IT Helpdesk Officer (Band 4)

An exciting opportunity has arisen to join the Trusts IT Helpdesk Team in the role of an IT Helpdesk Officer. This is a key role which supports the Trust deliver first class "Digital First" care, by supporting the safe usage, integrity and safety of the Trusts IT Equipment and software. If you have any queries in advance of applying, please contact our IT Service Desk Team Leader: v.gangotra @nhs.net who will answer any questions you may have.

• Previous applicants need not re-apply, To provide Airedale NHS Foundation Trust with excellent IT service provision
Assist with the development of IT infrastructure and services. In pursuing these duties the post holder will ensure compliance with the NHS Constitution and be familiar with the NHS England Guidance 'Understanding the new NHS', 1. Managerial 1.1 The primary focus of this team is to provide IT support to Airedale NHS Foundation Trust. There will be opportunities for job rotation with other support staff in the interests of promoting personal development, training and improved levels of service cover. 1.2 Participate in the Help Desk function, logging fault calls, identifying and resolving hardware and software related problems. This will require the ability to communicate technical issues using jargon free terminology, to users at all levels. 1.3 Install, maintain and repair IT assets which may include items such as systems, servers, desktops, network hardware, telecommunication systems and take decisions to escalate issues as and when necessary. 1.4 To maintain and update system documentation and operational procedures. 1.5 Respond to technical enquiries regarding the appropriate purchasing, disposal, and effective use of IT equipment from all departments in accordance with Trust policies and procedures. 1.6 Provide support and advice to users which may include operating system skills or application / clinical system features. 1.7 Organise and prioritise workload to meet contracted service levels. 1.8 Ensure that work practices meet data protection policy and that other relevant security protocols are observed. 1.9 Identify any security or other breaches and escalate to senior IT Management 1.10 Test and evaluate new equipment prior to deployment and ensure that suitable desktop / device images are maintained; fault finding of faulty equipment and testing prior to redeployment. 1.11 Ensure that the procurement, installation, use, maintenance and disposal of hardware and software is undertaken in accordance with copyright laws, manufacturer's / supplier's requirements, and with the Acceptable Use Policy 1.12 To ensure that the Trust's IT asset database is kept up-to-date with all new purchases disposals. The post holder may be required to perform inventory audits as appropriate ensure the integrity of the database. 1.13 To provide user account administration for all key Windows Server based systems, e.g. Active Directory, email, shared folders, remote access 1.14 To inform users of potential or planned interruptions to IT services 1.15 May be required to participate in the Trusts IT on-call rota and provide assistance where necessary to support the Trust's role in co-ordinating response to major incidents. 2. Communication and Working Relationships 2.1 Attend relevant meetings including project and team meetings. 2.2 Participate in local IT project development work as allocated from time to time. 2.3 Work collaboratively within the IT Team and with other Directorates to ensure that IT service resources are used flexibly to meet the demand, including providing assistance in other areas of the IT estate at times of pressure. 2.4 Work flexibly where required to provide IT Support to other customer groups in the interests of providing additional cover, meeting customer demands or providing an efficient service 2.5 Provide support for the Registration Authority / smart card function such as re-setting passcodes, renewing smart card certificates, providing advice and guidance, assisting with development projects or trouble shooting access 2.6 Provide general administrative support for the IT service such as assisting with the compilation of management information, contract management support, placing orders, maintenance of information stored in local and national databases etc. 3. Finance / Resources 3.1 Undertake periodic audits and ensure the IM&T asset registers are maintained. 3.2 Ensure calls are logged and documented appropriately on the Trust's Helpdesk system and that, where required, specific articles are created in conjunction with the IT Operations Manager and shared to the wider team to address known system problems. 4. Research / Development 4.1 Maintain skills and knowledge of NHS IM&T infrastructure and an appreciation of local NHS IT strategies and projects that affect the post holders sphere of work. 4.2 Attend employee training and development activities as directed. 5. Information / Data Responsibilities 5.1 Maintenance of procedures including the regular creation and update of technical diagrams and procedures for IT colleagues and users. 6. Environmental 6.1 Undertake regular travel throughout Airedale NHS Foundation Trust to meet service requirements. There is also a requirement to attend occasional team meetings. 6.2 Potential work in confined spaces (under desks, cramped communication cabinets etc). 6.3 Subject to dust inside cabinets, cupboards and computers. 6.4 Subject to contact and breathing in of: a. Methanol and dichloromethane when asset labelling equipment b. Print toner dust when servicing / repairing printers 6.5 Accessing equipment at high level using step ladders where appropriate. 6.6 Potential work in wards with strong unpleasant smells and odours. 6.7 Potential work in excessive temperatures (hot and cold). 6.8 Potential work in secure wards and offender heath care services, in the presence of patients with severe mental health problems which may lead to some verbal abuse. 6.9 Stressful and difficult calls on occasions from service users. 6.10 Occasionally exerting moderate physical effort for short periods. 6.11 Use computers and associated computer networks effectively on a daily basis, which will entail sitting in a restricted position and using visual display equipment for long periods

At Airedale, we are committed to promoting equality, diversity and inclusion. We actively encourage applications irrespective of people's age, lived experience of living with a disability or long-term conditions, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. Increasing our diversity and supporting our organisation to be more inclusive is a key priority here at Airedale and our teams are at the centre of how we work towards this. We appreciate all people may have diverse and individual needs and we pride ourselves on supporting all people to thrive and flourish at work. We have frameworks in place that support reasonable adjustments and flexible working for colleagues throughout their working lives which starts at recruitment. These are exciting times for Airedale. We have the once-in-a-career opportunity to be involved in the planning and building of a completely new hospital here on our Steeton site by 2030. By joining us now you'll be a key part of our journey over the next few years, with the chance to input into a state-of-the-art, modern healthcare facility that will deliver care to our communities for decades to come. We are also on the journey to a new electronic patient record, part of our wider ambition for our digital future - a future that builds on our significant telemedicine and digital care success. Ultimately, what makes Airedale special is our people. Not just our staff, but our volunteers, patients, visitors, and wider population who make up the Airedale family. This is a Trust that sits at the heart of our community, and our communities are very proud of their Trust., We are always looking for enterprising and innovative approaches to the way we provide our services. We are a national centre for telemedicine and introduced telehealth to the UK offender healthcare sector and also provide the service to patients in their care homes. Community matters to us and we are supported by 400 dedicated volunteers and have strong links with Bradford University, Craven College and Leeds City College to ensure we inspire the workforce of the future. We want to attract staff who embrace our 'Right Care' behaviours of compassion, a commitment to quality of care and working together for patients - we want to make these part of our DNA.

6.12 In order to minimise system downtime, there is an occasional requirement to undertake duties and attend functions outside normal working hours. We are happy to discuss flexible working opportunities. NOTE: This vacancy may close before the advertised closing date if sufficient suitable applications are received. If you are offered a position which requires you to undertake a Disclosure & Barring Service (DBS) check, Airedale NHS Foundation Trust will administer the DBS check on your behalf and will recover the cost (Enhanced £41.90, Standard £21.90 or Basic £21.90) from your first full months salary. This is a condition of your employment. In applying for a post that requires a DBS check you are confirming that you have read and understood the DBS Privacy Policy for Enhanced and Standard Checks (Click here for the privacy policy) You are encouraged to participate in the DBS Update Service and pay the £13 cost per year.