Engineer – End User Technology
Job summary
Are you passionate about making a difference to people's lives? Do you have an eye for detail and natural aptitude for numbers?
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.
This role is part of the IT Operations, who are responsible for:
Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
As IT subject matter experts, contributing to the design and development of new products and services
Improving user experience in our systems and processes
Proactively maintaining our IT service portfolio and reducing technical debt
There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.
End user technology engineers are responsible for managing the product life cycle of all service-raised incidents (incident control) and all service requests (request control), requiring the use of knowledge management.
Main duties of the job
The end user technology service team is responsible for a variety of different services, covering:
Endpoints - desktops, laptops, thin clients
Mobile devices - mobiles, tablets, scanners
Print - multi-function devices, label printing
Collaboration services - audio visual equipment, messaging, content collaboration
You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.
About us
What's in it for You?
At Moorfields, we invest in you--your growth, your wellbeing, your future.You'll join a flexible, supportive organisation offering:
o Competitive salary (including high-cost area supplement)o Membership of the NHS Pension Schemeo 24/7 independent counselling supporto Career-long learning and development opportunitieso Excellent transport connectionso Access to NHS and Blue Light discount schemeso Free Pilates classeso Full support and training to develop your skills
And so much more! To see the full range of benefits we offer please view our Moorfields benefits leaflet.
Job description
Job responsibilities
An end user computing engineer maintaining hardware and fixing technical problems as quickly as possible.
At this role level, you will:
provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve
coach associates and share knowledge with team colleagues
Asset and configuration management
Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
Verify the location and state of assets, supporting the full IT Asset Management lifecycle (from request through to retirement)
Change management
Implement simple changes based on requests for change
Apply change control procedures.
Continual service improvement
Implement policies and proposes process optimisation, and contributes to the implementation of proposed solutions
Support specific activities to improve processes
Spot or identify obvious deficiencies
Financial management
Personal duty of care in relation to IT equipment, resources and authoriser for small payments
Incident management
Identify and register incidents, gathering the required information and allocating it to the appropriate channel
Ownership and initiative
Own an issue until a new owner has been found or the problem has been mitigated or resolved
Person Specification
Qualifications
- Degree, or equivalent level of experience
- Relevant technical qualification or equivalent experience
- Service management qualification or equivalent experience (example: ITIL)
- Relevant management / leadership qualification or equivalent experience
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
- Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of solving complex problems for users through the use of technology
- Experience of managing IT assets (hardware, software, etc)
- Experience of supporting the transition of products from Delivery into Live Service
- Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members
- Understanding of managing financial budgets for your team (pay, on-call, consumables
- Experience of management products / services in healthcare (NHS)
Skills & Abilities
- Deal with complex IT and customer service issues, and complaints
- Contribute and support the delivery of service improvement and re-design initiatives
- Contribute to the training needs analysis and professional development of the team
- Implement policies and propose changes to practices for your own area
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Moorfields Eye Hospital NHS Foundation Trust
Address
City Road
162 City Road, London EC1V 2PD
London
EC1V 2PD
United Kingdom
Employer's website
https://www.moorfields.nhs.uk/work-for-us