Job summary
Nottingham University Hospitals is seeking a helpful, enthusiastic and motivated individual to join a very busy IT support department supporting multiple sites whilst heavily focusing on the two primary bases.
Working within a thriving team and reporting to the EUC Manager, you will have previous experience of working within an IT support environment similar to our organisation and ideally hold one or more IT-based qualification.
Applications from candidates who have experience but do not possess knowledge would be welcome and if successful at interview the role will be offered at Band 4 with progression to Band 5 on full completion of competencies and training.
Main duties of the job
In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert
The EUC team is comprised of a number of permanent support staff based at multiple sites whose priority is to provide 2nd line desktop support to the NUH staff through the call management system.
In addition, the team will provide;
Installs, moves and changes.
On Call provision.
Management of the desktop and printer estate.
Additional technical duties as agreed with the EUC Manager.
About us
With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Digital Services comprises a multi-disciplinary team of professional staff concerned with providing a wide range of services in Information, knowledge management, computing and telecommunications. Many of those services incorporate large multi-user systems which are interfaced together.
Job description
Job responsibilities
To troubleshoot and resolve support incidents escalated to the EUC team via the call management system. Visiting the customer location or use remote tools to assist in troubleshooting and resolving the incident.
To participate and contribute to desktop/network surveys in order to facilitate installations and moves, ensuring the data cabling infrastructure is secure and follows all Digital Services infrastructure standards.
To provide EUC technicians with technical leadership direction and advice when required, helping with the training needs of the team and individuals.
To act as a project lead for projects within the EUC teams remit.
To work closely with users, colleagues and third party suppliers in identifying, investigating and resolving complex problems with live systems.
To contribute to the problem process and to assist in the escalation of such to 3rd line support teams ensuring they are regularly reported on for progress.
To ensure that all work carried out by the EUC team complies with appropriate local, national and/or internationally recognised standards.
To take a leading role in the maintenance of quality standards (ISO) and best practice (ITIL) for the EUC team.
To be aware of technical developments in the IT community relating to their specific work areas including desktop hardware, software and system management tools and keep abreast of NHS IT guidelines, following those policies including IT security and data protection.
When required, ensure documents (knowledge base) and call flows have been implemented within the Call Management System in order to assist teams in troubleshooting.
Identify trends and issues of concern in order to suggest service improvements and in turn implement these with the Technical Support manager to improve the service.
Contribute to the business continuity and disaster recovery plan for the Technical Operations team.
To ensure when on call you are available to respond effectively and efficiently.
Ensure business as usual services are maintained 24/7 protecting the live environment.
To keep adequate peripheral/network spares, routinely running stock takes, and escalating of any low stock.
Deputise for EUC Team Leader as required.
To undertake any other duties that may reasonably be required.
Job description
Job responsibilities
To troubleshoot and resolve support incidents escalated to the EUC team via the call management system. Visiting the customer location or use remote tools to assist in troubleshooting and resolving the incident.
To participate and contribute to desktop/network surveys in order to facilitate installations and moves, ensuring the data cabling infrastructure is secure and follows all Digital Services infrastructure standards.
To provide EUC technicians with technical leadership direction and advice when required, helping with the training needs of the team and individuals.
To act as a project lead for projects within the EUC teams remit.
To work closely with users, colleagues and third party suppliers in identifying, investigating and resolving complex problems with live systems.
To contribute to the problem process and to assist in the escalation of such to 3rd line support teams ensuring they are regularly reported on for progress.
To ensure that all work carried out by the EUC team complies with appropriate local, national and/or internationally recognised standards.
To take a leading role in the maintenance of quality standards (ISO) and best practice (ITIL) for the EUC team.
To be aware of technical developments in the IT community relating to their specific work areas including desktop hardware, software and system management tools and keep abreast of NHS IT guidelines, following those policies including IT security and data protection.
When required, ensure documents (knowledge base) and call flows have been implemented within the Call Management System in order to assist teams in troubleshooting.
Identify trends and issues of concern in order to suggest service improvements and in turn implement these with the Technical Support manager to improve the service.
Contribute to the business continuity and disaster recovery plan for the Technical Operations team.
To ensure when on call you are available to respond effectively and efficiently.
