Technical Support Analyst
Job overview
University Hospitals Coventry & Warwickshire NHS Trust’s ICT Department team has a fantastic opportunity for an individual who has aspirations to work as a Technical Support Analyst. This post is an exciting opportunity to learn new skills and become part of a growing team.
Working within a dynamic team of highly skilled individuals to provide exceptional levels of support to a variety of disciplines within a large and exciting Acute Hospital environment. Providing both hardware and software support for users of Information and Communications Technology (ICT) whilst maintaining excellent levels of customer service.
**FULL VALID UK DRIVING LICENSE IS ESSENTIAL FOR THIS POST***
Main duties of the job
We are looking to appoint an individual with who has excellent technical, interpersonal and communication skills and confident working as part of a large team and independently.
Standard hours of work will be within the core office hours of 0730 to 1800 Monday to Friday although flexibility will be required to ensure the needs of the service are met. The post holder will be based at University Hospital, Coventry.- Provide support to a large corporate computer systems estate comprising over 10000 desktops and over 13000 users
- Duties include providing end user hardware and software support by utilising ITIL framework incident, change and problem management.
- Provide support in the operation of networked computer systems.
- Undertake acceptance testing, software loading and configuration, and troubleshooting of desktop’ end-user Information & Communications Technology (ICT) equipment.
- Undertake installation and commissioning of ICT equipment in the users work area, including basic familiarisation of the equipment with the user.
- Be conversant with the principles, configuration and use of the Trust’s standard computer operating systems, such as Microsoft Windows and UNIX technologies.
- Commission, deploy and support a range of mobile devices including the Apple range of products and dictation equipment.
Working for our organisation
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence^® designated organisation – please click the link for further details about this prestigious award. Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care.We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Detailed job description and main responsibilities
Telecommunications- Provide support to voice and data corporate networked systems covering routine housekeeping/ maintenance duties using configuration management and change management processes.
- Undertake acceptance testing, installation, commissioning, configuration and troubleshooting of data and voice communications equipment.
- Provide support to associated NHS staff in satellite sites around Coventry and Warwickshire (Including travelling as necessary).
- Ensure ICT equipment conforms to the appropriate safety standards.
- Undertake problem determination and resolution on ICT equipment (including connected Audio/Visual systems) and services, including hardware repairs on such equipment and liaise with ICT and appropriate third parties as necessary to rectify such faults.
- Undertake first line network equipment and cabling fault finding including appropriate configuration work.
- Use the ServiceNow computer system to record and monitor the progress of all incidents, changes and requests to their resolution, including invoking escalation procedures where appropriate and keeping users informed of progress.
- Assist with the operation of the ICT Service Desk, as required.
- Use the ServiceNow computer system as the Trust’s ICT asset management system, and to use the system for the production of management reports, as required.
For further details of the role please see the attached job description.
Person specification
Qualifications
Essential criteria- See supporting documents
- See supporting documents
Experience
Essential criteria- See supporting documents
- See supporting documents
Knowledge
Essential criteria- See supporting documents
- See supporting documents
Skills
Essential criteria- See supporting documents
- See supporting documents
To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust’s Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust’s Values and Behaviours which can be accessed on the right side of this page under the job description.The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.
The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed.Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.
In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests).This data will be transferred using NHS Electronic Staff Record and third-party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.
UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.
If you are successful at interview you will receive a conditional offer of employment and we’ll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer.
We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.
Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.
All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders