THE ROWANS HOSPICE



ROWANS HOSPICEJOB DESCRIPTIONJob Title:ICT Technician Department:ITAccountable to:Director of QualityReporting to:IT ManagerJob ContextJob Purpose:To provide support to the IT Manager in the administration, maintenance and development of the Hospice’s and subsidiary company’s IT systems, hardware and software.Contact with othersInternal: Patients, carers and relatives. All Hospice staff and volunteers Trading company, staff and volunteers Care Agency, staffExternal: IT Suppliers, NHS IT departmentsScope & Accountability:The IT Technician is responsible for the technical development and support of IT solutions throughout Rowans Hospice. Where appropriate, liaison with relevant 3rd parties (NHS team, suppliers) is required.Main areas of responsibility Key Accountabilities &% ImportanceTasksGeneral ICTITTelephone/LandlinesMobile Phones and TrackaphoneFranking MachineTrading CompanyRowans Care AgencyProvide IT Security advice and guidance to all staff and volunteers where requiredRespond to ICT enquiries and queries from staff and volunteers and to provide assistance and advice as required. This will include computer hardware and software, photocopiers, telephone systems and issues related to Trading Company and other subsidiariesEnsure data held within Rowans Information Systems remains secure and is handled in accordance with Policies and ProceduresSupport data analytical work, and as appropriate create and write reports e.g. using spreadsheets to summarise and to interpret data.As directed by the IT Manager adapt existing information systems for the Hospice to meet the requirements of the serviceWork as directed and overseen by IT manager on discrete projects which involve developments and design of IT Solutions across the work of Rowans Group in clinical and non-clinical settings.Provide training to staff and volunteers; one to one and in groups on ITC related matters including internet use, e-mail (Outlook) and network security log in procedures.As directed develop and maintain Rowans Group shared information systemsEnsure any information held on Rowans computer systems and any practices relating to the data held are compatible with the Data Protection Act. Ensure that all work reflects Health and Safety Regulations and guidelinesand that Health and Safety issues are incorporated into user support andtraining. Contribute to the development of user support manuals and guidance notes.Set up and dismantling IT hardware maintaining safe use of equipment with all staff and volunteers.Create user accounts as requestedSupport desktops, laptops and other mobile devicesCreate/manage Email accounts as requestedProcure hardware and software equipment in agreement with the IT ManagerManage/Support/Test and install all local applications and printersAssist with all office moves, and support changes to IT provisions as appropriate.Develop/support/maintain the IT Network including support the building’s Wi-Fi.PAT electrical equipment in the absence of the caretakerOversee server room and secondary cabinet as directed by IT ManagerProvide support in the upkeep of all telephone equipment including the procurement of new hardware as directed by IT MangerRe-locate telephone equipment where CAT5e is in place or arrange visit of support engineer for complex situations.Maintain software and update when requiredMaintain telephone directories and update when requiredProduce user manual/instructions and provide local operating trainingSupport staff in the setup and usage of mobile phonesSetup and maintain Trackaphone system for lone workersCopiersProvide support, guidance and training for all photocopiersFault find and repair or where necessary arrange visit of engineer.Provide software administration and supportFault find and resolve malfunctionsProvide software administrations and support including updates when required.Perform installation of shop EPoS system (hardware and software) and provide support where and when necessaryProcure equipment, consumables and services from various suppliers as appropriate. To include: Tills, General hardware items, Software, Telephone equipment and connection, Broadband access, Cables and interconnectsPrepare IT systems for all new shops and offices prior to opening and deploy equipment where necessary to include: Tills, General hardware items, Software, Telephone equipment and connection, cabling.Train staff and volunteers in the use of IT systems equipment where appropriate.Rectify faults as required in Trading Co premises. This will involve some out of hours support working.As required, provide IT support and education to Care Agency staff either remotely or onsite at their officePrepare and install new hardware or software as municationTo demonstrate a consistent level of courtesy and consideration to patients, their relatives and visitors.Maintain good relations with staff, volunteers, patients and visitors, including the Trading CompanyMaintain confidentiality, particularly of Patient Information, at all times.Health & SafetyBe aware of regulations applicable to the work, in particular DSE, Electricity at Work, and Health & Safety. To report to the