Job summary
The Endpoint Entry Level position is a key role within the Endpoint team, the role incorporates customer care, relationship management, operations and Communications co-ordination. For all of these functions, the post holder is expected to understand, meet and exceed their customers' requirements and have the ability to explain IT issues to non IT staff. The post holder is responsible for supporting, maintaining, upgrading and offering guidance to users of the Trusts endpoint devices. This includes Thin Clients, Fat Clients, Windows 7, Windows 10, Printer support and PC peripherals.
Main duties of the job
Duties include: -
- Deal with a range of varied technical issues to resolution, able to translate and explain complex situations in simple terms to all levels of staff
- Escalate to Line Manager any issues which cannot be resolved by members of the Endpoint Team
- Highlight any recurring problems which users seem to be experiencing, so that a more comprehensive and effective solution can be applied
- Facilitate the return or replacement of endpoint equipment and ensure records are kept up to date for audit purposes
- Attend and contribute to the relevant meetings, including project or team meetings
- Work to call resolution targets as set out in the relevant Service Level Agreements (SLA's)
- Log faults with 3rd party support teams ensuring that sufficient information is provided for each call logged
- Maintain regular communication with the 3rd party support teams, ensuring issues are resolved and for each call logged, maintain a corresponding log on the Trust's IT Helpdesk
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 familiarize yourself with all requirements of the job.
Job description
Job responsibilities
Working in a busy environment but with colleagues who work well under pressure and work hard on a daily basis. Friendly team who are based on site and work through open issues together and support in place for training.
A solid team player who works well under pressure and acts to deadlines for the Trust.
Working closely with fellow colleagues and working with the IT Service Desk on calls coming through and also with the Infrastructure technical team on processes, training, improvements.
Key Tasks
- Provide support within the Endpoint team to deliver and improve services
- Continually improve customer perception and satisfaction, enhance the customer experience with provision of a high standard of endpoint support
- Build, support and maintain endpoints throughout the Trust, this includes PCs, Printers, Thin Clients and PC peripherals
- Assist in the Management of equipment stores, ensuring adherence to policies or procedures
- Maintain work areas in a tidy, efficient manner, ensuring tools or equipment is stored safely and is accessible
- Deploy new hardware across the Trust, ensuring that endpoints are configured and installed to the relevant standards
- Assist the programme teams to ensure upgrades or new hardware deployments are completed in line with project tolerances
Job description
Job responsibilities
Working in a busy environment but with colleagues who work well under pressure and work hard on a daily basis. Friendly team who are based on site and work through open issues together and support in place for training.
A solid team player who works well under pressure and acts to deadlines for the Trust.
Working closely with fellow colleagues and working with the IT Service Desk on calls coming through and also with the Infrastructure technical team on processes, training, improvements.
Key Tasks
- Provide support within the Endpoint team to deliver and improve services
- Continually improve customer perception and satisfaction, enhance the customer experience with provision of a high standard of endpoint support
- Build, support and maintain endpoints throughout the Trust, this includes PCs, Printers, Thin Clients and PC peripherals
- Assist in the Management of equipment stores, ensuring adherence to policies or procedures
- Maintain work areas in a tidy, efficient manner, ensuring tools or equipment is stored safely and is accessible
- Deploy new hardware across the Trust, ensuring that endpoints are configured and installed to the relevant standards
- Assist the programme teams to ensure upgrades or new hardware deployments are completed in line with project tolerances
Person Specification
Technical Experience
Essential
- Knowledge of thin and fat client support and maintenance
- Practical knowledge of PC and printer maintenance/Build Experience
- Microsoft Windows 10
Desirable
- MDM Experience
- M365 Experience
- VDI Experience
Qualifications
Essential
- Experience of working in a large organisation
- Desktop background/Qualifications
Desirable
- Knowledge & Experience working in an PRINCE 2 environment
- Knowledge & Experience working in an ITIL environment
- Experience working with Dell/HP hardware (including Printers, laptops, PC's)
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
Desirable
Person Specification
Technical Experience
Essential
- Knowledge of thin and fat client support and maintenance
- Practical knowledge of PC and printer maintenance/Build Experience
- Microsoft Windows 10
Desirable
- MDM Experience
- M365 Experience
- VDI Experience
Qualifications
Essential
- Experience of working in a large organisation
- Desktop background/Qualifications
Desirable
- Knowledge & Experience working in an PRINCE 2 environment
- Knowledge & Experience working in an ITIL environment
- Experience working with Dell/HP hardware (including Printers, laptops, PC's)
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
Desirable
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
