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Digital Field Engineer FTC
at Black Country Healthcare NHS Foundation Trust Dudley in Dudley (Published at 12-09-2024)
A UK Driving Licence and access to a car is required for this role. Sponsorship is not available for this role. Job PurposeThe role involves the provision of first and second line Support Services including project support to all users at Black Country Healthcare NHS Foundation Trust. The role will be primarily based at Peartree Lane but may extend to other Black Country Health Care NHS Foundation Trust sites as dictated by service requirements.
The role requires an excellent understanding of, and commitment to outstanding customerservice. Main Duties/Responsibilities To work as part of the Digital Services support service providing 1st and 2nd line support, acting as the first point of contact for all ICT software and hardware support calls. This will include working in ward areas to offer support services to Black Country Health Care NHS Foundation Trust staff, 3rd party vendors and contractors. To self prioritise and time manage assigned helpdesk tickets.
Provide general help desk telephone support including support of all Microsoft products. Manage and prioritise technical support workloads providing ICT Support & Implementation Services to all users of the Black Country Partnership NHS Foundation Trust ICT Hardware and Software. Provide Helpdesk and technical support to Black Country Health Care NHS Foundation Trust sites as part of a distributed centralised Helpdesk service. Install new hardware and software for Black Country Health Care NHS Foundation Trust users as instructed by senior members of the ICT Team.
Ensure all desktop PCs and laptops are kept up to the current patch level. Administer user domain and email accounts. Configure email accounts on desktop PCs, laptops an iPads etc within user profiles. Undertake basic administration of the Trusts telephony systems.
Support Multi Function Devices (MFDs) and liaise with the leasing company to manage fault resolutions. Specify and Source End user hardware and stock as directed by linemanagers. Be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and Storage issues).
Escalate the priority of calls in accordance with Digital Services Service Deskprocedures. The post-holder will provide expertise in deploying new hardware and upgrading existing hardware including personal computers, laptop computers, personal digital assistants, printers, telephones and multi-functional devices. The post-holder will contribute to the planning and implementation of project work, including the annual capital programmes activities where applicable. Provide advice via telephone, email and in person to staff at all levels across the Trust via the Digital Services Service Desk, covering server, desktop, network and applications support.
Ensure that the Digital Services Service Desk system is kept up to date and accurate in terms of calls logged and resolution. Ensure that all notes and supporting documentation are created and updated on to the Services standard operating procedures. Update & maintain asset register of ICT hardware. Carry out network audits such as asset location and security checks.
Ensure that all software installations at the Black Country Health Care NHS Foundation Trust comply with the End User License Agreements. Any other tasks relevant to the role of First Line and Second Line Technical Support Officer as specified by the Service Desk Manager, other Technical Services manager or any member of the Senior Management Team. Adhere to all of the Black Country Health Care NHS Foundation Trust policies, protocols and procedures. Diagnose and troubleshoot hardware faults and repair/replace damaged components using appropriate tools as necessary.
Analyse and diagnose wide-ranging requests, which may include situationswhere the post holder will be required to investigate and use their own judgment to identify the best course of action. Lead, supervise and assist third party suppliers with the resolution of faults and service requests. Proactively research, develop and test new hardware, devices, software, solutions, utilities and tools for more efficient working. Provide on call support for the Black Country Partnership NHS Foundation Trusts E-HR system.
Work as a project resource in conjunction with the departmental technical project manager. Configure and deploy Trust Smart Phone and remote working Tokens. To undertake any other duties of a similar nature consistent with theresponsibilities of this post in order to provide a quality ICT service. Trust Values Employees, workers, and / or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trusts values.
Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues behaviours breach the spirit of Trust values. Confidentiality and Data ProtectionStaff are to familiarise themselves with the Employers data protection policy when this is available, which sets out its obligations under the General Data Protection Regulation, the UK Data Protection Act 2018 and all other data protection legislation. You must comply with the Employers data protection policy at all times and you agree that you will only access the systems, databases or networks to which you have been given authorisation and only for the purposes of your work for the Employer. The Employer will consider a breach of its data protection policy by youto be a disciplinary matter which may lead to disciplinary action up to and including summary dismissal.
You should also be aware that you could be criminally liable if you disclose personal data outside the Employers policies and procedures. If you have any queries about your responsibilities in respect of data protection you should contact the Employers Data Protection Officer. Data QualityThe post holder should ensure any data/information prepared for either internal or external analysis is fit for purpose i.e. that it is accurate, valid, reliable, timely, relevant and complete.
No SmokingThe Trust has a no smoking policy. Smoking is not allowed on any Trust premises.Health and SafetyThe post holder will take personal responsibility for any Health & Safety issues and obligations under the Health & Safety at Work Act. The post holder should also be aware of and comply with other relevant legislation and policies e.g. Fire Regulations.
Policies and ProceduresThe post holder is required to abide by all policies and procedures of the Trust.
The role requires an excellent understanding of, and commitment to outstanding customerservice. Main Duties/Responsibilities To work as part of the Digital Services support service providing 1st and 2nd line support, acting as the first point of contact for all ICT software and hardware support calls. This will include working in ward areas to offer support services to Black Country Health Care NHS Foundation Trust staff, 3rd party vendors and contractors. To self prioritise and time manage assigned helpdesk tickets.
Provide general help desk telephone support including support of all Microsoft products. Manage and prioritise technical support workloads providing ICT Support & Implementation Services to all users of the Black Country Partnership NHS Foundation Trust ICT Hardware and Software. Provide Helpdesk and technical support to Black Country Health Care NHS Foundation Trust sites as part of a distributed centralised Helpdesk service. Install new hardware and software for Black Country Health Care NHS Foundation Trust users as instructed by senior members of the ICT Team.
Ensure all desktop PCs and laptops are kept up to the current patch level. Administer user domain and email accounts. Configure email accounts on desktop PCs, laptops an iPads etc within user profiles. Undertake basic administration of the Trusts telephony systems.
Support Multi Function Devices (MFDs) and liaise with the leasing company to manage fault resolutions. Specify and Source End user hardware and stock as directed by linemanagers. Be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and Storage issues).
Escalate the priority of calls in accordance with Digital Services Service Deskprocedures. The post-holder will provide expertise in deploying new hardware and upgrading existing hardware including personal computers, laptop computers, personal digital assistants, printers, telephones and multi-functional devices. The post-holder will contribute to the planning and implementation of project work, including the annual capital programmes activities where applicable. Provide advice via telephone, email and in person to staff at all levels across the Trust via the Digital Services Service Desk, covering server, desktop, network and applications support.
Ensure that the Digital Services Service Desk system is kept up to date and accurate in terms of calls logged and resolution. Ensure that all notes and supporting documentation are created and updated on to the Services standard operating procedures. Update & maintain asset register of ICT hardware. Carry out network audits such as asset location and security checks.
Ensure that all software installations at the Black Country Health Care NHS Foundation Trust comply with the End User License Agreements. Any other tasks relevant to the role of First Line and Second Line Technical Support Officer as specified by the Service Desk Manager, other Technical Services manager or any member of the Senior Management Team. Adhere to all of the Black Country Health Care NHS Foundation Trust policies, protocols and procedures. Diagnose and troubleshoot hardware faults and repair/replace damaged components using appropriate tools as necessary.
Analyse and diagnose wide-ranging requests, which may include situationswhere the post holder will be required to investigate and use their own judgment to identify the best course of action. Lead, supervise and assist third party suppliers with the resolution of faults and service requests. Proactively research, develop and test new hardware, devices, software, solutions, utilities and tools for more efficient working. Provide on call support for the Black Country Partnership NHS Foundation Trusts E-HR system.
Work as a project resource in conjunction with the departmental technical project manager. Configure and deploy Trust Smart Phone and remote working Tokens. To undertake any other duties of a similar nature consistent with theresponsibilities of this post in order to provide a quality ICT service. Trust Values Employees, workers, and / or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trusts values.
Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues behaviours breach the spirit of Trust values. Confidentiality and Data ProtectionStaff are to familiarise themselves with the Employers data protection policy when this is available, which sets out its obligations under the General Data Protection Regulation, the UK Data Protection Act 2018 and all other data protection legislation. You must comply with the Employers data protection policy at all times and you agree that you will only access the systems, databases or networks to which you have been given authorisation and only for the purposes of your work for the Employer. The Employer will consider a breach of its data protection policy by youto be a disciplinary matter which may lead to disciplinary action up to and including summary dismissal.
You should also be aware that you could be criminally liable if you disclose personal data outside the Employers policies and procedures. If you have any queries about your responsibilities in respect of data protection you should contact the Employers Data Protection Officer. Data QualityThe post holder should ensure any data/information prepared for either internal or external analysis is fit for purpose i.e. that it is accurate, valid, reliable, timely, relevant and complete.
No SmokingThe Trust has a no smoking policy. Smoking is not allowed on any Trust premises.Health and SafetyThe post holder will take personal responsibility for any Health & Safety issues and obligations under the Health & Safety at Work Act. The post holder should also be aware of and comply with other relevant legislation and policies e.g. Fire Regulations.
Policies and ProceduresThe post holder is required to abide by all policies and procedures of the Trust.
