Operations Support Band 5

Closing: 25 th September

Operations Support Band 5

Gransha Park House, Clooney Road, Derry/Londonderry

Temporary (Until March 2027)

£15.88 per hour

37.5 Standard office hours (9-5), Monday to Friday

Main Purpose

The Business Services Organisation (BSO) provides a broad range of ICT services to HSC Organisations. The ICT services are required to provide the on-going delivery of business and clinical functions across the HSC and to deliver and support a range of projects aimed at improving the efficiency and effectiveness of services to patients and clients. BSO Information Technology Services (ITS) currently has approximately 300 ICT staff.

General Medical Services (GMS) ICT Operations Support officers will work across a range of ICT including: systems/application maintenance and troubleshooting, asset management, systems specification, systems integration, system implementation and procurement of equipment and services, providing ICT related investigation, advice and guidance to customers. GMS ICT Operations Support officers may also be part of short or long term project teams, either directly delivering services or working with commercial providers to implement projects.

Main Roles and Responsibilities

1. To provide technical support for computer hardware, software and peripherals.

2. To provide technical support for communication networks.

3. To provide technical support for specific complex service development projects.

4. To assess user requirements and to recommend solutions.

5. To carry out analysis, diagnosis and resolution of incidents.

6. To provide technical advice and guidance to a range of customers.

7. To build a close working relationship and develop an understanding of the needs of a subset of GP Practices to which they will be assigned.

8. To develop an understanding of and provide technical advice to practices in relation to the operation of their specific ICT systems.

9. To undertake site visits across Northern Ireland to carry out installs, replacements, repairs and collections of ICT and other practice equipment.

10. To follow the BSO ITS change, release and configuration management processes.

11. To manage incidents and service requests ensuring prompt and appropriate escalation of incidents, service requests and the identification of problems.

12. To ensure the operational documentation for the ICT Services for which they are responsible is kept up to date.

13. To assist in ICT audits (security, asset, quality, licencing etc ) and investigation of non-compliances.

14. To monitor and maintain the performance of ICT services ensuring adequate capacity and availability of services taking both proactive and reactive action when required.

15. To use and comply with all IT service management processes as defined by ITS.

16. To work within BSO ITS projects. This may include establishing requirements, selecting, procuring and implementing solutions.

17. To represent BSO in local or regional forums and other collaborative projects and structures.

18. To assist the ICT Operations Manager in the formulation of policy, procedures, standards and guidance for both ITS staff and users of the ICT Solutions.

19. To researching and monitor ongoing ICT Developments and where appropriate make recommendations for the introduction of new technologies or systems to support and enhance service delivery.

20. To ensure that an expert level of knowledge of ICT technologies and methodologies is maintained by engaging in personal and professional development appropriate to the needs of the service business area.

21. To maximise the use of ICT Services ensuring best value for money and most efficient use of resources.

22. To liaise and meet with suppliers as required, ensuring good relationships are maintained at all times.

Essential Criteria:

(Please note that Platinum Recruitment NI Ltd require original certificates as proof of all qualifications listed on CV)

1 (a) A university degree in a computer science related discipline or equivalent recognised ICT professional qualification or be due to complete this year PLUS 1 years recent relevant experience or have successfully completed at least 48 weeks student placement

OR

1 (b) An HND in a computer science related discipline AND 2 years relevant experience

OR

1 (c) 4 years relevant experience

Relevant experience is defined as providing or supporting information and communications technology systems in a business environment. "Business environment" in this context includes ICT areas such as desktop support, system/application support & maintenance, network & communications, systems integration and data warehousing and IT security.

2. Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by the Organisation which will permit them to carry out the duties of the post.

• Ability to work well independently and as part of a team.
• Have excellent communication, interpersonal and ICT technical skills to meet the needs of the post in full.
• Ability to investigate, collate and analyse information from a variety of sources to support decision making to resolve technical ICT incidents.
• Excellent knowledge of, and ability to use Microsoft Office and other business process applications, while demonstrating best practice in IT Service Management.
• Strong organisational skills with the ability to plan and manage activities effectively to deliver against service delivery plans.

Platinum Recruitment NI Ltd is an equal opportunities employer and a Corporate Member of the Recruitment and Employment Confederation (REC). Platinum Recruitment NI Ltd adheres to all current employment legislation.

We reserve the right to close vacancies earlier than the specified date, should we receive sufficient applications. If interested, please send your CV as early as possible.

Please note only those candidates shortlisted may be contacted.

Applicants must be authorised to work in the UK and Ireland. We are unable to sponsor or take over the sponsorship of an employment visa at this time.

Successful candidates may need to apply for an Access NI Certificate with Platinum Recruitment NI Ltd regardless if you already have a valid certificate. It will be a cost of between £16 - £32 depending on clearance level.