It Technician

Description:

As digital solutions roll out across MFT, effective IT support services become ever more important to delivering patient care. As the first point of contact for users, and a key member of the IT Support team, you’ll log and resolve queries, incidents, problems and requests relating to both equipment and applications. Working on first- and second-line IT technical support issues, you’ll take ownership of calls, escalating where necessary, and adhering closely to service level agreements. You’ll also help to coach and support less-experienced members of the team.

Participate in the delivery of an efficient, responsive, effective and customer focused IT support
service. IT Technicians will have responsibility for ensuring that IT technical support is provided to appropriate levels of customer service in line with corporate Service Level Agreements.
The IT support teams provides 2nd Line IT support all trust locations and users and will coordinate
the escalation of all non-resolved incidents and service requests to the IT Support Manager. Assist in the day-to-day co-ordination of work in own area.
Provide specialist training for staff from own or other disciplines on own subject area, when required.
Participate in an on-call or out-of-hours service, when required.

This role will be predominantly IT Support but will involve some specific work flows. This will require additional desirable qualities in relation to the Vocera Clinical Communications System

Key functions will be:

• Maintenance of core data tables to ensure the availability of up to date and timely data information
• Deliver new system user training and ensure all users have appropriate system level access to enable them to fulfil their role
• Act as first line support for system users providing advice and guidance, resolving software problems where possible
• Assist in the production of a wide range of timely, verified information to meet ad-hoc requirements
• Act upon own initiative with regards to issues/problems/trends relating to the day-to-day administration of the Vocera system.