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Detailed job description and main responsibilities
To troubleshoot and resolve support incidents escalated to the EUC team via the call management system. Visiting the customer location or use remote tools to assist in troubleshooting and resolving the incident.
To participate and contribute to desktop/network surveys in order to facilitate installations and moves, ensuring the data cabling infrastructure is secure and follows all Digital Services infrastructure standards.
To provide EUC technicians with technical leadership direction and advice when required, helping with the training needs of the team and individuals.
To act as a project lead for projects within the EUC teams' remit.
To work closely with users, colleagues and third party suppliers in identifying, investigating and resolving complex problems with live systems.
To contribute to the "problem process" and to assist in the escalation of such to 3rd line support teams ensuring they are regularly reported on for progress.
To ensure that all work carried out by the EUC team complies with appropriate local, national and/or internationally recognised standards.
To take a leading role in the maintenance of quality standards (ISO) and best practice (ITIL) for the EUC team.
To be aware of technical developments in the IT community relating to their specific work areas including desktop hardware, software and system management tools and keep abreast of NHS IT guidelines, following those policies including IT security and data protection.
When required, ensure documents (knowledge base) and call flows have been implemented within the Call Management System in order to assist teams in troubleshooting.
Identify trends and issues of concern in order to suggest service improvements and in turn implement these with the Technical Support manager to improve the service.
Contribute to the business continuity and disaster recovery plan for the Technical Operations team.
To ensure when on call you are available to respond effectively and efficiently.
Ensure 'business as usual' services are maintained 24/7 - protecting the 'live' environment.
To keep adequate peripheral/network spares, routinely running stock takes, and escalating of any low stock.
Deputise for EUC Team Leader as required.
To undertake any other duties that may reasonably be required.
Person specification
Training & Qualifications
Essential criteria
* Educated to minimum Level 2 on the UK National Qualifications Framework for English, Mathematics, Science and at least three other subjects, or non-UK equivalent
* UK Category B Driving Licence
Desirable criteria
* Recognised ICT Support and maintenance training in foundation level skills such as Comptia, Microsoft
* Qualification for maintaining and supporting Microsoft SCCM, MECM, or inTune
* Microsoft certification/training for support and troubleshooting EUC devices and services
* Customer Services Skills training / qualification
* ITIL Foundation Level certification
* ISO9000 and/or ISO27001 auditing and standards
Experience
Essential criteria
* 3+ years supporting Microsoft technologies: Windows 10+11, Office 365, Teams, Active Directory
* PC, Laptop and endpoint hardware support experience
* Networking knowledge of principles and how related to endpoint troubleshooting
Desirable criteria
* 2+ years' experience working for a large NHS Trust
* Experience supporting clinical applications used in an acute NHS Trust
* VDI/VMview, Microsoft Hyper-V/App-V, VMware Composer, VMware vSphere
Communication and Relationship Skills
Essential criteria
* Demonstrable experience of providing outstanding customer service skills/experience when dealing with colleagues
* Must be able to adapt technical explanations to suit the technical proficiency of the person or group you are talking to, in a concise and empathetic manner
* Fluent in reading and writing in the English language
Desirable criteria
* Experience of building and maintaining good working relationships with a wide range of people across your own and other organisations
Analytical and Judgement Skills
Essential criteria
* Ability to analyse and interpret information and make valid contributions to decision-making at team level
* Prioritise and respond to planned and unplanned situations daily, with integrity and respect
Desirable criteria
* Able to demonstrate sound judgement in recommending cost effective solutions to ensure best value for the business
Planning and Organisation Skills
Essential criteria
* Can work both as an individual using one's own initiative and as a team member, prioritising workloads
* Takes responsibility for progressing own continuing professional development (CPD)
Desirable criteria
* Experienced in technical assessments which will result in service improvements for patients, staff and the Trust
Physical Skills
Essential criteria
* Able and willing to attend campus in person for the full duration of all shifts.
