Technical Support Analyst
hace 2 días
Norwich
The post holder will work in the Trust's IT Technical Support Team, providing second and third line support to the Trust's users. They will be responsible for ensuring the optimum use of the Trust's IT systems including managing capacity, proactively monitoring error conditions and alerts and ensuring that all of the Trust policies and procedures relating to security and best practice are adhered to. To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Integrity, Dedication and Excellence. Overview of Essential Responsibilities: 1. Provides advice and guidance on technical matters, supervise the other Technical Support Analysts, 2. Performs work which requires the application of a significant range of fundamental principles in a variety of contexts, 3. Takes a structured and effective approach to own work and demonstrates leadership potential, 4. Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives, 5. Is able to communicate effectively, both orally and in writing, with clients, customers, colleagues and subordinates, 6. Displays a responsible attitude to following procedures, keeping records and caring for equipment and other assets, 7. Is thoroughly familiar with the installed hardware and software and the procedures in use in the Computer Operations area, 8. Demonstrates good communication and negotiation skills with experience of dealing with users, other staff and suppliers, 9. Management of onsite backup and restoration procedures including creation, scheduling, maintaining, and issue resolution using the appropriate software tools and techniques. This also includes media management, rotation and archiving. Also the checking and escalation of scripted backup activities on the Oracle, and AIX systems, 10. Management and analysis of systems capacities and performance using agreed procedures and tools, 11. OS builds/rebuilds for Windows 7/10 and Windows 2003-16 Server; this includes specific applications, network and user configuration, 12. Configuration and implementation of Anti-Virus technologies for all Servers/PCs within the Trust IT and related network and systems using agreed tools, procedures and software, 13. Participating in the administration of security implementation and analysis, involving the identification and scheduling of server level updates and patches from Microsoft and user level security infrastructure from Domain-wide administration group privileges to individual access rights to remote resources, 14. Prompt exporting and importing of NSTS (National Strategic Tracing Service) data from PPA Oracle database on a monthly basis, 15. Issue escalation for both internal and third party applications such as A&E, Maternity, Purchasing systems. NNUH Contract for IBM global services for issues management and resolution, 16. Provide third line technical support for the onsite helpdesk, 17. Onsite management of Citrix Service Farm, 18. Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of service level agreements, 19. Works with others, including user representatives, facilities managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with the system. Ensures that procedures are followed, particularly those relating to safety, AV procedures and security, 20. Provides verbal and written technical reports to specialists on aspects of system status. Provides non-technical reports to users and managers, 21. Manages the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention, 22. Works with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conducts investigations on system performance and makes proposals for involvement. Provides advice and assistance to specialists and other system or service providers, 23. Ensures that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays, 24. Provides advice and guidance to less experienced colleagues as required, 25. Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements, 26. Participating in the on-call rota as required, 27. Project assignments LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.