Job summary
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.
Main duties of the job
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. In this role, you will also be responsible for informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user technology services.
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
At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary including High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
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
Problem management
- Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
- Contribute to the implementation of remedies and preventative measures
Service focus
- Take inputs and establish coherent frameworks that work
Service reporting
- Ensure the service management platform is up-to-date at all times with Customer Service activities
- Collate data from repositories and provide basic reporting
Technical specialism
- Assist in technical support activities and carry out agreed or routine maintenance and administration tasks
Technical understanding
- Show an awareness of the relevant subject matter and a high-level understanding of what it involves, in the following domains:
o End User Computing
o Print
o Mobile
o Collaboration Services
Testing
- Correctly execute test scripts under supervision
- Understand the role of testing and how it works
User focus
- Identify and engage with users or stakeholders to collate user needs evidence
- Understand and define research that fits user needs
- Use quantitative and qualitative data about users to turn user focus into outcomes
Other Duties:
- Participate in the on-call service
- Occasional work may be required outside of core business hours to support major projects / programme.
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
Problem management
- Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
- Contribute to the implementation of remedies and preventative measures
Service focus
- Take inputs and establish coherent frameworks that work
Service reporting
- Ensure the service management platform is up-to-date at all times with Customer Service activities
- Collate data from repositories and provide basic reporting
Technical specialism
- Assist in technical support activities and carry out agreed or routine maintenance and administration tasks
Technical understanding
- Show an awareness of the relevant subject matter and a high-level understanding of what it involves, in the following domains:
o End User Computing
o Print
o Mobile
o Collaboration Services
Testing
- Correctly execute test scripts under supervision
- Understand the role of testing and how it works
User focus
- Identify and engage with users or stakeholders to collate user needs evidence
- Understand and define research that fits user needs
- Use quantitative and qualitative data about users to turn user focus into outcomes
Other Duties:
- Participate in the on-call service
- Occasional work may be required outside of core business hours to support major projects / programme.
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent level of experience
- Relevant technical qualification or equivalent experience
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Relevant management / leadership qualification or equivalent experience
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- 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)
Desirable
- 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 and knowledge
Essential
- 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
- Able to prioritise work
- Meet set targets or metrics
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, able to communicate complex technical information in a simple way to stakeholders
- Good technical knowledge
- Use Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent level of experience
- Relevant technical qualification or equivalent experience
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Relevant management / leadership qualification or equivalent experience
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- 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)
Desirable
- 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 and knowledge
Essential
- 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
- Able to prioritise work
- Meet set targets or metrics
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, able to communicate complex technical information in a simple way to stakeholders
- Good technical knowledge
- Use Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
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.
