Senior IT End User Support Engineer

Job summary

This is a 12 Month Fixed Term/Secondment Role

The End User Support Senior Engineer is an on site role and will assist the Team Leader with the development and support of the end user support team, providing desktop support across the trust, and all community sites in line with Service Level Agreements (SLAs) and in accordance with appropriate standards.

The post holder will be expected to deliver and maintain end user operational services through the timely resolution of incidents and requests and will act as a point of escalation for more complex end user support issues.

The Trust operates a 7-day per week operational service, and it is expected that the End user Support Team supports these hours. Hence, there is a requirement to work weekends and evenings with the existing IT Service Desk shift system.

The post holder will be expected to take part in an on-call scheme operated via a Rota system, be responsible for the installation and support of IT equipment and software in line with established procedures, to support standard operations and the rollout of new projects within the Trust.

Main duties of the job

The post holder will manage and participate in the support of IT systems and projects having a detailed knowledge of systems and infrastructure required to diagnose and resolve complex integrated technical issues. Provide and receive complex or sensitive information and escalations from junior colleagues as part of the role, using technical abilities to ensure calls are resolved quickly or escalated to the appropriate team or specialist. This applies to both technical issues, complaints and staff disputes. To continually make decisions about technical escalations, reacting to emerging technical situations and dealing with IT issues. Follow standard operating procedures for the progress and resolution of complex calls and provide feedback to customers and technical teams. Plan and organise day to day activities around managing work queues and priorities. There are likely to be times where planned work will need to be adjusted due to variable workload or higher priority calls coming in. Supervision of more junior staff to meet workload demands and appropriate skill mix . Provide training and guidance / shadowing for new starters within the department. To participate in testing of IM&T systems proposed for use within the team or wider organisation as required.

Closing date of applications: 13 November 2024

Interview date: 27 November 2024

About us

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:

• Development opportunities, both professional and leadership development
• On-going support from recruitment to when you join our team and beyond.
• Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:

• We see on average 4810 OP appointments a day.
• We are the 4th busiest Trauma & Orthopaedic outpatients department in England - an average of 2077 per week.
• An average of 1115 patients are seen in A&Es across our network every day - 3rd largest in the country.
• Our hospitals admit an average of 195 emergency patients daily.
• Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
• We are one of only 7 Trusts nationally with more than 50 operating theatres.
• We carry out more than 140 elective procedures each working day.
• UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.

Employer details

Employer name

University Hospitals of Derby and Burton NHS Foundation Trust

Address

Royal Derby Hospital

Uttoxeter Road

Derby

DE22 3NE

Employer's website

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

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Employer details

Employer name

University Hospitals of Derby and Burton NHS Foundation Trust

Address

Royal Derby Hospital

Uttoxeter Road

Derby

DE22 3NE

Employer's website

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

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