Assistant 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 an 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.

1. Assist in the support of corporate computer systems covering routine housekeeping/ Values maintenance tasks, configuration management, incident management, change management and problem management.
2. Enrol users on corporate systems, as directed, fully testing functionality prior to release.
3. Assist in the operation of networked computer systems including system shut-down and start-up procedures
4. Assist in the installation, configuration, commissioning, testing and troubleshooting of ‘desktop’ end-user Information & Communications Technology (ICT) equipment.
5. Be conversant with the principles, configuration and use of the Trust’s standard computer operating systems, such as Microsoft Windows and UNIX technologies.
6. Ensure ICT equipment conforms to the appropriate safety standards.
7. Assist in problem determination and resolution on ICT equipment and services, liaising with second line/third line technical teams as well as other parties as necessary to rectify such faults.
8. Use the ServiceNow to record and monitor the progress of all incidents, changes and requests assigned to First Line support to their resolution, including invoking escalation procedures where appropriate and keeping users informed of progress. • Assist with the operation of the Service Desk as required.

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.

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.

• Use the LANDesk Service Desk tool set as the Trust’s ICT asset management system, and to use the system for the production of management reports, as required.
• Participate in developing documentation for ICT policies, procedures and system configurations.
• Document all project work to departmental standards.
• Liaise with outside support agencies on matters relating to the operation of ICT equipment and associated software.
• Attend training courses and seminars relevant to the job as required.
• Work closely with the procurement team and provide good stock management.
• Ensure all deliveries are accounted for and redundant equipment is correctly disposed.
• Participate in the training of staff and students in the use of ICT equipment and application software, as required
• Participate in giving presentations of systems to users and other interested parties as required.
• Keep abreast of current developments within the IT industry
• Liaise with other ICT staff, as required, to ensure the overall integrity and smooth running of the service.
• Participate in providing extended/out of hours support, as required.
• Ensure that all Trust wide standards are maintained and monitored to improve the quality of care to all who come into contact with services provided by University Hospitals Coventry and Warwickshire NHS Trust.
• Participate in yearly appraisals in order to set and achieve objectives and personal development plans.
• Participate in appropriate training and development activities.
• Undertake other tasks commensurate with this grade and nature of the post as allocated by the Manager

For further details of the role please see the attached job description.

Person specification

Qualifications

• See supporting documents

• See supporting documents

Experience

• See supporting documents

• See supporting documents

Knowledge

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• See supporting documents

Skills

• 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.

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.

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.

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