* Sufficient level of fitness to enable regular walking around large campuses, moving and handling heavy equipment, and accessing sometimes cramped or difficult spaces to provision or maintain equipment
* Able to concentrate in a busy, unpredictable, reactive environment
Other requirements specific to the role
Essential criteria
* Able and willing to participate in the Team's out-of-hours On Call rota
* Able and willing to work outside of the team's core hours when required, either at short-notice in response to an incident, or for planned works
Desirable criteria
* Able and willing to change working location at short notice in response to operational need, e.g. absence, training, customer demand
* OnCall experience
Commitment to Trust Values and Behaviours
Essential criteria
* Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
Experience
Essential criteria
* Proven experience working with a centralised device management solution such as Microsoft SCCM/MECM/inTune or LanSweeper
* Practical knowledge of administering, supporting and troubleshooting enterprise multi-function printing devices and systems
* Working knowledge and experience administering and supporting endpoint security systems, such as Antivirus, Service and port control
Desirable criteria
* Experienced peer mentor
* Experience as the lead technical contact for an ICT project
* Thorough understanding of the latest security principles, techniques and protocols
Communication and Relationship Skills
Essential criteria
* Fluent English speaker, capable of clear two-way verbal communication in English in person or using the telephone
* Ability to manage differing and sometimes conflicting demands for time and resources by customers, respectfully and with integrity
* Friendly with a professional approach
Analytical and Judgement Skills
Essential criteria
* Demonstrate a good level of analytical and problem-solving skills, specifically around technical incident management
* Able to handle sensitive information confidentially
Planning and Organisation Skills
Essential criteria
* Able to work in a high-pressure climate, with rapidly changing priorities
Desirable criteria
* Contribute to EUC service strategy to meet the needs of the Trust
Other requirements specific to the role
Essential criteria
* Dress in accordance with Trust policy and appropriate for the duties being undertaken
* Willing to drive Trust vehicles in line with duties
Desirable criteria
* Willing to use own vehicle for Trust duties where a Trust vehicle is not available or appropriate
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Applicants are kindly requested to refrain from using AI at any stage during the recruitment process.
Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.
Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.
Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application
NUH are now able to offer application completion support and interview preparation support. Please follow the link to book onto our sessions: Support for NUH Job Applications
If you are aged 16 or 17 and applying for a role that is more than 20 hours a week, please be aware that you will be asked to commence an Apprenticeship within the Trust alongside your role, as long as there is a suitable apprenticeship standard available. This is in line with the current guidance in England that whilst young people under the age of 18 can leave school (on the last Friday in June) they must then do one of the following:
* Stay in full-time education, for example at a college
* Start an Apprenticeship
* Spend 20 hours of more a week working or volunteering, while in part-time education or training
For more details visit; School leaving age - GOV.UK (www.gov.uk)
Salary: The quoted salary will be on a pro rata basis for part time workers.
Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
At Risk of redundancy: NHS employees within the East Midlands who are 'at risk' of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.
International Recruitment: If you are applying for a role with us from outside of the UK then please read the guidance on applying for a health or social care job in the UK from abroad.
ID and Right to work checks: NUH authenticate ID and right to work documentation including passports and driving licenses through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.
Consent:
* Transfer of information: If I have previous NHS service - I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.
* Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£49.50 for enhanced and £21.50 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month's pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.
* For more information about our organisation and the career opportunities available, please visit our website and/or follow us on Instagram, Twitter and Facebook
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
* Job Description (PDF, 294.2KB)
* Person Specification (PDF, 194.9KB)
* Mindful Employer (PDF, 242.5KB)
* Equality and Diversity (PDF, 122.3KB)
* Equal Opportunities (PDF, 57.4KB)
* Disability Confidence Scheme (PDF, 51.0KB)
* Rehabilitation of Ex Offenders (PDF, 106.0KB)
* Application Process Booklet (PDF, 24.8MB)
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