IT Operations Engineer | Mersey and West Lancashire Teaching Hospitals NHS Trust

We currently have an exciting opportunity for a permanent IT Operations Engineer in the Service Delivery Operations Team, based at Jubilee Court, St Helens., The principal role of an IT Operations Engineer will be to provide first and second-line telephone-based support to customers across a number of NHS Trusts, Primary Care, ICBs and General Practices using a support call logging system and Microsoft desktop software products,

• Provide 1st& 2ndline telephone-based support to all our customers.
• To provide 1stline support for all of IT/IT Helpdesk/DEV/Network/Trainers and IT support services for our user base which includes Acute Trust, Community Clinics, and general practices during the hours of 08:00 and 20:00 to be the agreed working attendance (see additional information).
• Display excellent customer care skills at all times when dealing with customers.
• Perform all essential system hardware and software housekeeping routines for the applications and systems supported by the Local Community, both locally and remote.
• Provide essential hardware and software application support and ensure that these technologies are appropriately supported to the needs of the Health Community.
• Solve and configure PC systems ad associated peripheral and specialist device adapters as required.
• Strong knowledge of all hardware components, and all associated system software tools.
• Respond to hardware and software failure ensuring complete fix is secure.
• To report all user incident problem details using the Informatics IT 'Call Logging Database' observing existing procedure and change control.
• Provide effective communication and incident report details.
• 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.
• Provide support as delegated with regards to the installations of key developments of new system infrastructure.
• Assist with installation of IT equipment's and software implementations ensuring the process is efficient and effective minimising user disruption.
• 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.
• 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 confidentiality must be maintained at all times and failure to do so may result in dismissal.
• Carry out duties appropriate to the grade as may be required by the Director of Informatics., The post holder will be based at premises used by MMDA. Due to the multi-site nature of the organisation the post holder is required to be a car driver and owner. A mileage allowance is payable for such work.
Flexibility
• Job descriptions are intended to act as a flexible guide to the duties of the post and therefore will require revision in consultation with the post holder to reflect the changing requirements of the post to enable the Trust to achieve its corporate goals and objectives.
• As part of the organisational requirements and subject to negotiation with staff and representatives the Informatics Operational Support Services will operate a 24/7 support service in alignment to the Health Community requirements. Operational Technical support Staff will operate a shift attendance pattern.
Moving & Handling
• The post holder will be required to move IT equipment, loading, and unloading vans, office moves between sites in accordance with the Trust Policy., Logging and updating records on the internal call logging system.
• Maintain the asset database for all hardware.
• Contribute to the maintenance and development of an internal knowledge base.
TEACHING & TRAINING RESPONSIBILITIES
• Must ensure all mandatory training is up to date.
• Participate and contribute to personal development plan in annual appraisal.
  
  Significant experience in an IT support role;
• Experience of telephone based support;
• Excellent customer care skills;
• Good problem analysis skills;
• Knowledge of Microsoft products, although training will be provided.
Customer care skills are an extremely important factor to the role., Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

This role offers an excellent opportunity to join a large IT service (150+ staff) that will offer opportunities for career progression to the right candidates. Mid Mersey Digital Alliance provides support and services to customers across a number of NHS Trusts, ICB and General Practices. The Operations Team consists of the Junior, Service desk and Taskforce engineers. The informatics service also consists of Network, Infrastructure, Project and Training Teams. Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received, you are therefore advised to apply at your earliest convenience. Interview Date - 19th July 2024 Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites. We strongly believe that the communities we serve should all have access to Five Star Patient Care. Our Services: Acute Care Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites. Primary Care Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital. Community Services Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre. Specialist Regional Services We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales. Achievements:
• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme