Digital Service Asset and Configuration Management Apprentice

Job overview

The East of England Ambulance Service (EEAST) is pleased to offer an opportunity to an exceptional candidate to work in its Digital department, as an Digital Service Asset & Configuration Management (SACM) Apprentice. This is a fixed-term contract for the duration of the apprenticeship. Completion of the apprenticeship may lead to additional opportunities at the Trust if the business circumstances allow.

The post holder is responsible for supporting day-to-day service asset and configuration management activities. This includes, but is not limited to:

• Imaging, deployment, asset tracking and recovery
• Stock control and replenishment across multiple sites
• Responding to equipment requests in line with service standards
• Site visits for inventory audits, updating the CMDB and other asset records accordingly
• Secure receipt, handover, and dispatch of assets, updating the CMDB and other asset records accordingly
• Contributing to effective delivery of EEAST Digital Asset Management services
• Assisting with the secure disposal of obsolete equipment

This is a hardware-focused, fully on-site based role.

You will have the opportunity to participate in a supportive environment to develop the knowledge, skills and behaviours required of the apprenticeship, role and the team. This apprenticeship will give you the opportunity and support to develop new work placed skills in an organisation committed to your professional success.

Main duties of the job

Key Responsibilities of the Role

• Respond to requests for equipment in accordance with standard operating procedures. Track IT equipment, including the build and dispatch of hardware.
• Support site visits for regular inventory audits to validate asset records. Ensure timely return of overdue loan equipment and unused/obsolete assets.
• Assist with stock control, report stock levels and provide replenishment services.
• Co-ordinate receipt and dispatch of assets. Control and audit movement of equipment per EEAST security policy. Maintain stock rooms to health and safety standards.
• Arrange for secure disposal of obsolete assets.
• Contribute to updating operational support procedures and service documentation.
• Participate in implementation of business, organisational and technological changes.
• Contribute to development of the SACM function.
• Maintain awareness of IT service and business developments to ensure service quality.

Key Apprenticeship Responsibilities

• Attending all off the job learning activities associated with the apprenticeship programme for example classes, workshops, on-line learning and participating in as many learning opportunities as possible.
• To meet all learning commitments of the apprenticeship as directed by your line manager/mentor or the education provider. Assigned qualifications and an end point assessment must be completed.
• Completing all assignments, tests, and other work within agreed timescales/deadlines.

Detailed job description and main responsibilities

Communications and Stakeholder Engagement

• To meet regularly with their line manager/mentor and education provider to discuss progress against defined aims of the apprenticeship.
• Build strong relationships with customers and teams reliant on SACM inputs.
• Liaise with internal IT support and external suppliers for effective resolution of issues.
• Coordinate with teams to ensure all changes are recorded and evaluated.
• Liaise with wider EEAST teams and departments as required.

Technical and Asset Responsibilities

• Deliver the EEAST SACM service Trust-wide
• Image, configure and deploy IT hardware
• Wipe, decommission, and arrange secure disposal of equipment
• Maintain databases, CMDB and IT asset systems (e.g. ITSM/ESM tool)
• Manage local stock and support audit readiness
• Monitor stock reports and replenish as required
• Updating CMDB records accordingly to avoid inappropriate cross-charging of non-returned equipment
• Assist in user hardware onboarding and offboarding, including travelling to user base stations to retrieve hardware from leavers. Updating CMDB records accordingly to avoid inappropriate cross-charging of non-returned equipment

Service Support and Administrative Duties

• Maintain records in accordance with EEAST and IG standards
• Prepare and distribute devices with basic user guidance
• Use spreadsheets and databases for reporting and tracking
• Respond to user requests (e.g. passwords, Registration Authority (smartcard) tasks, patches)
• Manage reception/telephony duties and escalate where needed
• Update multiple databases with additions and changes to configuration items
• Update tickets in the ITSM/ESM tool after every interaction with the customer or the equipment the ticket pertains to, to ensure a full audit trail of actions, and full reporting capability
• Project work and other service delivery requirements may, on occasion, necessitate a temporary adjustment to the post holder’s normal working hours. Where such changes are required, at least five working days’ notice will be provided wherever possible. Any changes will be made in consultation with the post holder and in accordance with Agenda for Change terms and conditions.
• Post holders will be required to work from different Trust sites to provide operational cover for colleagues during periods of absence, such as annual leave, sickness, or other unplanned staffing gaps. Where cover is required for more than one consecutive day, this may involve overnight stays. Reasonable travel and accommodation arrangements will be made in line with Trust policy.

Collaboration with the Digital Service Desk

• Assist the Service Desk team during periods of high demand by responding to routine service requests and incidents within skill scope, particularly where asset or configuration data is involved.
• Monitor designated Service Desk queues (e.g. hardware/software requests, starter/leaver/change tickets) and escalate urgent or misrouted items appropriately.
• Maintain awareness of key Service Desk processes and provide configuration or asset input to help resolve tickets more efficiently.
• Provide operational cover to the Digital Service Desk during planned or unplanned absences, contributing to continuity of front-line support.
• Support users with Smartcard queries, minor digital access issues, or equipment status checks during collaborative working with the Service Desk.

Working Conditions and Additional Information

• The post holder will have use of their own car with accompanying business insurance, with the flexibility to travel to all 130+ EEAST sites on a regular basis
• There will be a requirement to drive, to carry heavy equipment, to work under desks, at heights and in small spaces
• Adhere to all EEAST procedures including Health & Safety
• Carry out other delegated duties as required by the SACM Manager or Team Leader