Engineer - End User Technology

at  Moorfields Eye Hospital NHS Foundation Trust

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.
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.
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
Salary including High-Cost Area Supplement
Opportunity to join the NHS Pension Scheme
Free 24/7 independent counselling service
Learning and development opportunities
Easy and quick transport links
A range of attractive benefits and discounts
Access to Blue Light Card and other NHS Discount Schemes
Free Pilates classes
Full support and training to develop your skills
Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
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
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