Important Job Application Information
Thank you for your interest in NHS Tayside vacancies
Please see below Job Description/Specification and General Conditions of Service
Your Application Form must be completed in full. Please note copies of Curriculum
Vitae, Qualifications and Course Certificates will not be accepted at this stage.
Please return your completed Application Form to recruitment.tayside@nhs.net (quoting
the vacancy reference number in the subject box) or to the postal address given on the
General Conditions of Service.
All completed applications are held in Human Resources until the closing date. After the
closing date a panel will meet to prepare an interview shortlist. Once this decision has
been made, all shortlisted applicants will be emailed to invite them to attend for interview.
It is important that you check your emails regularly.
This process takes approximately 6 weeks. Therefore, if you have not been contacted
regarding interview within 6 weeks of the closing date, your application has been
unsuccessful and you will receive no further correspondence from Human Resources.
ADDITIONAL INFORMATION:Find out more about living and working in Tayside at:
www.dundeecity.gov.uk
www.angus.gov.uk
eHealth Directorate - Maryfield House, Dundee
ICT Technician/IT Service Desk Operator, Band 4
Salary Scale: £18,652 - £21,798 per annum
The NHS Tayside IT Service Desk are looking to recruit an ICT Technician/IT Service Desk
Operator to fill a vacancy in the current team.
The successful candidate would be required to provide Service Desk and Customer Services to IT
users throughout NHS Tayside and other partner agencies. The successful applicant must be able
to deliver duties and support services in a reliable, dependable manner ensuring customer
satisfaction at all times.
Excellent communication skills are paramount as is the ability to assist IT users.
Essential qualities for this post include patience and speedy, accurate keyboard abilities. In
addition, good team skills are necessary to effectively fill this role.
The post requires education to diploma level, preferably in the IT field or an equivalent level of
knowledge. In addition, you must be willing to travel across Tayside if required. Knowledge of
Microsoft products is preferred.
You will be required to achieve the mandatory Induction standards for Healthcare Support
Workers in Scotland and to comply with the Code of Conduct throughout your
employment.
Informal enquiries to: Ross Jamieson, eHealth Customer Services Manager on 01382 424406 or
email ross.jamieson@nhs.net
Hours of work are:
37.5 per week Monday to Friday
Shifts are 8am - 4pm, 8.30am - 4.30pm, 9am - 5pm and 9.30am - 5.30pm
Please download the full application pack from www.jobs.scot.nhs.uk
Internal applicants: please download the application pack from Staffnet. Please read the Important
Job Application Information in the Information for Applicants section.
Completed applications should be returned to recruitment.tayside@nhs.net (quoting the job
reference number in the subject box) or to Human Resources, NHS Tayside, Level 9, Ninewells
Hospital, Dundee DD1 9SY
Short-listed applicants will be contacted by email. Please check your emails regularly.
Please quote reference number – D/RA/165/12
Closing date for receipt of completed application forms – Thursday 4 April 2013
Distribution: Staffnet, www.jobs.scot.nhs.uk
Advert Template 05.07
NHS TAYSIDE
JOB DESCRIPTION
1. Job Identification
Job Title:
Ref ICT101
ICT Technician
IM &T Qualified ICT Technician
Department(s)/Location:
Health Informatics
Number of Job Holders:
2. Job Purpose
Provide qualified first line technical support and fault resolution within an IM & T service delivery
function covering one or more areas such as production services, technical services,
communications networking, video conferencing , telemedicine, desktop services and applications
development, in accordance with priorities, protocols and procedures set by the Technical Services
Manager, I.T. Service Delivery Manager, Head of Development services or equivalent.
Document and interpret all end user communications and gather necessary supporting technical
information in order to identify fault / problem. Use detailed technical knowledge and analytical skills
to provide IT support for end user departments covering complex technical problems whilst
ensuring appropriate NHS Tayside ICT protocols and procedures are followed.
3. Organisational Position
ICT Technician reports to Help Desk Supervisor, Systems Support Technician, Software Developer
or equivalent line manager.
