Job summary
Nottingham University Hospitals (NUH) Digital & Information service comprises a multi-disciplinary team of professional staff concerned with providing a wide range of services and technologies to NUH and our community colleagues.
The mobile devices technician will be responsible for managing and maintaining all EUC devices across the whole organisation.
This is a full time (37.5 hours per week), on-site role. Start and finish times will normally be within the EUC Service's core operating hours, which are currently 08:00 - 17:00 Monday-Friday.
Outside of core hours, an "On Call" provision supports the customer base. The post holder will be required to participate in their team's On Call rota.
Main duties of the job
To ensure all Service Desk tickets are resolved by the EUC Desktop Team within SLA agreed timescales
To work closely with users, colleagues and third-party suppliers in identifying, investigating and resolving complex problems with both existing and potential applications.
To ensure appropriate stock levels are maintained.
To be aware of technical developments in the IT community relating to your specific work area including hardware, software and system management tools and keep abreast of NHS IT guidelines, following those policies including IT security and data protection.
Contribute to the business continuity and disaster recovery plan for the Trust.
To work to policies and procedures of the Directorate, assisting with amending those relevant to EUC Devices as required.
To provide clear and accurate figures and reports with regards to EUC Devices as and when required
To provide fault diagnosis, resolving or escalating issues to external teams where necessary.
To continually look at ways of improving our EUC service for our customers, internal and external, ensuring we meet the needs of our customers, feeding information back to management.
Manage and monitor all Trust-owned EUC devices that access business critical data.
Ensure devices are securely managed from customer provisioning throughout the hardware lifecycle.
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.
Job description
Job responsibilities
Must be able to adapt technical explanations to suit the technical proficiency of the person you are talking to, in a concise and empathetic manner.
To have outstanding customer service skills/experience when dealing with colleagues, and capable of doing so confidently across any medium, such as in person, telephone, or electronic means as appropriate for the situation.
To communicate service and project-related information effectively across all media channels and facilitate collaborative working with multi-disciplinary team colleagues internally and externally.
Advise management on user issues to ensure that appropriate solutions are in place.
Liaise with external parties in accordance with Service Level agreements as to minimise disruption to end user systems.
Ensure customers are provided with meaningful updates through to completion of their request.
Represent the organisation formally and with the highest professionalism, in line with Trust Values and Behaviours.
To provide fault diagnosis, resolving or escalating issues to other teams where necessary.
Job description
Job responsibilities
Must be able to adapt technical explanations to suit the technical proficiency of the person you are talking to, in a concise and empathetic manner.
To have outstanding customer service skills/experience when dealing with colleagues, and capable of doing so confidently across any medium, such as in person, telephone, or electronic means as appropriate for the situation.
To communicate service and project-related information effectively across all media channels and facilitate collaborative working with multi-disciplinary team colleagues internally and externally.
Advise management on user issues to ensure that appropriate solutions are in place.
Liaise with external parties in accordance with Service Level agreements as to minimise disruption to end user systems.
Ensure customers are provided with meaningful updates through to completion of their request.
Represent the organisation formally and with the highest professionalism, in line with Trust Values and Behaviours.
To provide fault diagnosis, resolving or escalating issues to other teams where necessary.
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
Desirable
- Recognised ICT Support and maintenance training in foundation level skills such as Comptia, Microsoft, Apple
- Qualification for supporting and maintaining Microsoft inTune.
Experience
Essential
- 3+ years of proven work experience in a busy ICT operational team administering, supporting, deploying and troubleshooting an enterprise-scale fleet of Apple iOS devices up to and including iOS 18, applications, and related peripherals.
- Extensive, proven technical experience administering and supporting Mobile Iron, Microsoft inTune or similar mobile device management solution.
- Experience of designing and deploying device-based policies that align with organisational policy to manage and secure mobile devices.
Desirable
- At least two years' experience working for a large NHS Trust.
- Experience supporting clinical patient information apps, and other iOS apps which are commonly used in an acute NHS Trust.
Communication and Relationship Skills
Essential
- 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.
- Ability to manage differing and sometimes conflicting demands for time and resources by customers, respectfully and with integrity.
- Demonstrable experience of providing outstanding customer service skills/experience when dealing with colleagues.
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.
Planning and Organisation Skills
Essential
- Can work both as an individual using one's own initiative and as a team member, prioritising workloads.
Physical Skills
Essential
- 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.
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
Desirable
- Recognised ICT Support and maintenance training in foundation level skills such as Comptia, Microsoft, Apple
- Qualification for supporting and maintaining Microsoft inTune.
Experience
Essential
- 3+ years of proven work experience in a busy ICT operational team administering, supporting, deploying and troubleshooting an enterprise-scale fleet of Apple iOS devices up to and including iOS 18, applications, and related peripherals.
- Extensive, proven technical experience administering and supporting Mobile Iron, Microsoft inTune or similar mobile device management solution.
- Experience of designing and deploying device-based policies that align with organisational policy to manage and secure mobile devices.
Desirable
- At least two years' experience working for a large NHS Trust.
- Experience supporting clinical patient information apps, and other iOS apps which are commonly used in an acute NHS Trust.
Communication and Relationship Skills
Essential
- 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.
- Ability to manage differing and sometimes conflicting demands for time and resources by customers, respectfully and with integrity.
- Demonstrable experience of providing outstanding customer service skills/experience when dealing with colleagues.
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.
Planning and Organisation Skills
Essential
- Can work both as an individual using one's own initiative and as a team member, prioritising workloads.
Physical Skills
Essential
- 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.
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.