Deployment Engineer - End User Technology

Job overview

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens. This role is part of the IT Operations, who are responsible for: •    Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users •    As IT subject matter experts, contributing to the design and development of new products and services •    Improving user experience in our systems and processes •    Proactively maintaining our IT service portfolio and reducing technical debt There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.

Main duties of the job

End user technology engineers are responsible for managing the product life cycle of all service-raised incidents (incident control) and all service requests (request control), requiring the use of knowledge management. In this role, you will also be responsible for informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user technology services. The end user technology service team is responsible for a variety of different services, covering: •    Endpoints – desktops, laptops, thin clients •    Mobile devices – mobiles, tablets, scanners •    Print – multi-function devices, label printing •    Collaboration services – audio visual equipment, messaging, content collaboration You will put people at the heart of everything you do – with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust. With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.

Detailed job description and main responsibilities

An end user computing engineer maintaining hardware and fixing technical problems as quickly as possible. At this role level, you will: •    Provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve •    Coach associates and share knowledge with team colleagues Deployment of IT assets •    Receipt IT goods •    Image and issue IT Hardware •    Install software and maintain software portals •    Disposal old and faulty IT hardware •    Manage IT collections Asset and configuration management •    Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas •    Verify the location and state of assets, supporting the full IT Asset Management lifecycle (from request through to retirement) Change management •    Implement simple changes based on requests for change •    Apply change control procedures. Continual service improvement •    Implement policies and proposes process optimisation, and contributes to the implementation of proposed solutions •    Support specific activities to improve processes •    Spot or identify obvious deficiencies Financial management •    Personal duty of care in relation to IT equipment, resources and authoriser for small payments Incident management •    Identify and register incidents, gathering the required information and allocating it to the appropriate channel Ownership and initiative •    Own an issue until a new owner has been found or the problem has been mitigated or resolved Problem management •    Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational) •    Contribute to the implementation of remedies and preventative measures Service focus •    Take inputs and establish coherent frameworks that work Service reporting •    Ensure the service management platform is up-to-date at all times with Customer Service activities •    Collate data from repositories and provide basic reporting Technical specialism •    Assist in technical support activities and carry out agreed or routine maintenance and administration tasks Technical understanding •    Show an awareness of the relevant subject matter and a high-level understanding of what it involves, in the following domains: o End User Computing o Print o Mobile o Collaboration Services Testing •    Correctly execute test scripts under supervision •    Understand the role of testing and how it works User focus •    Identify and engage with users or stakeholders to collate user needs evidence •    Understand and define research that fits user needs •    Use quantitative and qualitative data about users to turn user focus into outcomes Other Duties: •    Participate in the on-call service •    Occasional work may be required outside of core business hours to support major projects / programme.