EUC Team Leader

Job description

Job responsibilities

To work closely with users, colleagues and third-party suppliers in identifying, investigating and resolving complex problems with both existing and potential systems.

To ensure the escalation of problems to the other technical teams are regularly reported on and progressed to a satisfactory solution.

To take a leading role in the maintenance of quality standards (ISO) and best practice (ITIL) for the EUC team.

To be aware of technical developments in the IT community relating to their specific work areas including desktop hardware, software and system management tools and keep abreast of NHS IT guidelines, following those policies including IT security and data protection.

Contribute to the business continuity and disaster recovery plan for the Technical Operations team.

Ensure business as usual services are maintained 24/7 protecting the live environment.

To ensure adequate peripheral/network spares are available and stock replenished as required. Undertake regular stocktakes and advise of any identified stock control issues.

To work alongside remote Technical Operations teams, bringing together standards and ideas.

To assist the EUC Manager with planning and implementation of new desktop solutions, working closely with all relevant parties.

To work to policies and procedures of the Directorate, assisting with amending those relevant to EUC as required.

To provide fault diagnosis, resolving or escalating issues to external teams where necessary.

To continually look at ways of improving the service to our customers, internal and external, ensuring we meet their needs, and feeding information back to senior management.

To be part of the EUC Escalations On-Call rota, providing support to the first line EUC On-Call team and covering first line On-call when needed.

To deputise for EUC Manager as required.

To undertake any other duties which may reasonably be required from time to time.

To work onsite alongside the team, or remotely if required.

Person Specification

Experience

Essential

• Excellent specialist knowledge in the field of PC's, mobile working and peripheral devices.
• Demonstrates sound working knowledge of server and network hardware/software.
• Proven experience in co-operating in the resolution major hardware/software outages, Multiple User Incidents and participation in Business Continuity Planning.
• Good knowledge of IT standards in Security and Service Management

Desirable

• Knowledge of Active Directory and its purpose.

Analytical and judgement skills

Essential

• Can demonstrate advanced analytical and problem-solving skills, specifically around client PC software and desktop hardware faults.
• Proven experience in dealing with escalation of complex issues from other members of a team. Firm understanding of escalation/de-escalation process.
• Able to demonstrate sound judgment in recommending cost effective solutions to ensure best value for the business.

Planning and organistion skills

Essential

• Able to manage several tasks at one time and demonstrates ability to cope with unpredictable behaviour.
• Proven ability to plan and organize large installations and project-based work to customers' satisfaction

Training and qualifications

Essential

• Holds at least 1 industry-standard Technical qualification or equivalent practical experience.
• Working knowledge of MS Windows and Apple iOS & Active Directory environments

Communication and relationship skills

Essential

• Able to clearly present complex technical and non-technical issues to both technical and non-technical audiences via various media (PowerPoint, Papers, Verbal).
• Demonstrates strong leadership skills and can provide guidance and support to other members of a team.

Other

Essential

• Must be able to participate in the on-call rota

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Nottingham University Hospitals NHS Trusts

Address

All NUH sites

Nottingham

NG7 2UH

Employer's website

https://www.nuh.nhs.uk/ (Opens in a new tab)