IT Manager any matters affecting the smooth running of the Hospice.To ensure that any observed actual or potential Health and Safety hazards are immediately reported to the IT Manager.EducationPhysical EffortMental Effort/EmotionalParticipate in training, as required.To undertake personal training and development as required for the Hospice as identified through the annual appraisal process.To attend meetings and adhere to aspects related to the Health and Safety at Work Act, i.e. Fire Lectures, participation in fire drillsVDU use, light physical effort and requirement to carry, move equipment, fixing printers and computersConcentration required when checking information and when answering queries from staff.Requirement to concentrate for moderate periods when working on software systems and sorting out difficulties.Occasional indirect exposure to distressing situations.Freedom to ActFreedom to make decisions within the boundaries of their job description. Responsible for knowing own limitations and when to seek advice/helpWorking under the direction of the IT ManagerQualifications, skills and knowledge requiredQualifications and/or ExperienceGood ICT knowledge, including networking issues acquired through qualifications to degree or equivalent level or relevant experience.Understanding of confidentiality and data protection legislation and regulations and how these might apply in patient database management income generation database management.SkillsAbility to plan and manage a varied set of support activities and to achieve deadlinesAnalytical thinking skills, in particular in order to identify problems and create effective solutions.Ability to take on understanding and knowledge of the workings of a number of diverse software packages. (E.g. Crosscare. Kudos. Donorflex)Good formal communication skills, including basic report writing and ability to translate technical matters into any understood language.Team working attitude, including collaborate working with colleagues and commitment to provide support to others.Ability to judge accurately what issues and problems can be solved personally and which require discussion with and referral on to the IT Manager and/or external service providers direct.Understanding of and commitment to confidentiality; the nature of this role means that the post holder will have access to confidential patient mitment to the ethos and values of Rowans Hospice.KnowledgeIn depth experience of the full range of Microsoft Office products (including Office 365) as both a user and technician.In depth experience of the Microsoft Desktop Operating Systems (Windows 7 and 10).Experience of Microsoft Server Operating Systems (Server 2012), in particular Active Directory and Group Policy management and administration.A basic understanding of Network technologies.Experience of communicating new information to groups and individuals at all levels.Experience of providing support and guidance to others in relation to use of computer software.Freedom of Information ActOTHER DUTIESTo undertake any other duty within your ability and within reason, as may be required from time to time, at the direction of your line manager.When required, cover roles and responsibilities of other team members during absence periods.ASSISTANCEThe Hospice has the advantage of being supported by a number of volunteers. If a volunteer is assigned to assist you at any time, you will still retain responsibility for the requirements of this job in terms of accuracy, efficiency and standards of completion. You will also ensure good communication and be mindful of your responsibility towards that volunteer in terms of Health and Safety.CONFIDENTIALITYYou should be aware of the confidential nature of the Hospice environment and/or your role. Any matters of a confidential nature, relating to patients, carers, relatives, staff or volunteers must not be divulged to any unauthorised person.SAFEGUARDING CHILDREN AND VULNERABLE ADULTSPost holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. All staff and volunteers have a responsibility to report any circumstances where they feel vulnerable adults or children are being subjected to abuse to a senior clinician or the ‘Safeguarding Lead’.DATA PROTECTIONYou should make yourself aware of the requirements of the Data Protection Act and follow local codes of practice to ensure appropriate action is taken to safeguard confidential information.HEALTH AND SAFETYYou are required to take reasonable care for your own health and safety and that of others who may be affected by your acts or omissions and you should ensure that statutory regulations, policies, codes of practice and safety and good house-keeping rules are adhered to, attending safety and fire lectures as required.JOB DESCRIPTIONThis Job Description is not intended to be restrictive and should be taken as the current representation of the nature of the duties involved in your job and needs to be flexible to cope with the changing needs of the job and the Hospice. AGREEMENT Manager’s name Signature Job Holder’s name Signature DATE AGREED ................
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