Technical Support Analyst: Asset Management

East of England Ambulance Service

This job is now closed

Job summary

Based in Hellesdon (please note we moving to another part of Norwich soon) and covering the entirety of the Trust's 130 sites, the key duties and responsibilities are:

Setup and maintenance of Configuration Management Database (CMDB), detailing all hardware assets across the Trust.
Create and review Asset Management processes, proposing and implementing changes and efficiencies.
Work closely with the Commercial Services team to understand stock levels and deployment, aligning to a consistent, joined up approach to Asset Management across Digital services.
Work closely with the Technical Support Team to ensure assets are aligned to a consistent, joined up approach to asset management.
To review, arrange, book, and carry out technical repairs of Trust devices. This may include opening devices, diagnosing, and replacing parts using technical expertise.
Arrange and manage the disposals process. This may include collections from departments, recording devices that are being disposed, ensuring the devices are disposed with our disposal's solution.
Creating and managing the leaver's process with regards to hardware, in conjunction with the Second Line Team Manager.
Configuring smartphones and tablets via the relevant MDM (Mobile Device Management) tools.
Create and maintain end to end processes relating to the remote configuration of new and existing hardware and software.

Main duties of the job

Managing all inbound new and returned IT equipment. Operating a re-use first sustainability process. Managing and tracking the central stock of all IT equipment. Building end user devices. Distribution of IT equipment across the Trust. Maintaining the policy of zero IT equipment into landfill.

Ensuring we have appropriate levels of IT stock "just in time" to ensure we provision IT end user devices within defined SLAs and KPIs.

Reporting to the Second Line Team Manager, the post holder will provide second line technical support to end user devices, peripherals, and associated software packages to IT users located across all sites. These tasks will include, but are not limited to, installation, maintenance, upgrades, fault diagnosis and repair.

Specifically, the post holder will:

Ensure a range of digital information is processed in accordance with policies and procedures.
Investigate a range of digital issues.
Advise users on systems/policy.
Develop or adapt a range of software/web pages/information reports, or install/maintain a range of hardware and software, or analyse interpret a range of information/data, or deliver digital training.
Carry out asset management tasks across the life cycle of Trust digital hardware.

The post holder will be required to travel to the Trust's other sites for work purposes, so the ability to travel is essential.

About us

EEAST is in the process of executing a 5 year Digital Strategy to remediate technical debt and introduce modern, integrated digital systems to improve the care provided to patients.

Date posted

11 October 2023

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year per annum + 9.5% on-call allowance (1 week in 3)

Contract

Permanent

Working pattern

Full-time

Reference number

247-SS-DigAsMa-1023

Job locations

Norwich HQ

Norwich

NR6 5NA

Job description

Job responsibilities

1. Key Responsibilities of the Role

1.1. Responsibility for Patient/Client Care contact with patients is incidental.

1.2. Responsibility for Policy/Service Development makes proposals on IT systems, reports, and training policies, eg the use of different equipment/software/web technology, reporting methods, training practices, which have an impact on own and other areas.

1.3. Responsibility for Financial and Physical Resources responsible for the proper and safe use of IT equipment by users, responsible for expensive IT equipment and software/Installation, repair, and maintenance of IT equipment.

1.4. Responsibility for Human Resources allocates work to more junior staff in the section, provides training for staff from own or other disciplines on own subject area.

1.5. Responsibility for Information Resources interprets data, creates reports, designs, develops, or programs and maintains computer systems, maintains user IT accounts and system rights, maintains computer hardware, eg desktops, cabling, servers, printers, development of IT training package/modification or creation of aspects of information systems or hardware, eg changing modules within a reporting system, IT systems.

1.6. Responsibility for Research and Development.

1.7. Responsibility for asset management tasks across the life cycle of Trust IT hardware, including asset tagging and updating CMDB with new and decommissioned equipment.

Job description

Job responsibilities

1. Key Responsibilities of the Role

1.1. Responsibility for Patient/Client Care contact with patients is incidental.

1.4. Responsibility for Human Resources allocates work to more junior staff in the section, provides training for staff from own or other disciplines on own subject area.

1.6. Responsibility for Research and Development.

1.7. Responsibility for asset management tasks across the life cycle of Trust IT hardware, including asset tagging and updating CMDB with new and decommissioned equipment.

Person Specification

Qualifications

Essential

Diploma in IT or equivalent knowledge/experience.
ECDL or equivalent knowledge.

Desirable

ITIL Foundation Certification.
Microsoft Certification.

Knowledge and Experience

Essential

Minimum 2 years in IT support experience.

Desirable

Experience of network management systems and network monitoring.
Experience of computer aided dispatch systems and their associated interfaces.
Experience of radio systems, including analogue and digital services.
Experience of Telephony systems, including analogue and digital services.

Practical and Intellectual Skills

Essential

Intermediate working knowledge of MS Windows Operating Systems.
Intermediate working knowledge of Windows Server and Active Directory.
Intermediate knowledge of LAN, WAN, wireless networking, and structured cabling topologies.
Intermediate working knowledge of MS Office applications.
Intermediate working knowledge of PC architecture.
Intermediate Knowledge of backup software, and remote access software applications.

Desirable

Intermediate knowledge of TCP/IP networking.

Personal Qualities, Abilities and Attributes

Essential

Able to communicate technical information to non-technical staff in a way they can understand it.
Ability to concentrate and deal with unpredictable interruptions.
Able to communicate well with staff at all levels of the organisation and show tact and discretion.
Ability to travel between sites (full driving licence)
Ability to travel between sites (own car)

Person Specification

Qualifications

Essential

Diploma in IT or equivalent knowledge/experience.
ECDL or equivalent knowledge.

Desirable

ITIL Foundation Certification.
Microsoft Certification.

Knowledge and Experience

Essential

Minimum 2 years in IT support experience.

Desirable

Experience of network management systems and network monitoring.
Experience of computer aided dispatch systems and their associated interfaces.
Experience of radio systems, including analogue and digital services.
Experience of Telephony systems, including analogue and digital services.

Practical and Intellectual Skills

Essential

Intermediate working knowledge of MS Windows Operating Systems.
Intermediate working knowledge of Windows Server and Active Directory.
Intermediate knowledge of LAN, WAN, wireless networking, and structured cabling topologies.
Intermediate working knowledge of MS Office applications.
Intermediate working knowledge of PC architecture.
Intermediate Knowledge of backup software, and remote access software applications.

Desirable

Intermediate knowledge of TCP/IP networking.

Personal Qualities, Abilities and Attributes

Essential

Able to communicate technical information to non-technical staff in a way they can understand it.
Ability to concentrate and deal with unpredictable interruptions.
Able to communicate well with staff at all levels of the organisation and show tact and discretion.
Ability to travel between sites (full driving licence)
Ability to travel between sites (own car)

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.