(see organisational chart)
4. Scope and Range
Required to document and respond to Help Desk support calls covering IT technical and application
support services provided to all staff employed by NHS Tayside plus IT services provided to
General Practice, Community Pharmacists and General Dental services.
Also required to handle communications from, and provide support to, other NHS bodies in order to
support various national systems supplied NHS Tayside data centre managed technical services.
This entire service supports somewhere in the region of 15,000 NHS staff and covers all aspects of
NHS business and clinical activity.
ICT Services provided include somewhere in the region of 40 corporate business systems and 70
patient based clinical applications. These systems are accessed by over 7500 desktops connected
over a series of local and wide area network connecting currently in excess of 150 sites.
Certain critical patient based services require to be supported on a 24/7/365 basis and following
complex call management and call escalation procedures is an essential requirement for this post..
The help desk service will deal with on average approximately 1400 calls per month and is the
single point of contact for all NHS Tayside IT related activity.
The post holder will be required to work under their own initiative but in certain cases may need to
refer highly complex technical issues to a more senior technical specialist.
5. Main Duties/Responsibilities
Induction Standards & Code of Conduct
Your performance must comply with the national “Mandatory Induction Standards for Healthcare
Support Workers in Scotland” 2009; and with the Code of Conduct for Healthcare Support Workers.
Responsible for gathering information from end users, recording information, analysing information
and resolving issues to the end users satisfaction.
This will involve recording information into complex call/problem management software, managing
the problem until resolved or in the case of highly complex technical issues routing the problem, via
the system, to a lead specialist.
The post holder must ensure all ICT help desk protocols and procedures are followed and the
problem is resolved with first line technical support wherever possible.
The post holder should recommend changes and improvements to ICT help desk protocols and
procedures in order to improve service levels.
There may be a requirement to access the ICT desktop management software system in order to
access the end users PC, replicate the fault, identify a solution and rectify.
Liaise with other IT professionals throughout NHS Scotland to ensure calls are transferred onto the
appropriate person for solution and any necessary call escalation procedures are followed.
Prioritise and Monitor calls or requests and ensure satisfactory outcomes are recorded
appropriately in the appropriate timescales
Have the ability to use the call/ problem management software to supply the Help Desk supervisor
or immediate line manager with single or collective call information as and when required
Provide first line technical advice and guidance and ensuring end users comply with IM & T policies
in relation to the safe and responsible use of IT hardware and software.
Provide system administration service for the NHS Directory Service and Web applications
Provide and maintain appropriate documentation so as to be able to produce performance logs
which can be measured against service level agreement terms and conditions.
Ensure all technical support services provided by the department comply with national and local
data networking and security standards
Work as an integral part of ICT Service Delivery teams resolving ICT hardware & software faults
Perform technical and administrative duties to support ICT technical and application service
delivery across NHS Scotland.
6. Communications and Relationships
Must be able to communicate effectively, by voice and email, with NHS staff from all disciplines and
at every managerial level.
Must be able to interpret communications, extract the relevant detail and request further
information, if necessary, in order to help resolve any technical issue.
Analyse information obtained from end-users relating to complex technical/system/application
problems and deliver feedback for solutions in a non-technical manner.
Discuss available options/time-scales/expectations with end-users helping to build a professional
and positive impression of the organisation.
Provide verbal and written reports through immediate line manager identifying all
progress/problems.
Report through immediate line manager any new issues/trends that are liable to have an impact on
the service in the future.
Liaise with other local support teams obtaining advice and/or providing solutions on complicated
technical issues.
Participate in Informal and formal discussions with any other IT professional within NHS Scotland
covering technical problems and/or solutions.
Liaise with external third party Service/Product suppliers in order to provide solutions and improve
best practice within NHS Tayside.
Provide assistance and training, in own area of expertise, to less experience team members.
