Job summary

Are you looking for your next challenge in digital?

We are pleased to be able to offer an exciting opportunity to join the Electronic Patient Record (EPR) Programme Team at Northampton General Hospital. In partnership with our chosen supplier, we have embarked on our digital excellence journey to implement a nationally-leading EPR system that will transform the quality of care for our patients and staff by having instantly accessible information using the latest mobile technology, reducing paper usage and utilising clinical decision support tools.

As a Technician, you will be responsible being part of the 2nd Line team that will be responsible for providing 2nd line digital support for the Group. The 2nd Line team will provide a customer sensitive and responsive support, fault resolution, advice and technical support services, which ensures the maximum availability, performance and utilisation of digital systems for the Group.

Main duties of the job

You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in digital Service Delivery, in particular the areas of incident, request, and problem management.

You should have excellent interpersonal skills and be comfortable building relationships with customers at all levels.

You must have analytical and problem-solving skills and be able to make recommendations based on analysis of data.

You must be able to work under demanding timescales and remain calm under pressure particularly during major service disruptions.

Travel to the hospital site will be required.

There will be a requirement to be part of an on-call 24*7 rota

About us

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

  • Compassion
  • Accountability
  • Respect
  • Integrity
  • Courage
  • We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

    We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.

    The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

    We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

    We have active Networks that promote and support colleagues from all ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

    Job description

    Job responsibilities

    Main Duties

  • Provides 2nd line technical support to end-users; acts as a liaison between 1st and 2nd line support, responds to Service Desk calls that cannot be resolved by the 1st Line team.
  • Responsible for expensive digital equipment and configuration, testing and installation software, repair and maintenance of digital equipment. Asset tagging and recording as required. Check user requirements which may require configuration/customising the hardware/software to individual user requirements incl. transfer of users data.
  • Responsible for instructing digital users in the proper and safe use of digital equipment.
  • Solutions driven, confident and friendly approach when dealing with end users.
  • Responsible for scheduling your workload in conjunction with the Lead Technician.
  • Participate in a rota for your team to ensure that the Service Desk has the 2nd line team available during the agreed hours, and that there is a 2nd line on-call service available to the Group.
  • Contributing to the Service Desk knowledge base.
  • Contributing to the Groups Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts.
  • Contributing to the Groups asset management database in conjunction with the Hardware and Software Asset Analyst.
  • Provide second line technical and operational support services for the Groups satellites sites as and when required.
  • Liaise with 3rd parties, such as the Service Desk.
  • Ensuring that you provide feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
  • Manage the installation, configuration, and maintenance of the Groups Multi-functional device (MFD) estate in conjunction with the Groups MFD supplier.
  • Ensure collaboration between 1st and 2nd line teams.
  • Work with the Lead Technician to identify process improvements and initiate change. Ensuring the service offered is to the highest standard and gives great customer service.
  • Provide technical advice and information for your area.
  • Responsible for contribute to producing and maintaining operational procedures.
  • Ensure you lead by example, show empathy and understanding when dealing with digital shy users whilst providing guidance in line with user’s abilities.
  • Contribute to ensuring that your team deliver to agreed SLAs.
  • Participation in the Out of Hours digital support staff On-Call Rota as required and with prior agreement.
  • Contribute to the creation of technical documentation for new or updated systems and service to assist your team in giving better support and customer service.
  • To provide 1st Line cross cover for the Service Desk Team (inc. phone calls, voicemail and e-mails to the Service Desk).
  • Management and Leadership

  • Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
  • Have high-level awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements.
  • Deputise for the Lead Technician as necessary and where appropriate.
  • Technical Service Delivery

  • To participate in digital project meetings.
  • Responsible for keeping the Groups base Desktop and Laptop image up-to-date and ensure appropriate driver packs are available as part of the image installation.
  • Responsible for the management of redundant hardware recycling including the secure disposal of storage devices.
  • To work with the Cyber Security team to resolve identified issues or high severity CareCert notifications.
  • Provide installation service of PCs, Laptops, peripherals, software and any other digital equipment across the Group and satellite sites.
  • Configure LAN switch ports to allow the operation of devices on the Groups LAN. All changes should be documented as defined by the Infrastructure Specialists.
  • Make contributions to the delivery of progressive solutions, which consider models of best practice, are incorporated into service plans.
  • Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
  • Performance

  • Contribute to the delivery of performance standards for the Service Management function, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
  • Ensure systems are in place to routinely analyse and manage digital resource utilisation in the 2nd Line team in order to provide efficient and optimised digital services.
  • Advice, guidance, and partnerships

  • Provide technical and professional assistance regarding the Service Delivery function.
  • Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group.
  • Build good relationships and ensure effective digital partnerships with other organisations across the ICS, locally, regionally, and nationally.
  • Forming constructive relationships with suppliers to optimise the delivery of solutions.
  • Policies and procedures

  • Contribute to ensure that the Service Management function has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all digital services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.
  • Contribute to ensuring that a full and current inventory of all digital assets is maintained.
  • Professional and Personal Development

  • The post holder will need to develop and maintain an awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards.
  • The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Lead Technician.
  • Please see job description and person specification for further details

    Person Specification

    Educations, Training and Qualifications


  • Educated to Degree education or equivalent level or equivalent experience delivering Digital services
  • Desirable

  • ITIL or later foundation certificateor equivalent experience
  • Knowledge of the provision of health services
  • Knowledge and Experience


  • Evidence of continuing professional development
  • Knowledge of ITIL service principles and processes and experience in digital Service Delivery, in particular the areas of incident, problem, and request management
  • Experience of working with expensive digital equipment and knowledge of configuration, testing and installation software, repair and maintenance of digital equipment
  • Experience of delivering an digital Service Delivery function, preferably in the public sector
  • Knowledge of imaging solutions and experience of base image maintenance and development
  • Knowledge of MFD’s and experience of installing, configuring and maintaining
  • Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos
  • Experience in contributing to service delivery functions (preferably in an NHS environment)
  • Experience in contributing to the success of a multi-disciplinary team as effective team member
  • Sufficient knowledge of NHS/Government policies, strategies, and organisational relationships in relation to a Service Management function and be able to be able to advise stakeholders and develop proposals for the 2nd line team
  • Experience of contributing to the development of policies and procedures
  • Experience of working within multi-disciplinary teams
  • Experience of contributing to the implementation of change management.
  • Desirable

  • Experience of networking and knowledge related to configuring LAN switch ports to allow the operation of devices on the Group’s LAN
  • Experience of contributing to the creation of technical (sometime complex) documentation for new or updated systems and services
  • Experience of training others ontechnical (sometimes complex) subjects
  • Knowledge of digital applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
  • Experience of working within the agile methodology
  • Skills


  • Good verbal and written communication and presentation skills suitable for a range of audiences
  • Able to clearly manage priorities for self, staff and teams in order to meet targets
  • Advanced and accurate keyboard skills
  • Key Competencies/Personal Qualities and Attributes


  • Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
  • Aligned to the Group’s values of Compassion, Accountability, Respect, Integrity and Courage
  • Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
  • Able to establish credibility
  • Able to perform confidently in stressful situations
  • Honesty and professional integrity
  • Commitment to personal development and development of staff
  • Can constructively challenge and effectively manage conflict to reach a positive conclusion
  • Passionate commitment to embedding diversity and equality internally and externally
  • Ability to participate in an On-Call rota
  • Ability to travel to the Northampton Hospital site and to other sites across the Group