JOB DESCRIPTION

PART A: JOB DETAILS


JOB TITLE:IM&T Service Desk Technical Assistant (1st Line Support)

AFC BAND:3

HOURS:37.5

DIRECTORATE: Finance

DEPARTMENT:Information Systems and Technology

REPORTING TO:IM&T Delivery Manager (Service Desk)

BASE: Chelmsford

PART B: JOB SUMMARY

To provide 1st line I.T. support to the user population of the East of England Ambulance Service.
To be responsible for the distribution of I.T. peripherals such as mobile phones, print supplies, mobile memory, etc; and maintaining documented records for them.
To provide, deliver and/or facilitate ad-hoc I.T. training to the user population of the East of England Ambulance Service.
Assist with other associated functions such as stock control, Asset Management, I.T. security, Network Administration (Including Network Domain) and I.T. procurement.


PART C: KEY RELATIONSHIPS


All Trust staff



 
PART D: JOB SPECIFIC RESPONSIBILITIES

1.Receive and action service desk calls from system users throughout the Trust. To ensure that all calls logged to the support service are accurately and clearly entered and updated in the service desk system.

2.Deploy, maintain and support IT equipment and peripherals to users throughout the Trust, including software installations, maintenance and updates.

3.Diagnose and resolve system or user problems, using remote control software, Windows administration tools or by attending the user's location as appropriate. Create and maintain user accounts, and assign appropriate system rights.

4.Undertake testing of IT hardware and software prior to installation/rollout within the Trust.
5.To provide 1st line IT support to the Emergency Dispatch operation, ensuring that issues are resolved quickly and efficiently minimising any impact on the Dispatch operation.
6.To provide 1st line I.T. support to the Trust for Local Area Network, PC's/Laptop's and all associated peripherals e.g. printers, PDA's, wireless technology, scanners, including the installation of Operating Systems, Microsoft and other software applications.

7.Analyse, prioritise and elevate calls to senior staff or 3rd party contractors in accordance with defined IT service desk procedures and policies.

8.Organise and prioritise own workload so as to minimise disruption due to interruptions. Plan and manage routine repairs and upgrades and respond to unexpected faults/failures. Ensure all major issues are escalated to the I.T Manager.

9.Modify and administer system user and NHSMail accounts for departmental and third party systems in accordance with agreed support procedures.

10.Assist in maintaining user access to network resources in accordance with Trust policies and departmental guidance/procedures.

11.Provide ad-hoc IT training from basic pc skills, email & internet usage to standard Microsoft applications, to users; providing training material as required and be able to demonstrate his/her own activities of work to new or less experienced members of staff.

12.Carry out health checks (anti-virus software and security update status, etc) on pc's/laptops, and ensure 3rd party contractors also do so, when responding to logged calls. Also, assess IT hardware with regards to being fit for purpose and meeting the
business needs.

13.Assist the IS&T Service Desk Technicians with data backups, including changing the backup media and recording/reporting on the success/failure of each system backup to the appropriate individual.

14.Take part in the departmental on-call rota.

15.Assist in the implementation of National, Regional and local IT related projects as required.

16.Assist the IS&T Delivery Managers as required.

17.Any other appropriate duties according to the needs of the service and as directed by the IS&T Delivery Manager (Service Desk).


PART E: GENERAL RESPONSIBILITIES


Flexibility: The postholder may be required to work at any of the Trust's sites in line with service needs.

Infection Prevention and Control: All Trust employees have duties under the "Health and safety at Work etc. Act 1974" which have a bearing on the prevention and control of infection in particular: Staff are expected to understand their responsibilities as outlined in the infection prevention and control policy and related guidelines, comply with all stated systems and maintain their knowledge of infection prevention and control relative to their role.

Confidentiality, Data Protection, Freedom of Information and Computer Misuse: All staff must ensure confidentiality and security of information dealt with in the course of performing their duties. They must comply with and keep up to date with Trust policies and legislation on confidentiality, data protection, freedom of information and computer misuse.

Communication: All staff should be able to communicate effectively with people who use services and other staff, to ensure that the care, treatment and support of people who use services is not compromised.