Ensure business as usual services are maintained 24/7 protecting the live environment.
To keep adequate peripheral/network spares, routinely running stock takes, and escalating of any low stock.
Deputise for EUC Team Leader as required.
To undertake any other duties that may reasonably be required.
Person Specification
Training & Qualifications
Essential
- Educated to minimum Level 2 on the UK National Qualifications Framework for English, Mathematics, Science and at least three other subjects, or non-UK equivalent
- UK Category B Driving Licence
Desirable
- Recognised ICT Support and maintenance training in foundation level skills such as Comptia, Microsoft
- Qualification for maintaining and supporting Microsoft SCCM, MECM, or inTune
- Microsoft certification/training for support and troubleshooting EUC devices and services
- Customer Services Skills training / qualification
- ITIL Foundation Level certification
- ISO9000 and/or ISO27001 auditing and standards
Experience
Essential
- 3+ years supporting Microsoft technologies: Windows 10+11, Office 365, Teams, Active Directory
- PC, Laptop and endpoint hardware support experience
- Networking knowledge of principles and how related to endpoint troubleshooting
Desirable
- 2+ years' experience working for a large NHS Trust
- Experience supporting clinical applications used in an acute NHS Trust
- VDI/VMview, Microsoft Hyper-V/App-V, VMware Composer, VMware vSphere
Communication and Relationship Skills
Essential
- Demonstrable experience of providing outstanding customer service skills/experience when dealing with colleagues
- Must be able to adapt technical explanations to suit the technical proficiency of the person or group you are talking to, in a concise and empathetic manner
- Fluent in reading and writing in the English language
Desirable
- Experience of building and maintaining good working relationships with a wide range of people across your own and other organisations
Analytical and Judgement Skills
Essential
- Ability to analyse and interpret information and make valid contributions to decision-making at team level
- Prioritise and respond to planned and unplanned situations daily, with integrity and respect
Desirable
- Able to demonstrate sound judgement in recommending cost effective solutions to ensure best value for the business
Planning and Organisation Skills
Essential
- Can work both as an individual using one's own initiative and as a team member, prioritising workloads
- Takes responsibility for progressing own continuing professional development (CPD)
Desirable
- Experienced in technical assessments which will result in service improvements for patients, staff and the Trust
Physical Skills
Essential
- Able and willing to attend campus in person for the full duration of all shifts.
- Sufficient level of fitness to enable regular walking around large campuses, moving and handling heavy equipment, and accessing sometimes cramped or difficult spaces to provision or maintain equipment
- Able to concentrate in a busy, unpredictable, reactive environment
Other requirements specific to the role
Essential
- Able and willing to participate in the Team's out-of-hours On Call rota
- Able and willing to work outside of the team's core hours when required, either at short-notice in response to an incident, or for planned works
Desirable
- Able and willing to change working location at short notice in response to operational need, e.g. absence, training, customer demand
- OnCall experience
Commitment to Trust Values and Behaviours
Essential
- Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
Experience
Essential
- Proven experience working with a centralised device management solution such as Microsoft SCCM/MECM/inTune or LanSweeper
- Practical knowledge of administering, supporting and troubleshooting enterprise multi-function printing devices and systems
- Working knowledge and experience administering and supporting endpoint security systems, such as Antivirus, Service and port control
Desirable
- Experienced peer mentor
- Experience as the lead technical contact for an ICT project
- Thorough understanding of the latest security principles, techniques and protocols
Communication and Relationship Skills
Essential
- Fluent English speaker, capable of clear two-way verbal communication in English in person or using the telephone
- Ability to manage differing and sometimes conflicting demands for time and resources by customers, respectfully and with integrity
- Friendly with a professional approach
Analytical and Judgement Skills
Essential
- Demonstrate a good level of analytical and problem-solving skills, specifically around technical incident management
- Able to handle sensitive information confidentially
Planning and Organisation Skills
Essential
- Able to work in a high-pressure climate, with rapidly changing priorities
Desirable
- Contribute to EUC service strategy to meet the needs of the Trust
Other requirements specific to the role
Essential
- Dress in accordance with Trust policy and appropriate for the duties being undertaken
- Willing to drive Trust vehicles in line with duties
