Job summary
The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website.
We are looking for an experienced and enthusiastic professional to join our team as an End User Computing (EUC) Engineer, to provide first/second/third line IT support for all NHSCFA employees. You will be responsible for resolving support requests and incidents, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Additionally, you may be required to provide periodic Service Desk cover as necessary (call logging, triaging incidents and service requests).
This is a Customer Centric role and the requirement to communicate and deal directly with NHSCFA staff and external Stakeholders is essential to enable the high standards of support required. The EUC Engineer must be technically skilled and always maintain the integrity and security of NHSCFA IT hardware and systems.
Potential applicants can contact Gavin Purvis on gavin.purvis@nhscfa.gov.uk for an informal chat if you have any questions regarding the role. We reserve the right to close this vacancy before the advertised closing date should we receive a significant number of applications. Interviews will be held on 24th/25th April 2024
Main duties of the job
Diagnosing and resolving software and hardware Service Requests and Incidents across a range of IT devices, audio-visual equipment and software applications; escalating these to other resolver groups if required.
Being an internal escalation point for other staff within the Technology User Services team.
Ensuring the team's objectives and service level agreements are met.
Maintaining a first-class level of customer service, ensuring that all customers are treated efficiently with professionalism.
Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring services to the customer as soon as possible.
Adding to and ensuring knowledge base and knowledge records are accurate, up to date and relevant for our IT teams.
About us
We have offices in Coventry Newcastle and London, offer flexible, hybrid, office and home-based working. In addition to the advertised salary working in the London area will attract High-Cost Area Supplement where appropriate. The NHSCFA values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability. If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form. You will be redirected to our recruitment system TRAC. Please apply without delay as we reserve the right to close any vacancies from further submissions when we have received sufficient applications from which to make a shortlist. The NHSCFA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship. Applications requiring Visa sponsorship or with dependency on another's visa will not be accepted.
Job description
Job responsibilities
Accurately recording, updating and documenting requests / incidents using the IT Service Management Tool.
Installing software and configuring new IT and audio- visual equipment as required.
Managing and configuring access to applications and technology systems through effective access management.
Maintaining an awareness of agreed service levels, KPIs and standards within team, reviewing own performance and adapting own approach to maximise the delivery to support and meet agreed standards.
Engaging in partnership, working with other individuals, groups and agencies.
Please see full Job Description and Person Specification.
This role is based at our London office, and you will be required to attend this office in Canary Wharf at least 3 days a week.
Job description
Job responsibilities
Accurately recording, updating and documenting requests / incidents using the IT Service Management Tool.
Installing software and configuring new IT and audio- visual equipment as required.
Managing and configuring access to applications and technology systems through effective access management.
Maintaining an awareness of agreed service levels, KPIs and standards within team, reviewing own performance and adapting own approach to maximise the delivery to support and meet agreed standards.
Engaging in partnership, working with other individuals, groups and agencies.
Please see full Job Description and Person Specification.
This role is based at our London office, and you will be required to attend this office in Canary Wharf at least 3 days a week.
Person Specification
Knowledge and Experience
Essential
- Providing IT services to end users.
- Supporting and resolving issues around IT hardware and software and other IT peripherals
- Interpreting complex information, analysing problems and identifying solutions
- IT Service Management principles and practices, such as ITIL v4 / ISO20000
- Building working relations with a wide range of people and organisations / suppliers.
- Logging support calls (Service Desk telephony), updating call details and managing queues with appropriate attention to detail.
Desirable
- ITSM tools, design, configuration and / or operation.
- Applying innovative and pragmatic solutions for the benefit of the customer / stakeholder.
Specialist Knowledge
Essential
- Windows 10 / M365 Support.
- Microsoft Azure / 365 Device Management.
- MS Teams / Outlook / Exchange Online.
- Business Continuity Management and procedures.
Desirable
- Major Incident Management.
Qualifications
Essential
- A-Level or equivalent in computing related subject. Or Significant relevant experience of the subject matter.
Desirable
- Studying or recently gained an IT related degree.
- Qualifications in appropriate IT certification (eg ITIL v4, TOGAF, Agile, ISTQB, MCP etc).
Communications Skills
Essential
- Ability to communicate fluently, orally and in writing to present complex technical information to both technical and non-technical audiences.
- Ability to write and maintain system and technical documentation.
- Engages directly with staff, external suppliers and stakeholders.
Person Specification
Knowledge and Experience
Essential
- Providing IT services to end users.
- Supporting and resolving issues around IT hardware and software and other IT peripherals
- Interpreting complex information, analysing problems and identifying solutions
- IT Service Management principles and practices, such as ITIL v4 / ISO20000
- Building working relations with a wide range of people and organisations / suppliers.
- Logging support calls (Service Desk telephony), updating call details and managing queues with appropriate attention to detail.
Desirable
- ITSM tools, design, configuration and / or operation.
- Applying innovative and pragmatic solutions for the benefit of the customer / stakeholder.
Specialist Knowledge
Essential
- Windows 10 / M365 Support.
- Microsoft Azure / 365 Device Management.
- MS Teams / Outlook / Exchange Online.
- Business Continuity Management and procedures.
Desirable
- Major Incident Management.
Qualifications
Essential
- A-Level or equivalent in computing related subject. Or Significant relevant experience of the subject matter.
Desirable
- Studying or recently gained an IT related degree.
- Qualifications in appropriate IT certification (eg ITIL v4, TOGAF, Agile, ISTQB, MCP etc).
Communications Skills
Essential
- Ability to communicate fluently, orally and in writing to present complex technical information to both technical and non-technical audiences.
- Ability to write and maintain system and technical documentation.
- Engages directly with staff, external suppliers and stakeholders.
Additional information
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).
Employer details
Employer name
NHS Counter Fraud Authority
Address
7th Floor, HM Government Hub
10 South Colonnade, Canary Wharf
London
E14 4PU
Employer's website
https://cfa.nhs.uk/ (Opens in a new tab)
