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ICT Primary Care Remote Support Officer | Tameside and Glossop Integrated Care NHS Foundation Trust
| Posting date: | 04 July 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,147 - £27,596 per annum |
| Hours: | Full time |
| Closing date: | 03 August 2024 |
| Location: | Ashton-Under-Lyne, OL6 9RW |
| Company: | Tameside and Glossop Integrated Care NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 6429317/245-ADM4ICT-07-24 |
Summary
ICT Primary Care Remote Support Officer
Band 4
37.5 hours per week - 12 Months Fixed Term
Acting as the hub for all ICT related queries, incidents, and requests, the remote support team are a focal point for ICT support and delivery service. ICT Remote Support Officers are responsible for ensuring all incidents, requests, and communications are recorded and managed effectively. Through a structured development and training programme, provide first line and remote support for computer users and central computer systems with the aid of ICT service management tools and network support software.
This role is vital in ensuring that excellent management of incidents support the Trust vision in maintaining that patients are at the heart of everything we do.
This role is a full time, 12 months fixed term position, working Monday-Friday on a shift rota within the hours of 7.30-6.00pm.
You will be based at the Tameside General Hospital site providing first-line and remote support to the users of the Integrated Care Organisation and its partners.
The role involves the following activities:
• Logging, monitoring and escalating of incidents & service requests through to resolution; using technical knowledge, skills and experience based on ITIL best practice.
• Maintaining Incident and Service Requests, logging, monitoring and diagnosing ICT issues for all organisational systems.
• Resolving basic incidents and service requests at first point of contact.
• Escalating calls, when required, to second and third line support as appropriate.
We are seeking a reliable, energetic individual to provide an efficient and effective service as an ICT Remote Support Officer. The successful candidate must have excellent verbal and written communication skills with a broad understanding of PCs and related hardware.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
• Safety
• Care
• Respect
• Communication
• Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
MAIN RESPONSIBILITIES:
• To provide excellent first line operational support to calls for assistance from users of all the ICO computer systems and networks to support ITIL guidelines analysing and interpreting user logged requests in order to create appropriate work plans and effectively carry them out
• To support endpoint hardware and software defined and any ICO supported equipment connected to the network. This includes for example desktops, laptops, tables, IP phone and printers, this list if not exhaustive and will change as the ICO requires
• The physical and remote deployment of hardware and software to end users through the use of physical media, remote service based tools and applications. To support the software installed on all end point device, including desktops, IOS and Android across the ICO, the ICO’s partners and other 3rd party locations. This list of equipment is not exhaustive and will change as necessary in line with improvements in technology and service requirements.
• Handle queries by telephone, email, through the portal, and face to face from Trust staff and external parties to provide detailed reports, advice, guidance, and resolutions for ICT supported incidents and problems
• Participate in technical rotations and shadowing with the second and third line teams
• Demonstrate robust data quality is kept at all times on ICT service management tools, ensuring all security requirements are adhered to without exception, and that all standards and SOP’s are followed
• To provide documented processes where none exists, and improve and update any existing documentation to ensure continual improvement supporting the development, implementation, testing and maintenance of protocols and procedures to provide effective security and resilience of the ICO’s ICT endpoint service in line with relevant legislation, policies and procedures
• To effectively maintain procedures, guidance notes, schedule and contracts for the ICO’s systems and users
• To monitor and maintain up-to-date information, systems records and provide regular ICT endpoint statistical information
• To work to ICO agreed service levels to support excellent customer service and processes
• To assist in maintaining the asset register of computer and network equipment within the service desk function
Please review the job description attached for further details
This advert closes on Monday 15 Jul 2024
Band 4
37.5 hours per week - 12 Months Fixed Term
Acting as the hub for all ICT related queries, incidents, and requests, the remote support team are a focal point for ICT support and delivery service. ICT Remote Support Officers are responsible for ensuring all incidents, requests, and communications are recorded and managed effectively. Through a structured development and training programme, provide first line and remote support for computer users and central computer systems with the aid of ICT service management tools and network support software.
This role is vital in ensuring that excellent management of incidents support the Trust vision in maintaining that patients are at the heart of everything we do.
This role is a full time, 12 months fixed term position, working Monday-Friday on a shift rota within the hours of 7.30-6.00pm.
You will be based at the Tameside General Hospital site providing first-line and remote support to the users of the Integrated Care Organisation and its partners.
The role involves the following activities:
• Logging, monitoring and escalating of incidents & service requests through to resolution; using technical knowledge, skills and experience based on ITIL best practice.
• Maintaining Incident and Service Requests, logging, monitoring and diagnosing ICT issues for all organisational systems.
• Resolving basic incidents and service requests at first point of contact.
• Escalating calls, when required, to second and third line support as appropriate.
We are seeking a reliable, energetic individual to provide an efficient and effective service as an ICT Remote Support Officer. The successful candidate must have excellent verbal and written communication skills with a broad understanding of PCs and related hardware.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
• Safety
• Care
• Respect
• Communication
• Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
MAIN RESPONSIBILITIES:
• To provide excellent first line operational support to calls for assistance from users of all the ICO computer systems and networks to support ITIL guidelines analysing and interpreting user logged requests in order to create appropriate work plans and effectively carry them out
• To support endpoint hardware and software defined and any ICO supported equipment connected to the network. This includes for example desktops, laptops, tables, IP phone and printers, this list if not exhaustive and will change as the ICO requires
• The physical and remote deployment of hardware and software to end users through the use of physical media, remote service based tools and applications. To support the software installed on all end point device, including desktops, IOS and Android across the ICO, the ICO’s partners and other 3rd party locations. This list of equipment is not exhaustive and will change as necessary in line with improvements in technology and service requirements.
• Handle queries by telephone, email, through the portal, and face to face from Trust staff and external parties to provide detailed reports, advice, guidance, and resolutions for ICT supported incidents and problems
• Participate in technical rotations and shadowing with the second and third line teams
• Demonstrate robust data quality is kept at all times on ICT service management tools, ensuring all security requirements are adhered to without exception, and that all standards and SOP’s are followed
• To provide documented processes where none exists, and improve and update any existing documentation to ensure continual improvement supporting the development, implementation, testing and maintenance of protocols and procedures to provide effective security and resilience of the ICO’s ICT endpoint service in line with relevant legislation, policies and procedures
• To effectively maintain procedures, guidance notes, schedule and contracts for the ICO’s systems and users
• To monitor and maintain up-to-date information, systems records and provide regular ICT endpoint statistical information
• To work to ICO agreed service levels to support excellent customer service and processes
• To assist in maintaining the asset register of computer and network equipment within the service desk function
Please review the job description attached for further details
This advert closes on Monday 15 Jul 2024