Out of Hours Service Desk Operative
Responsible for first line resolution of incidents which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required. To allocate and escalate unresolved Incidents to other resolving groups to ensure that there is timely management of incidents in line with SLA.
Strong knowledge of all hardware components, and all associated system software tools. Responsible for upholding a professional relationship with internal and external clients. Provide effective communication and incident report details. Provide support as delegated with regards to the installations of key developments of new system infrastructure.
Assist with the projects to support operational changes or developments that require information technology. Undertake routine and general support duties as may be required from time to time. Responsible for keeping senior IT Operations staff up to date on all systems issues that occur out of hours.
To remain focused on providing a quality service with the team and Informatics, promoting the main objective which is to assist the organisations supported in providing quality care to patients. Carry out duties appropriate to the grade as may be required by the Director of Informatics.
CLINICAL & PROFESSIONAL RESPONSIBILITIES Maintain adherence to Local and Statutory regulations relating to the use/misuse of data and computer facilities in particular the Data Protection Act and Copyright laws Be aware of all current legislative conditions particularly the Data Protection Act 1998 and the Computer Misuse Act 1990 and undertake duties in accordance with this legislation In the course of your employment you may come into contact with confidential information relating to patients and staff.
Strictest confidentially must be maintained at all times and failure to do so may result in dismissal. ADMINISTRATIVE RESPONSIBILITIES To report all user incident, problem and request details using the internal ITSM Service Desk tool, observing existing procedure and change control.