Job Description
The IT Tech Officer is a role based within the IT Service Management Team of the Digital Department of the Trust. The prime purpose of this role is to support, maintain and deliver an integrated IT Service of support within the Service Level Agreements (SLA) that the Trust has agreed.
The IT Tech Officer will work in accordance with the Trust’s Digital support of IT systems to provide 1st and a minimum level of 2nd line support to all Trust staff.
The post holder will perform a high-quality customer facing and telephone -based first line IT support role for Trust users visiting the Digital dept and provide a professional and authoritative first point of contact for IT issues
The post holder will act as point of contact for the IT Service Level Agreement adopted by the Trust.
The post holder through the provision of customer facing and telephony support and IT Service Management software is responsible for ensuring the availability of IT service support to all Trust users, this will include:
Respond to all types of IT related issues effectively and efficiently, in a polite and professional manner adhering to agreed Service Level Agreements.
- Provide 1st and a minimum level of 2nd Line support, including the analysis and diagnosis of complex hardware and software problems to initiate the most appropriate corrective action
- To ensure compliance with all Trust Risk Management, Research Governance and Infection Control Policies and Procedures, abide by the Standards for Better Health.
- Ensure all mandatory training is undertaken on time.
- To ensure that competency is maintained to the relevant of the role.
- To ensure compliance with all Trust policies and procedures.
- To undertake other tasks and duties as required that are commensurate with the nature of the job and the banding of the post.
- The post holder will ensure adherence to organisational policies and Information Governance at all times.
The post holder through the provision of customer facing and telephony support and IT Service Management software is responsible for ensuring the availability of IT service support to all Trust users, this will include:
Respond to all types of IT related issues effectively and efficiently, in a polite and professional manner adhering to agreed Service Level Agreements.
- Provide 1st and a minimum level of 2nd Line support, including the analysis and diagnosis of complex hardware and software problems to initiate the most appropriate corrective action and to then assign the right level of 2nd Line support services.
- To escalate issues which cannot initially be resolved by 1st line to the relevant
2nd Line support services and communicate with the user the action plan to resolve the issue.
- To assist with Service Desk calls, incident logging, and incident resolution and prioritize calls according to defined Service Level Agreements.
- Responsible for the investigation and resolution of 1st line support services problems and to then manage the escalation of more complex issues to the dedicated 2nd Line support teams as appropriate.
- Carry out ICT systems related tasks as agreed between the Service Desk Manager and IT Service Delivery Manager and working in partnership with the Service Support Manager.
- Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
- Working in partnership with ICT colleagues to liaise with third party suppliers to effect prompt system fault resolution and repair.
- Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.
- Work closely with Service Support colleagues to implement and maintain ITIL
methodology in relation to the ICT Service Support Team(s).
- Work in conjunction with ICT Management to develop and maintain business continuity and disaster recovery plans in your own area and respond to service effecting incidents in accordance with these plans.
- To produce and present routine information orally, in writing or electronically to inform work colleagues, ICT Management, customers and external contacts.
- Assists users in making more effective use of systems, products and services.
Makes initial diagnosis of any problems and advises known solutions where applicable.
- To set up and maintain user accounts as required to ensure that users are able to access appropriate data and to maintain the integrity of that data
- To perform general IT administration and housekeeping duties as defined by the
Service Desk Manager.
- The post holder is required to understand & deploy service management functions as agreed with the Service Support and Delivery Manager.
- Explore and establish feedback mechanisms to capture service intelligence and ways of engaging with service users to ensure their needs are coordinated.
- Assist the Service Management team to implement robust systems for risk management across the areas of responsibility of the post.
To contribute towards ensuring that the ICT Department has appropriate Business Continuity and Disaster Recovery Plans which are updated and tested.
To undertake continual upgrading of skills to reflect rapid changes in technology, the Trust’s environment, and the needs of the Trust.