Endpoint Support Engineer

at  Norfolk Community Health and Care NHS Trust

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 Desk 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 Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10, Office 365 and a number of internal applications.
Working as a IT Desktop engineer covering 4 main elements of the role:
Remote fixes
Site Visits
Build
Repairs
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.
Providing IT second line customer focused support for both clinical and corporate customers
Ensure all work/ calls are recorded within the call management system through the IT Service Desk
To be prompt and meticulous in updating of daily Incidents and Request for Service handled into the call management system ensuring all relevant details are captured
To be responsive and pro-active when investigating and diagnosing incidents by providing telephone remote support to restore normal service as quickly as possible
Monitoring and tracking incidents, escalating where necessary hierarchical or functionally
Prioritise, organise and re-classify IT incidents, requests for service and queries, documenting additional information gained and actions carried out in line with the Support Services standards and Digital Services service level agreement
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
Responsible for the Installation/ setup, repair and maintenance of workstations, local software, peripherals and telephones in accordance with the Digital Services SLA. Configure settings, network services and printer facilities
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
Analyse information presented and gained from the customer to enable diagnostics of workstations and peripheral equipment using remote Digital Services approved tools
Undertake site visits where necessary to rectify software/hardware problems, undertake moves and changes & roll out new hardware for technology refresh/project work
Responsible for the maintaining the Digital Services antivirus, Sophos console, and data integrity within the call management system
Ensure all Endpoint asset information is kept up to date
Escalate calls in jeopardy of failing service level targets to the Endpoint Services Manager
Assist the Endpoint Specialists with the development of new build images
Contribute to the creation of second line technical process maps and assist in keeping documentation up to date, making recommendations of service\ documentation improvement to the Endpoint Services Manager
Provide customer-focused IT service, manage customer expectations by keeping customers informed of progress, provide consistent information\ advice using the appropriate technical language to suit the audience when explaining complex technical resolution or guidance
Other second line activities as directed to continuously improve service and strive for best practice
Provide peer training within the Endpoint Engineering team to ensure a multi-skilled team and knowledge transfer
Presenting a positive image of Digital Services at all times and comply with all Corporate Polic

Please refer the Job description for details