Job summary
The End User Technology Team provides services and support to all staff within the Trust. The customer base consists of both clinical and non-clinical departments and encompasses users with a wide range of IT skills, services and technology requirements.
EUT has two main functions; the Support functions that provide a second level support service resolving individual issues, and the Enterprise function that provides a more holistic third level service concentrating on issues and problems affecting the whole organisation. These functions exist as one team in order to provide the best level of continuity and service for the customer base.
The team is a cross-functional unit where all members of staff participate in all operational aspects of the team. The focus is on resolution of incidents and service requests in line with Service Level Agreements whilst providing an excellent standard of customer service at all times.
Support is currently provided between 8:00 and 18:00, Monday to Friday, on a shift basis, but there is a strong likelihood that the team will move toward providing a 24/7 service in the near future.
We are looking for a team leader for this newly established position. As such, we are looking for team leaders with previous management experience.
The role is to support the desktop team as we prepare to enable IT and upgrade Windows 10 and get ready for our new EHR.
Main duties of the job
In your application please state your relevant experience in IT support roles in large organisations, the size and number of staff managed and also supported.
Services provided by this team:
- Second level software support service for Windows Desktop Operating System and associated applications including: Internet Explorer, Microsoft Office, Outlook client, clinical and non-clinical Trust applications.
- Second level hardware support service for desktop and laptop hardware technologies including: HP.
- Second level mobile devices support service for iPad, iPhone and Samsung.
- Second level hardware and software support for standalone and networked printers and Multi-Functional Devices including: HP, Ricoh, Zebra.
- Second level hardware and software support for a variety of peripherals and medical devices.
- Second level user support including account administration, profile configuration and access management.
- Supporting the implementation of new End User Technology catalogue items and services and the integration of technologies and services provided by 3rdparties.
Please note this role would require someone to be office based at either St Thomas' or Guy's hospital sites.
Interviews will be scheduled for w/c 19/08
About us
Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK's busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
We have a long tradition of clinical and scientific achievement and - as part of King's Health Partners - we are one of England's eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research's biomedical research centres, established with King's College London in 2007, as well as dedicated clinical research facilities.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
Job description
Job responsibilities
The main duties are outlined within the Job Description, but the core aspects of the role are:
The End User Technology Team Leader is responsible for the day to day delivery of support of the Trusts End User Technology customer base. The position holder will manage and be the technical lead for a small team, interacting with customers remotely and on site and playing a large part in maintaining the professional image of the IT department.
The End User Technology Team Leader will be responsible for managing and ensuring that outcomes are delivered in line with the departments SLAs and all risks are managed effectively, ensuring priority issues and both technical and management escalations are effectively triaged and resolved.
This role will interact closely with the End User Technology Enterprise team to establish the root cause of incidents, communicate relevant information and disseminate appropriate technical updates to the End User Technology Support team.
The role is responsible for the efficient and effective delivery of the services provided by the EUT Team .
Job description
Job responsibilities
The main duties are outlined within the Job Description, but the core aspects of the role are:
The End User Technology Team Leader is responsible for the day to day delivery of support of the Trusts End User Technology customer base. The position holder will manage and be the technical lead for a small team, interacting with customers remotely and on site and playing a large part in maintaining the professional image of the IT department.
The End User Technology Team Leader will be responsible for managing and ensuring that outcomes are delivered in line with the departments SLAs and all risks are managed effectively, ensuring priority issues and both technical and management escalations are effectively triaged and resolved.
This role will interact closely with the End User Technology Enterprise team to establish the root cause of incidents, communicate relevant information and disseminate appropriate technical updates to the End User Technology Support team.
The role is responsible for the efficient and effective delivery of the services provided by the EUT Team .
Person Specification
Experience
Essential
- Significant experience as an End User Technology or Desktop Support team leader in a large organisation with proven experience of maintaining a broad product portfolio
- Microsoft Office including 365
- Full line and team management experience of a small team including leading, developing, motivating, coaching and application of formal staff management policies
- Relevant experience of working in a service management focused environment maintaining service in line with Service Level Agreements
Desirable
- In depth experience of providing IT operational services within the NHS or comparable 24hr/365 days service
- Experience in the use of Service Management systems (Incident, Change, etc)
Skills
Essential
- Highly customer focused
- Excellent written and verbal communication skills - can explain complex requirements in a clear and concise manner
Desirable
- In depth knowledge and demonstrable technical skills in wired and wireless network infrastructure
Knowledge/Qualifications
Essential
- Understanding of Service Management Systems (Incident, Change, etc)
- ITIL v3 Foundation Qualification
- Proven time management skills
Desirable
- Other recognised ICT qualification
- Other MCP qualifications
Person Specification
Experience
Essential
- Significant experience as an End User Technology or Desktop Support team leader in a large organisation with proven experience of maintaining a broad product portfolio
- Microsoft Office including 365
- Full line and team management experience of a small team including leading, developing, motivating, coaching and application of formal staff management policies
- Relevant experience of working in a service management focused environment maintaining service in line with Service Level Agreements
Desirable
- In depth experience of providing IT operational services within the NHS or comparable 24hr/365 days service
- Experience in the use of Service Management systems (Incident, Change, etc)
Skills
Essential
- Highly customer focused
- Excellent written and verbal communication skills - can explain complex requirements in a clear and concise manner
Desirable
- In depth knowledge and demonstrable technical skills in wired and wireless network infrastructure
Knowledge/Qualifications
Essential
- Understanding of Service Management Systems (Incident, Change, etc)
- ITIL v3 Foundation Qualification
- Proven time management skills
Desirable
- Other recognised ICT qualification
- Other MCP qualifications
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.
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).
Additional information
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.
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).