7. Knowledge, Training and Experience Required to do the Job
The post requires education to a diploma or Advanced European Computer Driving Licence (ECDL)
level or proven and demonstratable technical/applications knowledge covering the following areas:PC Operating Systems
Desktop , laptop , printer hardware configuration
Network Configuration
Application Development , Database design
PC Applications packages covering word processing , spreadsheets , mail, diary , presentation and
databases.
The post holder must be capable of managing their personal workload, advising on and prioritising
any assigned duties and dealing with numerous simultaneous tasks.
The post requires good communication skills, and the ability to explain technical issues to a non
technical user community.
The post holder must be able to deliver support services and help desk duties in a reliable,
dependable manner ensuring customer satisfaction at all times.
The post holder must be able to identify and provide appropriate solutions across a number of
technical areas e.g. Applications Software, Operating Systems, communications networks, by
analysing the problem and identifying any resources required.
8. Systems and Equipment
The post holder uses a PC as an essential tool of the job
The post holder is required register all helpdesk calls on the helpdesk call management system or
comply with the appropriate application change control mechanisms in place
The post holder should have a detailed understanding of the most commonly used software
packages , mail , calendar, applications development and directory systems in order to provide first
line support.
The post holder will be required to use complex call problem/management
Software, enquiry and reporting software and also complex desktop management software which
allows connection to remote desktop devices in order to identify and rectify faults.
RESPONSIBILITY FOR RECORDS MANAGEMENT
All records created in the course of the business of NHS Tayside are corporate records and are
public records under the terms of the Public Records (Scotland) Act 1937. This includes email
messages and other electronic records. It is your responsibility to ensure that you keep appropriate
records of your work in NHS Tayside and manage those records in keeping with the NHS Tayside
Records Management Policy and with any guidance produced by NHS Tayside specific to your
employment.
9. Physical Demands of the Job
Frequent requirement for sustained concentration and the ability to prioritise tasks.
Requirement for speedy and accurate keyboard skills
I & CT impacts on every area within NHS Scotland and the post holder may be expected to travel
extensively across Tayside and in some instances out with NHS Tayside boundaries.
Use of simple hand tools in the provision of component replacement.
Occasional requirement to move IT equipment such as printers , PCs , projectors etc.
10. Decisions and Judgements
Ability to resolve a range of technical/application problems under their own initiative but may require
to refer more highly complex issues to senior specialist technicians
Ability to interpret technical symptoms, recognise trends, and develop standard corrective policies
and procedures
Keep up to date with the policies and procedures which have been established for all the various
types of faults so that the jobholder can act independently in the provision of first line support
Be able to recognise where faults could become major incidents and initiate any necessary
escalation procedures
Track any major outstanding issues with a view to initiating any necessary escalation procedures
11. Most Challenging /Difficult Parts of the Job
I.T. systems are now recognised as essential tools in the provision of patient care and all individual
callers must receive the appropriate attention to ensure a quick and satisfactory outcome to their
problem.
Identifying problems where system interactions make identification of the fault difficult to track.
Keeping abreast of all the latest desktop standards, development toolkits, policies and technologies
in order to assist technical service delivery teams and provide first line call resoluton.
PERSON SPECIFICATION
Job Title
ICT Technician (IT Service Desk Operator)
Grade
Band 4
Location
NHS Tayside IC&T Department (Maryfield)
Criteria
Essential
Desirable
EXPERIENCE:
Good knowledge of Desktop Hardware and
Software
NHS environment
IT related qualifications or relevant
knowledge
Educated to diploma level.
Windows Operating systems
Awareness of NHS Network environment.
Basic knowledge of Desktop, Laptop, Printer
Hardware configuration
Helpdesk Software.
QUALIFICATIONS:
KNOWLEDGE:
Microsoft Office Software Packages
SKILLS:
Previous Call Centre exposure.
European Computer Driving License
(ECDL).
Good knowledge of NHS Tayside
Systems
Good Communication Skills
Good keyboard skills
Ability to follow protocols to identify the
appropriate team or individual best able to
resolve the problem.
