We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, a.....
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.
Based in the vibrant and fast developing high tech quarter centred around City Road, Hoxton and Shoreditch, we have:
• A lively working atmosphere
• Easy and quick transport links
• Affordable housing in the coolest new developments right on the doorstep
• Career development opportunities for staff at all levels
• A range of attractive benefits that include eye care, generous holidays, and an excellent pension scheme.
A lead end user technology engineer has expert technical understanding and is accountable for vendor and supplier management. At this level, you will work with relevant IT operations and other functions, such as technical architecture and be responsible for the management and development of a team of end user technology engineers.
Leadership
• Provide leadership and direction to the direct team and wider IT Operations teams
• Lead (direct line management) the end user technology team, managing absence and financial management, developing the teams’ skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps
Asset and configuration management
• Conduct life cycle management for assets including hardware, software, intellectual property, licenses and warranties
• Manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio
• Help to improve investment decisions and capitalise on opportunities
• Document information relating to assets including identification, classification and specification of all items, and information related to storage access and versions
• Apply status accounting and auditing in line with relevant criteria
Availability and capacity management
• Ensure the correct implementation of standards and procedures, identifying capacity issues, stipulating the required changes and instigating these. You know how to initiate remedial action.
Change management
• Deal with high impact and/or risk, complex change requests
• Ensure that release policies, procedures and processes are applied for own team
Continual service improvement
• Analyse current processes, identify and implement opportunities to optimise processes and lead + develop a team of experts to deliver service improvements
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards
Financial management
• Responsible for the proper and safe use of IT equipment by users, including expensive IT equipment and software
• Support the purchase of software, hardware and services relating to IT Operations
• Managing the finances of your direct team – covering on-call, temporary staffing, overtime and expenses
Incident management
• Lead the investigation, resolution and learning of incidents, including Post Incident Reviews (PIR) for your service portfolio for critical or major events
Ownership and initiative
• Take accountability for issues that occur and be proactive in searching for potential problems
• Achieve excellent user outcomes
Problem management
• Ensure the right actions are taken across the team to investigate, resolve and anticipate problems
• Effectively consult specialists where required
• Coordinate the team to investigate problems, implement solutions and take preventative measures
Service reporting
• Responsible for ensuring the service management platform is up-to-date at all times with Customer Service activities for your team
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set
Service focus
• See the bigger picture and investigate how to get the best out of underlying services
• Represent the service in Service Design and Transition activities, to ensure a smooth transition of products from delivery into live service
• Take inputs and establish coherent frameworks that work
Service reporting
• Responsible for ensuring that the service management platform is kept up-to-date with all Customer Service activities at an individual and team level.
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set
Technical specialism
• Draft and maintain procedures and documentation for the End User Computing team
• Set standards for the definition, security and integrity of objects, and ensure conformity to these standards
Technical understanding
• Understand the core technical concepts related to the role, and apply them with guidance
Testing
• Manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications
• Provide authoritative advice and guidance on test planning
• Identify process improvements and contribute to the definition of best practice
User focus
• Collaborate with user researchers and can represent users internally
• Explain the difference between user needs and the desires of the user
• Champion user research to focus on all users
• Prioritise and define approaches to understand the user story, guiding others in doing so
• Offer recommendations on the best tools and methods to use
Other Duties:
• Participate in the on-call service
• Deputise for the IT Service Manager as required
• Occasional work may be required outside of core business hours to support major projects / programmes
• Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the technology landscape
• All other reasonable requests
This advert closes on Sunday 7 Jan 2024