Job summary
The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).
Customer Services comprises of a Service Endpoint team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.
This role is working within the Endpoint Team, working as an Endpoint Specialist you will specialise in Endpoint technologies, be a point of contact for the Endpoint team and help deliver projects. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10 and Windows 11, Office 365 and a number of internal applications.
Main duties of the job
- Work as a technical specialist to drive the Endpoint strategy using innovation and current technologies, working closely with the Technical Architect ensuring alignment with Digital Services infrastructure.
- Provide a continuous and effective Endpoint service by owing and developing core specialist applications.
- Work as a Endpoint Specialist to provide assistance when Incidents or Tasks are escalated. Monitor resolution of calls to ensure IT objectives, service level agreements and quality standards are achieved.
- Provide senior technical support to the Service Desk and Endpoint staff in order to maintain and increase customer productivity by providing first line and second line customer focused information and advice, solving technical incidents and problems
About us
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
- Work with the Technical Architect to drive the Endpoint strategy using innovation and alignment with Digital Services infrastructure
- Proactively research, test and direct the future Endpoint technologies in line with the latest industry standards
- Take ownership of IT Endpoint asset management throughout the Trust
- Ownership and monitor/ track all incidents throughout their lifecycle within the call management system, prioritising and organising incidents, request for service and queries, escalating where necessary hieratical or functionally in line with the Digital Services service level agreement
- Re-classify and prioritise calls where necessary with the information provided in line with the Service Level Agreement and Support Services standards
- Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
- Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT
- Upgrade, migrate, test and maintain IT hardware, software and peripherals
- Build & Install purchased IT equipment & software applications within agreed timescales documented in the Service Level Agreement
- Provide second line support to customers in troubleshooting, investigating and repairing applications and IT hardware, including desktops/ laptops and related peripherals, ensuring that Agreed Service Levels are met
- Act as a technical escalation point for the Endpoint Engineering team and Service Desk team when complex, technical faults without working instructions require resolution and after all other technical avenues have been explored
- Act as a customer services escalation point for the Endpoint Engineering team and the customer, negotiating site visits priorities and the initial handling of customer complaints
- Analyse information presented and gained from the customer to enable remote diagnostics of Workstations and peripheral equipment using remote control & Telnet commands
- Responsible for managing the Digital Services anti-virus software, SCCM, Sophos console, data integrity within the call management system and oversee the management\ accurate recording of Endpoint assets
- Assisting with development of best practice for the Service Desk and Endpoint Engineering Team, ensuring that procedures are kept up to date, making recommendations to the Service Delivery Manager to improve performance\ efficiency and advance in the teams service maturity
- Ensure steps are taken within the team to deliver a customer focused service delivery
- Identifying and advising line management of potential performance failures before they become critical
- Provide ad hoc performance statistics to line management and assist with service trend analysis making recommendations to reduce incidents and improve service delivery
- Monitor the procurement of hardware and software ensuring IT Support Services comply with appropriate licensing requirements, support is provided in line with defined procedures and allowable usage
- Creation of second line process maps and assist in keeping documentation up to date
- Provide customer-focused IT service, manage customer expectations by keeping customers informed of progress, providing consistent information and advice using the appropriate language to suit the audience when explaining complex and technical advice and resolutions
- Maintain a good level of technical knowledge, providing guidance/support to the team and initiate positive change
- Own the creation and maintenance of software images to support rapid deployment of desktop equipment ensuring all systems are fully tested prior to implementation
- Work with the IT Support Services team lead to develop project plans, undertake project work, carry out testing, facilitate resource requirements and represent the interests of IT Support Services ensuing that changes are implemented in an effective manner for organisational approve projects
- Cascade training to other members of the team on projects and technologies to ensure a good level of knowledge
- Deputise for the Endpoint Services Manager dealing with first line HR management where appropriate
- Other first/ second line and Senior activities, as directed, to continuously improve service and strive for best practice
- Present a positive image of Digital Services at all times and comply with all Corporate Policy
Job description
Job responsibilities
- Work with the Technical Architect to drive the Endpoint strategy using innovation and alignment with Digital Services infrastructure
- Proactively research, test and direct the future Endpoint technologies in line with the latest industry standards
- Take ownership of IT Endpoint asset management throughout the Trust
- Ownership and monitor/ track all incidents throughout their lifecycle within the call management system, prioritising and organising incidents, request for service and queries, escalating where necessary hieratical or functionally in line with the Digital Services service level agreement
- Re-classify and prioritise calls where necessary with the information provided in line with the Service Level Agreement and Support Services standards
- Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
- Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT
- Upgrade, migrate, test and maintain IT hardware, software and peripherals
- Build & Install purchased IT equipment & software applications within agreed timescales documented in the Service Level Agreement
- Provide second line support to customers in troubleshooting, investigating and repairing applications and IT hardware, including desktops/ laptops and related peripherals, ensuring that Agreed Service Levels are met
