Job Description
Job summary A new and exciting opportunity has arisen to join the Digital Services Technical Support team as a Digital Technical Analyst at The Mid Yorkshire Teaching NHS Trust.The Technical Support team, in conjunction with other teams within Digital Services, delivers Trust-wide (including community) 2nd line IT support to staff via telephone, email, in person and remotely providing users with excellent service and support to deliver their roles safely and effectively.The main focus of the role will be supporting users in the community hubs as well as the Trusts main 3 sites on occasions.Although this role is advertised as a Band 4, there is potential to progress onto Band 5 once specific criteria has been met.This is a full time position working Monday to Friday, - Main duties of the job We are looking for a friendly, motivated and enthusiastic individual who is passionate to deliver high quality, customer focused IT support and contribute to its ongoing development.Experience of working in a high-pressured IT service environment delivering 1st and 2nd Line IT support, with the ability to communicate with confidence to staff and customers at all levels, would be advantageous. About us We provide care and support to over a million people inWakefield and Kirklees in their homes, community settings and across ourthree hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).Always striving for excellence, we are at the forefront ofinnovation and research, and we invest in teaching and the development of ourworkforce.We live by our values of caring, improving, being respectfuland maintaining high standards. We listen and learn because we aim to make MidYorkshire the best place to work and receive care.We value diversity and welcome talent and enthusiasmirrespective of age, disability, neurodivergence, sex, gender identity andgender expression, race or ethnicity, religion or belief, sexual orientation,or other personal circumstances including providing unpaid carers support tosomeone with a health and care need. As ethnic minority groups, members of theLGBTQ+ community, and people with a disability/neurodivergence are currentlyunder-represented across the organisation, we encourage applications frommembers of these groups. We have policies and procedures to ensure allapplicants are treated fairly and consistently.We are proud of our staff networks - who offer valuableguidance and feedback from those with lived experience. We have a clear vision and you could be part of this! Ifyou share our values and you want to make a difference to the lives of ourpatients and their families and carers, we would love to hear from you. Job description Job responsibilities Provide an IT Support Service to approximately 9000 users across the Trust. Providing advice and guidance to all Trust Staff on IT / technical issues. Work closely with the Digital Senior Technical Analysts to provide an effective and efficient IT service. Follow change control procedure and advise on any issues appropriately. Report to the team leader or nominated senior IT technical analyst on a daily basis with regards to workload, work assignment and associated issues. Working on own initiative, prioritising own workload and responding to ad hoc requests as necessary. Ensure effective and efficient customer service ensuring users are kept up to date and appropriate records are maintained and closed. To provide 1st and 2nd Level IT support across the Trust. Follow specified procedures for the purpose of systems and applications back up performing daily/weekly/monthly tape backups as required on a rota basis across sites. To deploy and support a range of desktops, laptops, android, IOS devices (mobile phones, iPads etc.,) and associated software and peripherals throughout the Trust. To maintain the existing IT infrastructure by performing upgrades, new installations and carrying out routine procedures in accordance with standard operating procedures. Providing advice and guidance on replacement and cost as necessary. Participate in the provision of an effective and efficient fault resolution service, recording actions via the Digital Service Desk, and comply with the escalation procedure to ensure minimum disruption of Digital Services. Assist in the compilation and maintenance of an accurate inventory of hardware and software. Assist in the development and maintenance of documented procedures for the operation of Digital systems under the control of Digital services. Working in conjunction with other Digital Services teams in the successful delivery of projects where Digital systems deployment, change or upgrades are a key deliverable. Write and maintain IT documentation including updating records in the Service Desk application to record changes made and actions taken. Provide advice and guidance to contractors providing supervision of them while on-site during system installations, upgrades or repairs. Responsible for the correct and safe use of expensive and specialist IT equipment. Provide assistance to and work closely with all teams in Digital Services. Participate in testing of new systems, evaluating and reporting on new IT hardware and software. Provide advice and guidance to other team members sharing own knowledge and experience. Participate in disaster recovery testing of existing systems. Undertake any other reasonable duties as directed. Person Specification Qualifications Essential 3 GCSEs or equivalent including mathematics and English. HND Level or equivalent experience (, GNVQ, BTEC). Desirable Relevant industry standard qualifications such as: Microsoft MCP / MCSE Degree or related IT Experience. Experience Essential 1st / 2nd Line IT Support Experience. Customer Service experience. Desirable Basic networking concepts. Health Service and/or public sector experience. Knowledge and Awareness Essential Proven knowledge of Microsoft environments, operating systems and applications. Proven knowledge of IOS and/or Android devices. Knowledge of Microsoft Office Application. Desirable Microsoft Server technologies. Active Directory. Knowledge of NHS Applications / Systems. Knowledge of working in a health service. Skills and Abilities Essential Customer service. Competent in use of Microsoft products. Able to communicate effectively with staff at all levels. Ability to work in a small team and in a wider departmental team. Desirable Project Management. Other Essential Able to work outside core times including weekends, often at short notice. Able to work across all sites as required. Access to a vehicle with the ability to drive Personal Attributes Essential Tactful, diplomatic, versatile and innovative. Approachable. Sense of humour working in a stressful busy environment with conflicting priorities. Time management. Desirable Comfortable working on own initiative, can occasionally be the sole IT technician on a site.