Technical Support Officer - Taunton, United Kingdom - Oxleas NHS Foundation Trust

Oxleas NHS Foundation Trust
Oxleas NHS Foundation Trust
Verified Company
Taunton, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Technical Support Officer, Band 5

Permanent


Full Time: 37.5 hours per week


The Oxleas NHS Foundation Trust IT Department in the South West of England have an exciting opportunity for applicants seeking a full time position within the South West ICT Support Team.


The role is for a Band 5 Technical Support Officer, 37.5 hours a week, Monday to Friday along with a rostered on call for out of hours support.


The position will rotate between office, onsite and remote work (based on a rota), initially the ICT office base will be from the Bristol hub site (BS32 4QW) in the short term but is due to move to a permanent base within the Taunton area within the next 3-6 months.


As part of the South West ICT Support Team you will support 10 Prison sites across, Bristol, South Gloucestershire, Wiltshire, Devon and Dorset.

Overview of the Post

  • The postholder forms part of the HMPS Healthcare IT team and is responsible for second and thirdline software and hardware support, installation, configuration and fault finding of all supported PCs, printers, etc working as part of the IT support team.
  • The post holder is responsible for the resolution of underlying IT Problems causing multiple IT incidents
  • Responsible for providing IT input and support to Trust and local IT and Business projects within HMPPS environment
  • Will be a named representative of the IT Department for specific service directorates and attend meetings and provide bidirectional feedback
  • Responsible for the development of resolution documentation for use by other teams to resolve IT incidents
  • The postholder is responsible for providing support to all staff, nominated users and authorised service users.
  • The post covers all of the Trust's sites and will be required to provide support on site within offices, ward, prisons and other clinical areas as well as attending site planning meetings at building sites as required.
  • The postholder will be required participate in an oncall rota to provide out of hours support
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings.

Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies.

Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives.

Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children's centres, schools and people's homes.

We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent.

We manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs.

We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London.

We are proud of the care we provide and our people.

Our purpose is to improve lives by providing the best possible care to our patients and their families.

This is strengthened by our new values:

  • We're Kind
  • We're Fair
  • We Listen
  • We Care
Key Task and Responsibilities

These are listed below - this is not a definitive list but indicates the range of tasks involved.

  • Be single point of contact for all HMP Healthcare IT related issues via Trusts Service Desk Platform
  • Extending the use of remote management technologies to improve user response times.
  • Second and third line technical support for hardware and software for calls escalated via the ServiceDesk or directly:
  • Understanding and interpreting the complex technical issues presented by users to best asses an appropriate response
  • Explaining problems and solutions to users
  • Analysis of presented user problems to identify the potential solutions
  • Logging progress and information into the ServiceDesk system
  • Liaising with system managers and other departments to arrange system maintenance
  • Using initiative to solve problems with reference to broad operating procedures
  • Resolving complex and sometimes sensitive issues that cannot be dealt with by the Service desk
  • Performing further diagnostic tests to identify sources of reported faults
  • When faults lie externally, liaising in a clear and concise manner with the external support provider to achieve resolution
  • Provide proactive support based on alerting systems and event consequences to actively prevent problems
  • Providing limited basic training to end users
  • Indepth knowledge of all supported computer and peripheral hardware in use within the Trust required to:
  • Diagnose and repair hardware and
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