IT Support Technician - Ipswich

at  East Suffolk and North Essex NHS Foundation Trust

Purpose of Role: To provide 2nd line support to the Trust and to other team members adhering to Service Level Agreement timescales and requirements To provide assistance with the deployment of the Trusts IP & analogue Telephony solutions providing technical & administration support. To install, maintain and troubleshoot desktop hardware and software. To carry out any work necessary to upgrade PCs and applications to conform to Trust standards To install, maintain and troubleshoot the Trusts printer estate logging calls with the supplier and managing calls through to resolution To provide assistance, advice, and fault resolution to users of Trust IT equipment, systems, and network, working to agreed SLAs Help produce, maintain and update new and existing standard operational procedure documentation. To liaise as necessary with external suppliers and contractors.
To liaise with Trust staff to ensure prompt and effective installation of replacement IP handset and be a technical point of contract in the event of any basic telecoms issues To manage or carry out administration tasks, capacity management and backups on the Trusts IT Estate. Develop an understanding of the Trusts and NHS IT systems sufficiently well to be able to advise users on any problems encountered Resolve incidents via cooperation with other team members, Trust staff and suppliers where required to rectify system problems and implement preventative measures. To log all calls and tasks on the Trusts call logging system, update and track call progress through to resolution ensuring that requests and faults are actioned in accordance with service level agreements Ensure new hardware is PAT tested and assetted and added to the inventory database and IT Asset Register Maintaining capacity and performance statistics Providing technical support for major clinical projects. Configuring and patching of telephones for moves, adds and changes.
Provide operational cover for Third Party on-site engineers. To support and configure or mobile phone devices. Carry out any other related and relevant duties requested by the IT Support Manager Key Responsibilities: Participate in relevant internal and external working groups/projects, services, and initiatives with the aim of providing information and analytical advice to the teams. Communicate information, risks, issues and dependencies, including briefings and reports to Project teams, sponsors and a range of internal and external staff.
Managing the state of computer rooms ensuring there are clean and tidy and comply with health and safety and IT policies. Ensuring IT change management processes are followed Producing operational documentation for processes. To assist with the recycling of old technology to comply with information governance standards. The management and auditing of computer cabinets making sure they are tidy, colour-coded using the correct and cables.
Contribute to the department meeting its Service Level Agreements (SLA) for resolving IT issues by delivering a high quality technical support service to the users of production services and interfaces as directed by the IT Infrastructure Manager. To be responsible for specified departmental Information Systems, carrying out routine upgrades, maintenance and liaising with third party suppliers. Maintain documentation associated with installation and upgrade work For full details of the responsibilities and duties of this role please see the attached job description

Please refer the Job description for details