Job summary
The Endpoint Specialist is a key member of the endpoint team, the post is responsible for operational maintenance of endpoint devices and technical device management or support. The role utilises expert knowledge to act as a point of escalation and co-ordinates or schedules junior staff within the team. The post-holder will act as a technical expert on Trust wide IT hardware deployments or issues, providing support for Business As Usual (BAU), and working closely with other teams within the department to resolve issues.
The post holder is also responsible for working closely with the project teams, ensuring endpoint team tasks are identified, planned and executed effectively. This involves working as part of a team or on an individual basis with 3rdparty vendors, internal or external stakeholders and other technical experts, ensuring assigned project tasks are completed within project tolerances.
Experience with Windows 10, M365, VDI, Fat/Thin client would be ideal with great communication skills and able to relay technical issues to an end user in terms they can understand.
Main duties of the job
The role incorporates customer care, vendor or relationship management, operations and communications co-ordination. Responsibilities include: -
- Utilise expert knowledge to resolve a range of varied, complex technical issues and explain complex situations in simple terms to staff at all levels
- Respond to technical enquiries regarding the appropriate purchasing, disposal, and effective use of IT equipment from all departments in accordance with Trust policies and procedures
- Escalate any recurring problems which users are experiencing, so that a more comprehensive and effective solution can be applied
- Provide expert support or guidance relating to IT Hardware deployment, service requests, problems or issues
- Liaise with 3rd party vendors as required, ensuring that sufficient technical information is provided for each call logged
- Ensure that Endpoint device documentation is maintained and updated
- Schedule resources and execute work packages allocated and relating to IT Hardware deployment, service requests, problems or issues
- Work with the Endpoint Lead and Endpoint Team Manager focusing on quality or continual service improvement
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.
We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.
Job description
Job responsibilities
You will be working with a diverse customer base of users ranging from Consultants, Senior Management, Nurses, Health Care Assistants, Receptionists and Secretaries. NHS experience would be beneficial, along with Microsoft Windows 10 / O365/M365, VDI Thin/Fat client support experience.
The successful candidate should have a good technical experience background and used to working in an Endpoint/Desktop team.
The ability to work collaboratively with colleagues to address complaints and incidents appropriately and lead by example in a pressured environment is key.
A solid team player who works well under pressure and to deadlines for the Trust.
- Ensure the efficient organisation of Endpoint services within the department, making best use of capacity to deliver activity within the terms of the Service Level Agreements (SLAs) and with cost effective utilisation of staff and non-pay resources
- Develop and maintain in-depth specialist knowledge of the relevant endpoint devices as appropriate to deliver the Trust strategy
- Log faults with 3rd party Service Desks as requested ensuring that the minimum data set information is provided for each call logged and that regular communication is maintained with the 3rd party until calls are resolved. Ensuring that for each call logged there is a corresponding log on the Trusts IT Helpdesk.
Job description
Job responsibilities
You will be working with a diverse customer base of users ranging from Consultants, Senior Management, Nurses, Health Care Assistants, Receptionists and Secretaries. NHS experience would be beneficial, along with Microsoft Windows 10 / O365/M365, VDI Thin/Fat client support experience.
The successful candidate should have a good technical experience background and used to working in an Endpoint/Desktop team.
The ability to work collaboratively with colleagues to address complaints and incidents appropriately and lead by example in a pressured environment is key.
A solid team player who works well under pressure and to deadlines for the Trust.
- Ensure the efficient organisation of Endpoint services within the department, making best use of capacity to deliver activity within the terms of the Service Level Agreements (SLAs) and with cost effective utilisation of staff and non-pay resources
- Develop and maintain in-depth specialist knowledge of the relevant endpoint devices as appropriate to deliver the Trust strategy
- Log faults with 3rd party Service Desks as requested ensuring that the minimum data set information is provided for each call logged and that regular communication is maintained with the 3rd party until calls are resolved. Ensuring that for each call logged there is a corresponding log on the Trusts IT Helpdesk.
Person Specification
Experience and Knowledge
Essential
- Knowledge of Desktop operating systems such as Windows 7 or Windows 10
- Practical knowledge of PC and printer maintenance/Build Experience
- Knowledge of thin and fat client support and maintenance
- Endpoint encryption Anti-virus and malware protection software
- Experience of working and liaising with Third Party Suppliers.
- Experience of working in a large organisation with a wide range of staffing levels and being able to liaise with level from Administrative Staff to Senior Managers.
- Strong experience of hardware maintenance & upgrades across a mixed computing environment
- Strong experience in influencing the application of IT to working practices
- Experience of working with a range of staffing groups including clinicians, nursing and managers.
- Understanding of Information Governance, IT Security and confidentiality
- High level of interpersonal skills, including active listening and understanding.
- Excellent communication and presentation skills.
- Influencing, motivation and negotiation skills
- Ability to work across organisational and professional boundaries
- Excellent presentation and written communication skills
- Ability to prioritise and plan use of resources
- Develop/design policies, protocols and able to analyse, interpret complex data and report in a variety of different styles.
- Understanding of the Strategic aims and priorities of the Trust.
Desirable
- Experience of working within an NHS IT Department environment.
- Good understanding of the current NHS agenda and healthcare policy
- Knowledge & Experience working in an ITIL environment
- Knowledge & Experience working in an PRINCE 2 environment
- Experience working with Dell and HP hardware, including Printers, laptops, PC's and peripherals
Qualifications
Essential
- Relevant IT Degree or equivalent knowledge and relevant experience in specialty
Desirable
- Recognised qualifications associated to the role
Personal Skills
Essential
- Analytical and problem solving skills
- Communication Skills/Experience working in teams
- Able to work flexibly to meet the demands of the role
Person Specification
Experience and Knowledge
Essential
- Knowledge of Desktop operating systems such as Windows 7 or Windows 10
- Practical knowledge of PC and printer maintenance/Build Experience
- Knowledge of thin and fat client support and maintenance
- Endpoint encryption Anti-virus and malware protection software
- Experience of working and liaising with Third Party Suppliers.
- Experience of working in a large organisation with a wide range of staffing levels and being able to liaise with level from Administrative Staff to Senior Managers.
- Strong experience of hardware maintenance & upgrades across a mixed computing environment
- Strong experience in influencing the application of IT to working practices
- Experience of working with a range of staffing groups including clinicians, nursing and managers.
- Understanding of Information Governance, IT Security and confidentiality
- High level of interpersonal skills, including active listening and understanding.
- Excellent communication and presentation skills.
- Influencing, motivation and negotiation skills
- Ability to work across organisational and professional boundaries
- Excellent presentation and written communication skills
- Ability to prioritise and plan use of resources
- Develop/design policies, protocols and able to analyse, interpret complex data and report in a variety of different styles.
- Understanding of the Strategic aims and priorities of the Trust.
Desirable
- Experience of working within an NHS IT Department environment.
- Good understanding of the current NHS agenda and healthcare policy
- Knowledge & Experience working in an ITIL environment
- Knowledge & Experience working in an PRINCE 2 environment
- Experience working with Dell and HP hardware, including Printers, laptops, PC's and peripherals
Qualifications
Essential
- Relevant IT Degree or equivalent knowledge and relevant experience in specialty
Desirable
- Recognised qualifications associated to the role
Personal Skills
Essential
- Analytical and problem solving skills
- Communication Skills/Experience working in teams
- Able to work flexibly to meet the demands of the role
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).
