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Digital User and Identity Technician

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Manchester University NHS Foundation Trust

10d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manchester

AI generated summary

  • You should have experience in customer-facing IT support, first- and second-line help for PC environments, Active Directory management, and be adept with service desk systems. Flexibility and pressure handling are key.
  • You will handle user access queries, manage Active Directory accounts, perform audits, de-provision inactive users, monitor service requests, and report trends for continuous improvement.

Requirements

  • You’ll bring experience of working in a customer-facing IT infrastructure support role.
  • This will have included providing first- and second- line support with the PC client environment.
  • You’ll also have experiences within Active Directory and managing internal systems.
  • You’ll be an experienced user of service desk systems and call distribution systems.
  • You’ll thrive under pressure and be ready to work flexibly, including some out-of-hours shifts.

Responsibilities

  • Be the first point of contact within Informatics for all queries, incidents, problems and requests relating to access and identity.
  • Be responsible for the operational management of Active Directory user accounts, provision of file shares, email access, clinical systems access, computer accounts, and associated infrastructure from a multi-site, multi-domain forest.
  • Support the role in identity management operations within the organisation where interfaces to other Identity systems, e.g. Electronic Staff Record.
  • Responsible for the creation of shared resources, file shares, shared email, calendar access etc. Ensuring that the correct levels of access is granted.
  • Responsible for carrying out regular audits on access and identity ensuing appropriate levels of access is maintained.
  • Responsible for proactively de-provisioning user accounts that are no longer in use.
  • Monitor open calls against agreed SLAs (Service Level Agreements)
  • Manage the user experience and their expectations by keeping them updated on the status of their service request or incident.
  • Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department’s culture of continuous improvement.
  • Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate.

FAQs

What is the primary focus of the Digital User and Identity Technician role?

The primary focus is the ongoing operation, maintenance, and review of user access privileges, ensuring effective IT support services within a clinical environment.

What types of systems should I be familiar with for this job?

You should have experience with Active Directory and managing internal systems, as well as familiarity with service desk and call distribution systems.

Will I have to work outside of regular hours?

Yes, the role requires flexibility, including some out-of-hours shifts.

What are my responsibilities regarding user account management?

You will manage Active Directory user accounts, provision file shares, email access, clinical systems access, and ensure proper access levels are granted.

Are there regular audits involved in this position?

Yes, you will be responsible for carrying out regular audits on access and identity to maintain appropriate levels of access.

How do I handle user queries and incidents?

You will be the first point of contact for users, managing their expectations and keeping them updated on their service requests or incidents.

What types of feedback will I need to obtain from users?

You will need to obtain feedback regarding service requests and incidents to support the department's culture of continuous improvement.

Is there a focus on trends and problem management in this job?

Yes, you are expected to identify trends in incidents and report them to your Supervisor for effective problem management and escalation.

What is the working environment like at Manchester University NHS Foundation Trust?

MFT prides itself on teamwork, respect, and inclusion, promoting a collaborative culture that empowers employees to deliver exceptional patient care.

What opportunities for development does MFT offer?

MFT provides clear pathways for development and supports the wellbeing, ambition, and success of its employees.

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Manchester University NHS Foundation Trust

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Manchester University NHS Foundation Trust (MFT) is one of the largest acute Trusts in the UK, employing over 20,000 staff. We are responsible for running a family of nine hospitals across six separate sites, providing a wide range of services from comprehensive local general hospital care through to highly specialised regional and national services. We are the main provider of hospital care to approximately 750,000 people in Manchester and Trafford and the single biggest provider of specialised services in the North West of England. We are also the lead provider for a significant number of specialised services including Breast Care, Vascular, Cardiac, Respiratory, Urology Cancer, Paediatrics, Women’s Services, Ophthalmology and Genomic Medicine.