Nhs Western Isles s1
VERSION 1
NHS WESTERN ISLES
AGENDA FOR CHANGE
JOB DESCRIPTION
TITLE: Desktop Support Technician
BAND: 5
HOURS: 37.5
LOCATION: Western Isles Hospital
REPORTS TO: IT Manager
ACCOUNTABLE TO: IT Manager
PURPOSE
The Desktop Support Technician's role is to support the hardware and software used by staff across all areas of the Health Board, both clinical and administrative. The technician will be required to solve problems at many different technical levels, from network connections to application configuration in order to enable the continued productive working of staff.
ORGANISATIONAL CHART
SCOPE & RANGE
No budgetary or staff responsibilities
SYSTEMS AND EQUIPMENT
PC, Microsoft Windows and Unix File Servers.
Windows XP, Windows 7, Windows 8, iOS, Android and other operating systems.
Windows 2012 Server, Windows 2008 Server, Unix, operating systems.
Microsoft Active Directory used to manage user and email accounts.
NHSmail
GP systems
Remote control and configure PCs remotely
PC Anywhere, VNC, RDP for additional remote management of servers
Microsoft Cluster Services to manage SQL / DNS / DHCP resources
Microsoft Office application packages.
Citrix Metaframe XP and Presentation Server for managing thin clients
thorough knowledge of browser compatibility issues for all platforms/major browsers is also a must.
The post holder is expected to have a broad familiarity with all ICT systems in use in both primary and secondary care, whether clinical or administrative.
DECISIONS AND JUDGEMENTS
· The post holder will be required to resolve problems at many different technical levels, from network connections to application configuration.
· The post holder will troubleshoot and maintain PCs and other desktop hardware and software in order to maximise application and data availability for end users.
· The post holder will be required to effectively prioritise and execute tasks in a high pressure environment.
· The post holder will be aware of the importance of asset management to control the ICT environment.
· The post holder will have knowledge of applicable data privacy practices and laws.
· The post holder will have strong analytical and problem solving abilities.
· The post holder will liaise with suppliers on warranty issues.
COMMUNICATIONS AND RELATIONSHIPS
Contact is made on a daily basis with all levels of user and departments within the organisation from chief executive downwards.
Horizontal communication with other members of the IM&T department, particularly with regard to project work.
Frequent contact is made with third-parties (e.g. commercial suppliers) on implementation and installation of IT systems and any issues arising from this.
Complex IM&T issues must be communicated to non IM&T managers & users such that they can understand the concepts, actions and outcomes.
Communication can be verbal, via email, face to face meetings either in person or using videoconferencing, by fax and by post.
Tact, diplomacy and sensitivity are required when communicating with all levels of user and departments.
Because of the systems administration rights we are required to have to enable us to carry out our work effectively we are frequently party to confidential (both clinical and non-clinical) information. We are required to keep any such information confidential and not to divulge it to third-parties.
Occasional contact with patients & public i.e. asking if they need help and giving directions if needed.
PHYSICAL DEMANDS OF THE JOB
The postholder is sometimes required to install, shift and move PC and peripheral equipment (which is often very heavy and difficult to lift and carry) during the course of their work. This often involves working in noisy, confined and awkward to reach spaces.
Computer parts are often small and manual dexterity is required when working with PCs and peripheral equipment.
Extended spells of concentration are required, particularly when dealing with technically demanding yet competing issues.
Good keyboard skills are required
10. STANDARD ELEMENTS
Confidentiality
This involves taking the necessary precautions when transmitting information only disclosing it to those who have the right and the need to know it.All personal health information is held under strict legal and ethical obligations of confidentiality. NHS Staff must follow guidance (NHS Code of Practice on Protecting Patient Confidentiality) before disclosing any patient information. All staff must respect confidentiality of all matters that they may learn relating to their employment, other members of staff, patients and their families.
Health and Safety:
Assist in maintaining own and others’ health, safety and security.This involves:
a) Complying with Board health and safety policies, procedures and participating in mandatory training.
b) Maintaining a safe working environment and reporting any issues of concern as appropriate.
NHS Western Isles attaches the greatest importance to the health and safety of its employees. It is the Board policy to do all that is reasonable to prevent personal injury and hazard to health by protecting staff and others including the public from foreseeable
hazards compatible with the provision of proper services to patients. The Board expects its entire staff to take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions at work. More detailed information is given in departmental safety policies where appropriate.
Ensure own actions support equality, diversity and rights.
This involves:
(a) Acting in ways consistent with the Board’s policies and procedures.
(b) Treating those you come into contact with equitably and with respect.
(c) Recognising the need for aids or adaptations.
JOB DESCRIPTION AGREEMENT
I, (Print Name)…………………………………………………….. confirm that the job description(s) /person specification(s) attached have been discussed with me and are an accurate and up-to-date account of the duties and responsibilities and skills/qualifications required to undertake the post.
Job Holder’s Signature: Date:
Head of Department Signature: Date:
PERSON SPECIFICATION
Job Title: Desktop Support Technician
Department: IT Services
Location: WIH
SKILLS/QUALITIES / ESSENTIAL / DESIRABLEMinimum HND-level qualification in a relevant subject or equivalent experience / a
IT qualification or evidence of study / a
Knowledge of networks / a
Knowledge of PCs/Windows / a
Evidence of broad technical knowledge / a
Awareness of confidentiality issues / a
Previous NHS experience / a
Analytical and problem solving skills / a
Ability to work on own initiative and be self motivated / a
Good presentation and communication skills / a
Understanding of Primary and Community Services / a
Previous experience of establishing and documenting systems and processes / a
Strong customer service orientation / a
Organised and able to prioritise and execute tasks in a high pressure environment. / a