NWIS Job Descriptions: Template

Health Informatics Career Framework - Job Description

Job Details

Job title Service Desk Manager Pay band / grade: Department: Reporting to: Responsible for: Location(s):

Job Overview

General statement The overall purpose of Informatics has been defined as to:

Enable promote and support the effective use of data, information, knowledge and technology to support and improve health and health care delivery1

Therefore, the role of Informatics is to ensure an organisation has the required cost effective systems, information and technology services needed to provide excellent clinical care to its patients, in conjunction with its partners throughout the wider health community.

Job specifics The post holder will lead the service desk team, to provide support to the organisation’s computer systems and network infrastructure.

Duties and Responsibilities

1. To manage a team of helpdesk staff who install and support the organisation’s desktop and network computer systems.

2. To ensure the helpdesk team provide an efficient response to helpdesk calls, and resolve problems to agreed standards.

3. To provide technical advice on desktop hardware and software and consumables and take responsibility for the continued development and administration of the helpdesk system.

4. To provide analytical reports on helpdesk activity as required by the ICT Service Manager.

5. To ensure that the organisation is at all times fully compliant with legal requirements regarding the licensing and use of software by assisting in the maintenance of version control records.

6. To maintain audit records of ICT hardware in use across the organisation.

1 Taken from the Functional Map for Health Informatics (Skills for Health 2004).

Date last updated: [25/03/2011] Page 1 of 4 7. To perform service helpdesk duties to ensure levels of service to ICT customers are maintained.

8. To take responsibility for the day to day leadership and management of the service desk team.

9. To undertake any additional duties that may be defined by the ICT Service Manager.

General

Performance Reviews/Performance Obligation

The post holder will be expected to participate in the organisation’s Individual Performance Review process to ensure continued professional development.

Job Limitations

At no time should the post holder work outside their defined level of competence. If the post holder has concerns regarding this, they should immediately discuss them with their manager/supervisor/consultant. All staff have a responsibility to inform those supervising their duties if they are not competent to perform a duty.

Confidentiality

In line with the Data Protection Act 1998, the post holder will be expected to maintain confidentiality in relation to personal and patient information, as outlined in the contract of employment. The post holder may access information only on a need to know basis in the direct discharge of duties and divulge information only in the proper course of duties.

Risk Management

The organisation is committed to protecting its staff, patients, assets and reputation through an effective risk management process. The post holder will be required to comply with the organisation’s Risk Management Policy, Health and Safety Policy and other associated policies and to actively participate in this process, having responsibility for managing risks and reporting exceptions.

Records Management

The post holder has a legal responsibility to treat all records created, maintained, used or handled as part of their work within the organisation in confidence (even after an employee has left the organisation). They also have a duty to manage records in line with the organisation’s records management policy. Included in these are records relating to patient health, finance, personnel and administrative functions, whether paper based or electronic. All staff have a responsibility to consult their manager if they have any doubts about the correct management of the records with which they work.

Equal Opportunities

The post holder will be expected to comply with and promote the organisation's Equal Opportunity Policy and avoid any behaviour which discriminates against colleagues, potential employees, patients/clients or their families on the grounds of sex, marital status, race, age, belief, colour, nationality, ethnic or national origins, religion, disability, sexual orientation or political opinion

Date last updated: [25/03/2011] Page 2 of 4 Health and Safety

The post holder is required to cooperate with the organisation to ensure health and safety duties and requirements are complied with. It is the post holder’s personal responsibility to conform to procedures, rules and codes of practice; and to use properly and conscientiously all safety equipment, devices, protective clothing and equipment which is fitted or made available, and to attend training courses as required. All staff have a responsibility to access Occupational Health and other support in times of need and advice.

Job Description

This job description is not inflexible but is an outline and account of the main duties. Any changes will be discussed fully with the post holder in advance. The job description will be reviewed periodically to take into account changes and developments in service requirements.

Date last updated: [25/03/2011] Page 3 of 4 Person Specification

Essential Desirable

Education/ Degree in a relevant subject (e.g. ICT) or ITIL Foundation Certificate in IT Qualifications equivalent (or equivalent experience) Service Management (ITIL v3) Vendor qualification (e.g. Microsoft Certified PRINCE2 Foundation Certificate (or Desktop Support Technician – MCDST, equivalent project management Microsoft Certified Systems Administrator – methodology) MCSA, Microsoft Certified Systems Engineer Qualification at QCF level 4 in – MCSE) management or equivalent (or equivalent experience)

Personal qualities High level of interpersonal skills Good communication skills, both verbal and written. Ability to discuss a wide range of highly complex technical issues with a broad spectrum of staff Ability to work well within a team, but able to work on own initiative and manage own time effectively

Experience Minimum 3 years’ experience of providing Some experience of supervising Helpdesk support to ICT users, in an junior staff or holding a senior environment of mixed Windows Operating position in a helpdesk environment. Systems ICT projects experience and Experience of trouble shooting PC hardware involvement faults and occasional replacement and reconfiguration of components. Minimum 3 years’ experience of trouble shooting PC software faults. Experience of technical auditing and updating of PC and user information Exposure to Remote Control Software for fault diagnosis and fixing Experience of Network Hub patching Exposure to large corporate computing environments, including networking

Skills and Competent ability with PC hardware and Knowledge of technologies such as knowledge software, Windows Operating Systems. PC peripherals, PDAs and laptops. Microsoft Office Suite Ability to lead and motivate a team of Ability to install new & existing PCs & provide junior staff limited training for software and hardware with all the organisation’s supported products Knowledge of TCPIP protocols, Network Configuration and adding PCs to the domain Ability to use a wide range of tools for providing solutions to application errors Knowledge of latest anti-virus products and their configuration Exposure to LAN networking protocols e.g. TCP/IP. Other

Date last updated: [25/03/2011] Page 4 of 4