Operations Support (GMS ICT) Band 5

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JOB DESCRIPTION

JOB TITLE AND BAND Band 5 Operations Support (GMS ICT)

DEPARTMENT / DIRECTORATE Digital Operations

SALARY £31,049 - £37,796 per annum (pro rata)

HOURS Full time/Part time

Experience/ Qualifications

1 (a) A university degree in a computer science-related discipline or equivalent recognised ICT professional qualification or be due to complete this year PLUS 1 year of recent relevant experience* or have completed at least 48 weeks of student placement

OR

1 (b) An HND in a computer science related discipline AND 2 years relevant experience *

OR

1 (c) 4 years relevant experience *

* Relevant experience is defined as providing or supporting information and communications technology systems in a business environment. "Business environment" in this context includes ICT areas such as desktop support, system/application support & maintenance, network & communications, systems integration, data warehousing, and IT security.

Other

2. Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by the Organisation which will permit them to carry out the duties of the post.

Skills / Abilities/

Ability to work well independently and as part of a team.

Excellent communication, interpersonal, and ICT technical skills to meet the needs of the post in full.

Ability to investigate, collate and analyse information from a variety of sources to support decision-making to resolve technical ICT incidents.

Excellent knowledge of, and ability to use Microsoft Office and other business process applications, while demonstrating best practice in IT Service Management.

Strong organisational skills with the ability to plan and manage activities effectively to deliver against service delivery plans.

DESIRABLE CRITERIA

Experience

1. Experience in providing services to customers using IT service management software

Qualifications

2. ITIL Foundation certificate.

KEY DUTIES / RESPONSIBILITIES

The post holder will work as part of the GMS ICT Support team and liaise closely with the GMS ICT Equipment and Services team to ensure the delivery of a high quality and highly effective ICT service to General Practices across Northern Ireland.

The post holder will be required to respond to incidents and service requests logged via the BSO ITS Service Desk and offer technical solutions to complex problems across a range of ICT areas, including:

• Clinical Systems,
• Local Area Networking,
• Client/Server applications,
• PC Client installs,
• Printer/Scanner installs,
• Microsoft Office applications,
• ICT Network Security,
• PC imaging,
• Use of Remote Support Tools.

Key duties and responsibilities:

1. To provide technical support for computer hardware, software and peripherals.
2. To provide technical support for communication networks.
3. To provide technical support for specific complex service development projects.
4. To assess user requirements and to recommend solutions.
5. To carry out analysis, diagnosis and resolution of incidents.
6. To provide technical advice and guidance to a range of customers.
7. To build a close working relationship and develop an understanding of the needs of a subset of GP Practices to which they will be assigned.
8. To develop an understanding of and provide technical advice to practices in relation to the operation of their specific ICT systems.
9. To undertake site visits across Northern Ireland to carry out installs, replacements, repairs and collections of ICT and other practice equipment.
10. To follow the BSO ITS change, release and configuration management processes.
11. To manage incidents and service requests, ensuring prompt and appropriate escalation of incidents, service requests and the identification of problems.
12. To ensure the operational documentation for the ICT Services for which they are responsible is kept up to date.
13. To assist in ICT audits (security, asset, quality, licensing, etc…) and investigation of non-compliances.
14. To monitor and maintain the performance of ICT services, ensuring adequate capacity and availability of services taking both proactive and reactive action when required.
15. To use and comply with all IT service management processes as defined by ITS.
16. To work within BSO ITS projects. This may include establishing requirements, selecting, procuring and implementing solutions.
17. To represent BSO in local or regional forums and other collaborative projects and structures.
18. To assist the ICT Operations Manager in the formulation of policy, procedures, standards and guidance for both ITS staff and users of the ICT Solutions.
19. To research and monitor ongoing ICT Developments and where appropriate, make recommendations for the introduction of new technologies or systems to support and enhance service delivery.
20. To ensure that an expert level of knowledge of ICT technologies and methodologies is maintained by engaging in personal and professional development appropriate to the needs of the service business area.
21. To maximise the use of ICT Services ensuring best value for money and most efficient use of resources.
22. To liaise and meet with suppliers as required, ensuring good relationships are maintained at all times.
23. To ensure that 3rd party service providers deliver appropriate levels of service in accordance with their SLA.
24. To present ICT Systems and Services related information to technical and non-technical audiences.
25. To develop knowledge of the relevant business areas associated with the ICT service or Project.
26. To display high standards of integrity and professionalism towards colleagues and others with whom they are in contact

HUMAN RESOURCE MANAGEMENT RESPONSIBILITIES

The Business Service's Organisation supports and promotes a culture of collective leadership where those who have responsibility for managing other staff:

1. Establish and promote a supportive, fair and open culture that encourages and enables all parts of the team to have clearly aligned goals and objectives, to meet the required performance standards and to achieve continuous improvement in the services they deliver.

2. Ensure access to skills and personal development through appropriate training and support.

3. Promote a culture of openness and honesty to enable shared learning.

4. Encourage and empower others in their team to achieve their goals and reach their full potential through regular supportive conversation and shared decision-making.

5. Adhere to and promote Organisational policy and procedure in all staffing matters, participating as appropriate in a way which underpins the Business Service's Organisation's values.

RAISING CONCERNS - RESPONSIBILITIES

6. The post holder will promote and support effective team working, fostering a culture of openness and transparency.

7. The post holder will ensure that they take all concerns raised with them seriously and act in accordance with the Trust's 'Your Right to Raise a Concern (Whistleblowing)' policy and their professional code of conduct, where applicable.

GENERAL REQUIREMENTS

The post holder will be required to:

6. Assist the organisation in fulfilling its statutory duties under Section 75 of the Northern Ireland Act 1998 to promote equality of opportunity and good relations and under the Disability Discrimination (Northern Ireland) Order 2006. Staff are also required to support the organisation in complying with its obligations under Human Rights Legislation.

7. Ensure the Organisation's policy on equality of opportunity is promoted through his/her own actions and those of any staff for whom he/she has responsibility.

8. Co-operate fully with the implementation of the Organisation's Health and Safety arrangements, reporting any accidents/incidents/equipment defects to his/her manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

9. Adhere at all times to all Trust policies/codes of conduct, including for example:
   • Smoke Free policy
   • IT Security Policy and Code of Conduct
   • standards of attendance, appearance and behaviour

10. Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

11. Co-operate fully with Trust policies and procedures relating to infection prevention and control.

12. Take responsibility to minimise the Trust's environmental impact wherever possible. This will include recycling, switching off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste by minimising printing/copying and reducing water usage, reporting faults and heating/cooling concerns promptly and minimising travel.

13. All employees of the Organisation are legally responsible for all records held, created or used as part of their business within the Business Services Organisation including patients/clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the Business Services Organisation policy and procedures on records management and to seek advice if in doubt.

14. Take responsibility for his/her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

15. Represent The Organisation's commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

It is a standard condition that all Trust staff may be required to serve at any location within the Organisation's area, as the needs of the service demand.

For any more information, contact [email protected] or call 02871 267799