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IT Technician | Milton Keynes University Hospital NHS Foundation Trust
| Posting date: | 20 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £28,407 - £34,581 Per annum |
| Hours: | Full time |
| Closing date: | 19 September 2024 |
| Location: | Milton Keynes, MK6 5LD |
| Company: | Milton Keynes University Hospital NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6582491/430-CORP1482A |
Summary
IT Support Engineer
NHS Pay Band 5 + on call
Hours: 37.5 per week, all MKUH roles will be considered for flexible working.
An urgent requirement has arisen to recruit an experienced IT Support Technician for Milton Keynes Hospital.
As an IT Support Technician you will provide an exceptional level of second line support, taking ownership of incidents and providing a high level of first time fix wherever possible or escalating accordingly.
The role is predominantly user facing but also involves support via telephone, e-mail and the use of remote management software and includes out of hours oncall duties
This exciting opportunity necessitates the following technical abilities:
•A high level of IT Literacy with Microsoft products - specifically Windows 10 & 11, Office 365, Active Directory, InTune and Microsoft Azure
•The ability to troubleshoot PC, Operating System and application related problems through to resolution
•Knowledge of Support Packages including Service Management tools (Freshservice) and Remote Access tools such as Remote Assistance, Quick Assist , Real VNC.
•Experience of working in ITIL led environments would be a distinct advantage as would certification in MCDST.
Apply now to find out more !
To provide a high quality, responsive and comprehensive Desktop Support service, incorporating support for all Trust staff as well as support for NHS Milton Keynes staff on occasions. All support activities are to be provided during the core operational hours of 08:00-17:00.
The post holder will be required to provide support by visiting the user where necessary in order to provide timely resolution to logged incidents ensuring SLAs are met and typically exceeded.
Other responsibilities may include management of the Trusts’ IT assets, IT Security, Network administration and support.
We reserve the right to close posts early if we receive a sufficient volume of applications. Unfortunately only short listed applicants will be contacted. Candidates with a disability that meet the minimum criteria will be guaranteed an interview. Disclosure and Baring Service Checks may be required for new employees.
We are a Two Ticks employed and are committed to equal opportunities and we welcome applications from all sections of the community.
Milton Keynes is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.
MKUH staff scored highest for ‘I look forward to coming to work’ (NHS Staff Survey 2023).
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
To succeed in this role the post holder will require good knowledge of IT systems and will be expected to develop an understanding of the current technologies used throughout the Trust.
Support operations
The post holder will be responsible for delivery of an IT Support service to all Trust staff. In this capacity the post holder will be responsible for undertaking established and routine activities associated with Desktop support operations as directed by the Desktop Support Manager. This will include but not be limited to the following activities:
• Ownership and management of IT incidents allocated to the engineer via FreshService. The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure in line with the implementation of ITIL standards.
• The post holder will be expected to provide 2ndLine support to the Trust for all areas of the infrastructure and will include but not be limited to the installation, maintenance and support of PCs, Laptops and all associated peripherals e.g. printers and scanners, operating systems and all associated applications as well as providing support for network, telephony and server infrastructure where access allows.
Hardware
The post holder will be expected to provide expert support in all areas of hardware which may include, but not be limited to, desktop PCs, printers, laptops, mobile devices, other peripherals etc.
You will be expected to provide hardware support and work through sometimes complex problems to resolution. Prompt diagnosis and repair/replacement of faulty equipment is required to ensure Trust staff are able to work effectively and unhindered.
Documentation
The post holder will assist with the following activities:
• The creation and on-going maintenance of knowledge databases used within the group.
• The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff.
• The maintenance of standard Service Desk request forms and documentation to be used by and accessible to all Trust staff.
Communication
Effective and timely communications is an essential activity of the role and the IT Support Technician will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include:
• Communicating the progress of logged incidents, problems and changes.
• Assist with communication to key stakeholders and system owners in connection with major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).
• Interpret information being received from Trust users which can on occasions be confused and incomplete to identify root cause of the problems being reported.
The post holder will be expected to follow departmental and Trust SOPs, Policies and Procedures and will be required to provide feedback on IT service related items to ensure continual improvement of the IT Service.
The post holder will have administrative access to a wide range of systems used throughout the Trust. The post holder will be expected to perform user administration tasks which will include but not be limited to:
• Manage access to all IT systems ensuring that strong user authentication controls are in place at all times.
• May on occasion be required to travel to other sites in order to resolve issues where remote support functionality is not available or not sufficient.
• May on occasion be required to travel to other sites to attend meetings.
• Understand the current IT Strategy.
Please refer to the job description for further details.
This advert closes on Tuesday 3 Sep 2024