Ability to Multi-task
Fault Diagnosis And Resolution
PERSONAL
QUALITIES:
Problem Solver
Considerate
Patience
Flexibility
Dependable
OTHER:
Ability to learn quickly
Flexible in terms of working hours
Ensures confidentiality is respected
General Conditions of Service
POST REF NO:
D/RA/165/12
JOB TITLE/GRADE:
IT SERVICE DESK OPERATOR, BAND 4
LOCATION:
eHEALTH – MARYFIELD HOUSE
Conditions of Service
Remuneration
Hours of Duty
Superannuation
The terms and conditions of service for this post are those
determined by the NHS Staff Council.
The current salary scale for the post is £18,652 to £21,798 per
annum (pro rata for part-time staff). Placing on the scale on
appointment is normally at the minimum but may be higher
subject to verification of previous relevant service.
Salary is paid monthly by Bank Credit Transfer.
The hours of the post are 37.5 per week.
Start and finish times will be determined by the needs of the
service.
Membership of the NHS Superannuation Scheme is not
compulsory but is open to all staff between the ages of 16 and
70 (65 in some instances).
The contributions paid are a percentage of superannuable pay,
which is essentially basic pay excluding, for example, overtime
or travelling expenses.
Contribution rates with effect from 01.04.12 are as follows:
Annual Pensionable Pay
(Full-time equivalent)
Up to £15,000
£15,001 to £21,175
£21,176 to £26,557
£26,558 to £48,982
£48,983 to £69,931
£69,932 to £110,273
£110,274 to any higher amount
Annual Leave
Contribution
5%
5%
6.5%
8.0%
8.9%
9.9%
10.9%
Contributions are subject to tax relief and reduced National
Insurance contributions. NHS Tayside also makes a substantial
contribution towards scheme benefits – currently around 14% of
basic pay.
On appointment = 27 days (pro rata for part-time Staff) or 5.4
weeks per year.
After 5 years aggregated service = 29 days (pro rata for part-time
staff) or 5.8 weeks per year
After 10 years aggregated service = 33 days (pro rata for parttime staff) or 6.6 weeks per year
General Conditions 05.08
References
Occupational Health
Clearance
Rehabilitation of
Offenders Act 1974
(Exclusions and
Exceptions) (Scotland)
Order 2003
Disclosure Scotland
Immigration, Asylum and
Nationality Act 2006
Public Holidays = 8 days (pro rata for part-time staff) or 1.6
weeks per year
All offers of appointment are subject to receipt of two satisfactory
references
All offers of appointment to new entrants to the National Health
Service are subject to a medical examination.
Medical
examinations are arranged and undertaken by the Occupational
Health and Safety Advisory Service (OHSAS).
All current or spent criminal convictions, cautions, warnings or
any case pending must be disclosed prior to commencing in
employment as detailed on the application form.
Please note that having a conviction will not automatically debar
you from obtaining employment with NHS Tayside. Careful
consideration will be given to the relevance of the offence to the
particular post in question. However, if you are appointed, and it
is found that you did not reveal a previous conviction your
employment may be terminated.
Not required
It is a criminal offence for an employer to employ anyone who
does not have permission to live or work in the UK.
Shortlisted applicants will be asked to produce specific original
documentation at interview e.g. Passport, or full birth certificate
together with an official document giving the applicants
permanent National Insurance Number and name issued by a
Government Agency or a previous employer, as well as
photocopies of these documents.
Professional Registration/ New entrants to NHS Tayside will be required to achieve the
Induction Standards & Codemandatory Induction Standards for Healthcare Support Workers
of Conduct
(HCSWs) in Scotland and comply with the Code of Conduct for
HCSWs throughout your employment.
Internal candidates will be required to comply with the Code of
Conduct for HCSWs
Smoking Policy
Smoking is prohibited within NHS premises and grounds.
Applications
Completed forms should be returned to:
recruitment.tayside@nhs.net quoting the job reference in the
subject line
or Human Resources, Level 9, Ninewells Hospital, Dundee DD1
9SY
By closing date of Thursday 4 April 2013
General Conditions 05.08