- Act as a technical escalation point for the Endpoint Engineering team and Service Desk team when complex, technical faults without working instructions require resolution and after all other technical avenues have been explored
- Act as a customer services escalation point for the Endpoint Engineering team and the customer, negotiating site visits priorities and the initial handling of customer complaints
- Analyse information presented and gained from the customer to enable remote diagnostics of Workstations and peripheral equipment using remote control & Telnet commands
- Responsible for managing the Digital Services anti-virus software, SCCM, Sophos console, data integrity within the call management system and oversee the management\ accurate recording of Endpoint assets
- Assisting with development of best practice for the Service Desk and Endpoint Engineering Team, ensuring that procedures are kept up to date, making recommendations to the Service Delivery Manager to improve performance\ efficiency and advance in the teams service maturity
- Ensure steps are taken within the team to deliver a customer focused service delivery
- Identifying and advising line management of potential performance failures before they become critical
- Provide ad hoc performance statistics to line management and assist with service trend analysis making recommendations to reduce incidents and improve service delivery
- Monitor the procurement of hardware and software ensuring IT Support Services comply with appropriate licensing requirements, support is provided in line with defined procedures and allowable usage
- Creation of second line process maps and assist in keeping documentation up to date
- Provide customer-focused IT service, manage customer expectations by keeping customers informed of progress, providing consistent information and advice using the appropriate language to suit the audience when explaining complex and technical advice and resolutions
- Maintain a good level of technical knowledge, providing guidance/support to the team and initiate positive change
- Own the creation and maintenance of software images to support rapid deployment of desktop equipment ensuring all systems are fully tested prior to implementation
- Work with the IT Support Services team lead to develop project plans, undertake project work, carry out testing, facilitate resource requirements and represent the interests of IT Support Services ensuing that changes are implemented in an effective manner for organisational approve projects
- Cascade training to other members of the team on projects and technologies to ensure a good level of knowledge
- Deputise for the Endpoint Services Manager dealing with first line HR management where appropriate
- Other first/ second line and Senior activities, as directed, to continuously improve service and strive for best practice
- Present a positive image of Digital Services at all times and comply with all Corporate Policy
Person Specification
Qualifications
Essential
- A degree or equivalent or significant experience of supporting Computer Desktop Hardware
- Microsoft Certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Desirable
- Service Desk Institute Analyst certification or equivalent
Knowledge
Essential
- Experience working in customer service environment, providing excellent customer-focussed service, managing customer expectations and dealing with difficult customers
- Significant experience of Microsoft Operating Systems 10
- Significant experience of supporting computer hardware and peripherals
- Working knowledge of Active Directory, users, computers and security groups
- Working knowledge of Sophos console, asset management solutions and SCCM
- Working knowledge of Microsoft Office 365
- Good analytical problem solving skills
- Experience of working effectively as a team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
- Experience of working within an ITIL environment
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Experience of driving technical advances within an organisation
Skills
Essential
- Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult people
- Ability to use negotiation, persuasion and empathy skills, remaining professional and calm at all times, particularly when dealing with difficult situations
- Good customer relationship management skills, enabling customer confidence and empowerment
- A logical approach to problem solving and exercising good judgement
- Good attention to detail
- Prioritises and organise workload and teams workload in accordance with the Service Level Agreement
- Able to meet targets under pressure
- Excellent staff-management, staff motivation and training skills
- Able to communicate effectively in written and verbal English language
Desirable
- Previous leadership of a team
Personal Attributes
Essential
- Self-motivated
- Will do/can do' attitude
- Flexible with working hours where it is demanded by the role
Person Specification
Qualifications
Essential
- A degree or equivalent or significant experience of supporting Computer Desktop Hardware
- Microsoft Certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Desirable
- Service Desk Institute Analyst certification or equivalent
Knowledge
Essential
- Experience working in customer service environment, providing excellent customer-focussed service, managing customer expectations and dealing with difficult customers
- Significant experience of Microsoft Operating Systems 10
- Significant experience of supporting computer hardware and peripherals
- Working knowledge of Active Directory, users, computers and security groups
- Working knowledge of Sophos console, asset management solutions and SCCM
- Working knowledge of Microsoft Office 365
- Good analytical problem solving skills
- Experience of working effectively as a team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
- Experience of working within an ITIL environment
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Experience of driving technical advances within an organisation
Skills
Essential
- Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult people
- Ability to use negotiation, persuasion and empathy skills, remaining professional and calm at all times, particularly when dealing with difficult situations
- Good customer relationship management skills, enabling customer confidence and empowerment
- A logical approach to problem solving and exercising good judgement
- Good attention to detail
- Prioritises and organise workload and teams workload in accordance with the Service Level Agreement
- Able to meet targets under pressure
- Excellent staff-management, staff motivation and training skills
- Able to communicate effectively in written and verbal English language
Desirable
- Previous leadership of a team
Personal Attributes
Essential
- Self-motivated
- Will do/can do' attitude
- Flexible with working hours where it is demanded by 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.
