user data.
* Instruct ICT users in the proper and safe use of ICT equipment.
* Maintain 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 that the Service Desk has the 2nd line team available during agreed hours, and that there is a 2nd line on-call service available to the Group.
* Contribute to the Service Desk knowledge base.
About us
* Contribute to the Group's Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts.
* Contribute to the Group's asset management database in conjunction with the Hardware and Software Asset Analyst.
* Provide second line technical and operational support services for the Group's satellite sites as required.
* Ensure feedback is provided to end users on the progress of their incidents regularly throughout the lifecycle of the call.
Job description
Job responsibilities
Main Duties
* Provide 2nd line technical support to end-users, acting as a liaison between 1st and 2nd line support, responding to Service Desk calls that cannot be resolved by the 1st Line team.
* Responsible for expensive ICT equipment, configuration, testing, installation software, repair, and maintenance of ICT equipment. Asset tagging and recording as required. Check user requirements, which may require configuring/customizing hardware/software to individual user requirements, including the transfer of user data.
* Instruct ICT users in the proper and safe use of ICT equipment.
* Maintain 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 that the Service Desk has the 2nd line team available during agreed hours and that there is a 2nd line on-call service available to the Group.
* Contribute to the Service Desk knowledge base.
* Contribute to the Groups Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts.
* Contribute to the Groups asset management database in conjunction with the Hardware and Software Asset Analyst.
* Provide second line technical and operational support services for the Groups satellite sites as required.
* Liaise with 3rd parties, such as the NHS.net Service Desk.
* Ensure feedback is provided to end users on the progress of their incidents regularly throughout the lifecycle of the call.
* Manage the installation, configuration, and maintenance of the Groups Multi-functional device (MFD) estate in conjunction with the Groups MFD supplier.
* Ensure collaboration between 1st and 2nd line teams.
* Work with the Lead Technician to identify process improvements and initiate change, ensuring the service offered is to the highest standard and provides great customer service.
* Provide technical advice and information for your area.
* Contribute to producing and maintaining operational procedures.
* Lead by example, showing empathy and understanding when dealing with ICT-shy users while providing guidance in line with users' abilities.
* Contribute to ensuring that your team delivers to agreed SLAs.
* Participate in the Out of Hours ICT support staff On-Call Rota as required and with prior agreement.
* Contribute to the creation of technical documentation for new or updated systems and services to assist your team in providing better support and customer service.
* Provide 1st Line cross cover for the Service Desk Team (inc. phone calls, voicemail, and e-mails to the Service Desk).
Management and Leadership
* Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
* Have high-level awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements.
* Deputise for the Lead Technician as necessary and where appropriate.
Technical Service Delivery
* Participate in ICT project meetings.
* Keep the Groups base Desktop and Laptop image up-to-date and ensure appropriate driver packs are available as part of the image installation.
* Manage redundant hardware recycling, including the secure disposal of storage devices.
* Work with the Cyber Security team to resolve identified issues or high severity CareCert notifications.
* Provide installation service of PCs, Laptops, peripherals, software, and any other ICT equipment across the Group and satellite sites.
* Configure LAN switch ports to allow the operation of devices on the Groups LAN. Document all changes as defined by the Infrastructure Specialists.
* Contribute to the delivery of progressive solutions that consider models of best practice and are incorporated into service plans.
* Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Performance
* Contribute to the delivery of performance standards for the Service Management function, including KPIs, being aware of achievement against these, and devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
* Ensure systems are in place to routinely analyze and manage ICT resource utilization in the 2nd Line team to provide efficient and optimized digital services.
Advice, guidance, and partnerships
* Provide technical and professional assistance regarding the Service Delivery function.
* Represent the Digital portfolio within the Group, developing partnerships, sharing best practices, and integrating knowledge across the Group.
* Build good relationships and ensure effective ICT partnerships with other organizations across the ICS, locally, regionally, and nationally.
* Form constructive relationships with suppliers to optimize the delivery of solutions.
Policies and procedures
* Contribute to ensuring that the Service Management function has appropriate and up-to-date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Ensure that policies are kept current, aligned with National policy, standards, and guidance, and comply with all relevant legislative requirements.
* Contribute to ensuring a full and current inventory of all ICT assets is maintained.
Professional and Personal Development
* Develop and maintain awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards.
* Take responsibility for your own professional development, identifying training and educational needs and agreeing ways to address these with the Lead Technician.
Role Requirements
* We support distributed and flexible working arrangements; however, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group.
* Frequent VDU use is required for this post.
* High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will frequently have to adapt to changing priorities and refocus the work of self and others on new priority areas that may require urgent action.
* The post holder will participate in and facilitate meetings, requiring a high level of concentration on a wide range of topics, with various audiences and mixtures of attendees.
* Exposure to unpleasant working conditions or hazards is common in this role.
* Office conditions, with occasional requirements to travel between sites in this role (for example, to support go-lives of projects, unforeseen levels of absence at one site, support training, or onboarding of new starters, team workshops, etc.).
Person Specification
Knowledge and Experience
Essential
* Experience of working with expensive ICT equipment and knowledge of configuration, testing, and installation software, repair, and maintenance of ICT equipment.
* Experience of delivering an ICT Service Delivery function, preferably in the public sector.
* Knowledge of imaging solutions and experience of base image.
Desirable
* Experience of contributing to the creation of technical (sometimes complex) documentation for new or updated systems and services.
* Knowledge of ICT applications and related processes used in NHS clinical care settings, including Microsoft Office applications, clinical information systems, and other software.
Skills
Essential
* Good verbal and written communication and presentation skills suitable for a range of audiences.
* Able to clearly manage priorities for self, staff, and teams to meet targets.
Key Competencies/ Personal Qualities & Attributes
Essential
* Passionate and committed to bringing our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality, diversity, and inclusion of our staff, patients, and service users.
* Aligned to the Group's values of Compassion, Accountability, Respect, Integrity, and Courage.
* Honesty and professional integrity.
Education, Training & Qualifications
Essential
* Education, Training & Qualifications.
Desirable
* ITIL v.3 or later foundation certificate or equivalent experience.
* Knowledge of the provision of health services.
Employer details
Employer name
Kettering General Hospital NHS Foundation Trust
Address
Kettering General Hospital
Rothwell Road
Kettering
NN16 8UZ
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