Desirable
- Willing to use own vehicle for Trust duties where a Trust vehicle is not available or appropriate
Person Specification
Training & Qualifications
Essential
- Educated to minimum Level 2 on the UK National Qualifications Framework for English, Mathematics, Science and at least three other subjects, or non-UK equivalent
- UK Category B Driving Licence
Desirable
- Recognised ICT Support and maintenance training in foundation level skills such as Comptia, Microsoft
- Qualification for maintaining and supporting Microsoft SCCM, MECM, or inTune
- Microsoft certification/training for support and troubleshooting EUC devices and services
- Customer Services Skills training / qualification
- ITIL Foundation Level certification
- ISO9000 and/or ISO27001 auditing and standards
Experience
Essential
- 3+ years supporting Microsoft technologies: Windows 10+11, Office 365, Teams, Active Directory
- PC, Laptop and endpoint hardware support experience
- Networking knowledge of principles and how related to endpoint troubleshooting
Desirable
- 2+ years' experience working for a large NHS Trust
- Experience supporting clinical applications used in an acute NHS Trust
- VDI/VMview, Microsoft Hyper-V/App-V, VMware Composer, VMware vSphere
Communication and Relationship Skills
Essential
- Demonstrable experience of providing outstanding customer service skills/experience when dealing with colleagues
- Must be able to adapt technical explanations to suit the technical proficiency of the person or group you are talking to, in a concise and empathetic manner
- Fluent in reading and writing in the English language
Desirable
- Experience of building and maintaining good working relationships with a wide range of people across your own and other organisations
Analytical and Judgement Skills
Essential
- Ability to analyse and interpret information and make valid contributions to decision-making at team level
- Prioritise and respond to planned and unplanned situations daily, with integrity and respect
Desirable
- Able to demonstrate sound judgement in recommending cost effective solutions to ensure best value for the business
Planning and Organisation Skills
Essential
- Can work both as an individual using one's own initiative and as a team member, prioritising workloads
- Takes responsibility for progressing own continuing professional development (CPD)
Desirable
- Experienced in technical assessments which will result in service improvements for patients, staff and the Trust
Physical Skills
Essential
- Able and willing to attend campus in person for the full duration of all shifts.
- Sufficient level of fitness to enable regular walking around large campuses, moving and handling heavy equipment, and accessing sometimes cramped or difficult spaces to provision or maintain equipment
- Able to concentrate in a busy, unpredictable, reactive environment
Other requirements specific to the role
Essential
- Able and willing to participate in the Team's out-of-hours On Call rota
- Able and willing to work outside of the team's core hours when required, either at short-notice in response to an incident, or for planned works
Desirable
- Able and willing to change working location at short notice in response to operational need, e.g. absence, training, customer demand
- OnCall experience
Commitment to Trust Values and Behaviours
Essential
- Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
Experience
Essential
- Proven experience working with a centralised device management solution such as Microsoft SCCM/MECM/inTune or LanSweeper
- Practical knowledge of administering, supporting and troubleshooting enterprise multi-function printing devices and systems
- Working knowledge and experience administering and supporting endpoint security systems, such as Antivirus, Service and port control
Desirable
- Experienced peer mentor
- Experience as the lead technical contact for an ICT project
- Thorough understanding of the latest security principles, techniques and protocols
Communication and Relationship Skills
Essential
- Fluent English speaker, capable of clear two-way verbal communication in English in person or using the telephone
- Ability to manage differing and sometimes conflicting demands for time and resources by customers, respectfully and with integrity
- Friendly with a professional approach
Analytical and Judgement Skills
Essential
- Demonstrate a good level of analytical and problem-solving skills, specifically around technical incident management
- Able to handle sensitive information confidentially
Planning and Organisation Skills
Essential
- Able to work in a high-pressure climate, with rapidly changing priorities
Desirable
- Contribute to EUC service strategy to meet the needs of the Trust
Other requirements specific to the role
Essential
- Dress in accordance with Trust policy and appropriate for the duties being undertaken
- Willing to drive Trust vehicles in line with duties
Desirable
- Willing to use own vehicle for Trust duties where a Trust vehicle is not available or appropriate
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.