System Administrator Technician

Job overview

The System Administration Technician is a key role within the application team. The role is responsible for assisting in the management and delivery of operational services to the Trust, ensuring the System Administration function is delivered in accordance with Service Level Agreements whilst maintaining high levels of system availability and customer satisfaction.

The role utilises technical expertise to provide first and second line application support, ensuring that requests from users for assistance are handled promptly and effectively. Duties include:-

• Regularly monitor incidents, status and speed of resolution of enquiries and problems
• Application deployment, maintenance & development
• Escalate any recurring problems which users are experiencing, so that a more comprehensive and effective solution can be applied
• Security and monitoring of the Trusts Application suite and associated platforms
• Ensure that application associated documentation is maintained and updated
• Business Continuity & Disaster Recovery
• Offer proactive support and advise to staff, highlighting any modifications or improvements that would be of benefit
• Maintain the credibility of database and system profiles for applications supported by the department and those yet to be implemented

Main duties of the job

Key Tasks

• Provide support within the application team to deliver and improve services
• Contribute to and promote an environment of pro-active support and remote management, actively reducing Incidents and problems
• Propose Changes to processes in collaboration with other IT specialists to jointly support the business, delivery and development of services
• Manage a constant stream of conflicting priorities utilising exceptional organisation or communication skills, ensuring that complex technical information can be explained in non-technical / business terms.
• Take ownership of escalated incidents and problems, handling until an acceptable resolution is achieved and escalating when necessary
• Responsible for planning and organising straight forward tasks that may require some adjustment to support the management of continual service improvement
• Incidental contact with patients as required.

Service Delivery and Improvement

• Assist in the efficient organisation of the application team within department, making best use of capacity to deliver activity within the terms of the Service Level Agreements (SLAs) and with cost effective utilisation of resources
• Monitor outstanding incidents and service requests against Service Level Agreements (SLAs), prioritising workload effectively

Detailed job description and main responsibilities

• ACCOUNTABILITIES
• Ensure that service delivery standards are achieved
• Work collaboratively and assist the applications team, Operational leads, and other colleagues to ensure service delivery
• Act as an ambassador for the applications team, ensuring the positive development of the service brand, championing the Trust’s values
• Organise and co-ordinate small meetings, workshops and events.
• Responsible for assisting in technical projects and work programmes which impact across clinical and non-clinical areas
• Be able to manage information that is complex and sensitive and confidential when dealing with multi-stranded IM&T issues.
• Responsible for presenting complex IM&T issues to peer groups.
• Effort FACTORS:

Physical Effort:

• Frequent sitting or standing in a restriction position to carry out duties

Mental Effort:

• Concentration required when checking information and when answering queries from staff / Customers; there maybe interruptions to deal with ongoing requests and queries.

Emotional Effort:

• Little Exposure

Working Conditions:

• Occasional unpleasant conditions; Use VDU equipment continuously