Job summary
1x Permanent & 1x 24 Month FTC available
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 Moorfields, 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
A senior end user technology engineer is responsible for solving complex technical problems. At this role level, you will:
- manage, co-ordinate and prioritise tasks to resolve complex technical incidents as quickly as possible
- work closely with IT service teams to fix technical problems and identify and escalate repeat issues to the lead end user computing engineer, the incident or problem manager
- day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision
Skills needed for this role
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
- Analyse and assess impact, and develop and document change requests
- Implement complex changes based on requests for change, and apply change control procedures
Continual service improvement
- Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
- Support specific activities to improve processes
- Spot or identify deficiencies
Financial management
- Safe and efficient use of expensive equipment by users, including the install, running and maintenance of equipment and software
Incident management
- Diagnose and prioritise incidents, investigate their causes and find resolutions
Ownership and initiative
- Own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management
- Initiate and monitor actions to investigate patterns and trends to resolve problems
- Effectively consult specialists where required
- Determine the appropriate remedy and assist with its implementation
- Determine 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
- Produce relevant reports in a standard format and agreed timeframe
- Work with important stakeholders to discuss any changes in the reporting processes
- Add a commentary that provides an interpretation of the data set
Technical specialism
- Use management system software and tools
- Use logical schemata to investigate problems, collect performance statistics and create reports
- Carry out the routine configuration, installation and reconfiguration of database and related products
- Optimise performance and forecast resource needs
Technical understanding
- Understand the core technical concepts related to the role, and apply them with guidance
- Demonstrate experience and knowledge in one or more of the domains:
- End User Computing
- Print
- Mobile
- Collaboration Services
Testing
- Review business requirements and specifications, and define test conditions
- Identify issues and risks associated with work
- Analyse and report test activities and results
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
- Deputise for the Lead Engineer
- Occasional work may be required outside of core business hours to support major projects / programmes
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.
Job description
Job responsibilities
A senior end user technology engineer is responsible for solving complex technical problems. At this role level, you will:
- manage, co-ordinate and prioritise tasks to resolve complex technical incidents as quickly as possible
- work closely with IT service teams to fix technical problems and identify and escalate repeat issues to the lead end user computing engineer, the incident or problem manager
- day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision
Skills needed for this role
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
- Analyse and assess impact, and develop and document change requests
- Implement complex changes based on requests for change, and apply change control procedures
Continual service improvement
- Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
- Support specific activities to improve processes
- Spot or identify deficiencies
Financial management
- Safe and efficient use of expensive equipment by users, including the install, running and maintenance of equipment and software
Incident management
- Diagnose and prioritise incidents, investigate their causes and find resolutions
Ownership and initiative
- Own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management
- Initiate and monitor actions to investigate patterns and trends to resolve problems
- Effectively consult specialists where required
- Determine the appropriate remedy and assist with its implementation
- Determine 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
- Produce relevant reports in a standard format and agreed timeframe
- Work with important stakeholders to discuss any changes in the reporting processes
- Add a commentary that provides an interpretation of the data set
Technical specialism
- Use management system software and tools
- Use logical schemata to investigate problems, collect performance statistics and create reports
- Carry out the routine configuration, installation and reconfiguration of database and related products
- Optimise performance and forecast resource needs
Technical understanding
- Understand the core technical concepts related to the role, and apply them with guidance
- Demonstrate experience and knowledge in one or more of the domains:
- End User Computing
- Print
- Mobile
- Collaboration Services
Testing
- Review business requirements and specifications, and define test conditions
- Identify issues and risks associated with work
- Analyse and report test activities and results
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
- Deputise for the Lead Engineer
- Occasional work may be required outside of core business hours to support major projects / programmes
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent level of experience
- Relevant specialist 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, requiring analysis, interpretation and a comparison of a range of options
- Experience of supporting the transition of products from Delivery into Live Service - including planning complex transition activities (upgrades, etc)
- Day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision
Desirable
- Understanding of the management of financial budgets for your team (pay, on-call, consumables)
- Experience of management products / services in healthcare (NHS)
Skills and knowledge
Essential
- Deal with more complex issues on the end-to-end service provision - covering Service Management practices (incident, problem, change, service request, etc)
- Contribute and support the delivery of service improvement and re-design initiatives
- Contribute to the training needs analysis and professional development of the team
- Able to prioritise work
- Meet set targets or metrics
- Autonomous working and can delegate appropriately
- Good communication skills - providing and receiving complex and sometimes sensitive information - 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
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent level of experience
- Relevant specialist 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, requiring analysis, interpretation and a comparison of a range of options
- Experience of supporting the transition of products from Delivery into Live Service - including planning complex transition activities (upgrades, etc)
- Day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision
Desirable
- Understanding of the management of financial budgets for your team (pay, on-call, consumables)
- Experience of management products / services in healthcare (NHS)
Skills and knowledge
Essential
- Deal with more complex issues on the end-to-end service provision - covering Service Management practices (incident, problem, change, service request, etc)
- Contribute and support the delivery of service improvement and re-design initiatives
- Contribute to the training needs analysis and professional development of the team
- Able to prioritise work
- Meet set targets or metrics
- Autonomous working and can delegate appropriately
- Good communication skills - providing and receiving complex and sometimes sensitive information - 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
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.
