This is an exiting development opportunity to gain the knowledge and experience to become an Endpoint Technician.
The Endpoint Technician is a key role within the Endpoint team. The role is Responsible for assisting in the management and delivery of operational services to the Trust, ensuring the Endpoint function is delivered in accordance with Service Level Agreements whilst maintaining high levels of system availability and customer satisfaction.
The role utilises technical expertise to provide first and second line Endpoint support, ensuring that requests from users for assistance are handled promptly and effectively. Duties include: -
- Regularly monitor incidents, status and speed of resolution of enquiries and problems
- Endpoint deployment, maintenance & development
- Escalate any recurring problems which users are experiencing, so that a more comprehensive and effective solution can be applied
- Security and monitoring of endpoint devices and platforms
- Ensure that endpoint device associated documentation is maintained and updated
- Business Continuity & Disaster Recovery
- Configure, deploy and install endpoint associated hardware
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Our values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job
- Provide support within the Endpoint team to deliver and improve services
- Contribute to and promote an environment of pro-active support and remote management, actively reducing Incidents and problems.
- Propose Changes to processes in collaboration with other IT specialists to jointly support the business, delivery and development of services
- Manage a constant stream of conflicting priorities utilising exceptional organisation or communication skills, ensuring that complex technical information can be explained in non-technical / business terms.
- Take ownership of escalated incidents and problems, handling until an acceptable resolution is achieved and escalating when necessary
- Responsible for planning and organising straight forward tasks that may require some adjustment to support the management of continual service improvement
- Incidental contact with patients as required.
Service Delivery and Improvement
- Assist in the efficient organisation of the endpoint team within department, making best use of capacity to deliver activity within the terms of the Service Level Agreements (SLAs) and with cost effective utilisation of resources
- Monitor outstanding incidents and service requests against Service Level Agreements (SLAs), prioritising workload effectively
- Assist in ensuring that endpoint devices are proactively monitored and appropriate alerting mechanisms are in-place and fully functional.
- Ensure that calls are proactively monitored and appropriate alerting mechanisms are in-place and fully functional.
- Propose changes or service levels which impact beyond own area of work in line with pre-defined targets and Key Performance Indicators (KPIs).
- Produce reports for senior management and review a range of complex technical problems, developing appropriate solutions.
- Work with the programme teams to ensure new services are provisioned in line with project tolerances & successfully transitioned into support.
- Supporting the development or management of endpoint devices and associated platforms across all Trust Sites
- Propose changes to and Implement new procedures when introduced.
- Responsible for managing on a regular basis the testing and trialling of new equipment
- Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively completed
- Correctly record and update asset information
- Keep up to date with all Trust Policies and working practices.
- Liaise with external companies providing 3rd party support.
Financial and Performance Management
- The role has no budget responsibility in relation to the management of operational activities.
- Ensure the department meets the required performance standards
- Share and communicate performance indicators and level of performance throughout the department, taking action where required to address variance from the standard/milestone
- Provides training in own area as required
- Responsible for the safe use of equipment associated with endpoint devices across the Trust
Risk Management and Governance
- Support a culture within the endpoint team that ensures that all technical and operational employees comply with Trust policies and guidelines
- Support the endpoint team manager and other team leads in the delivery of the governance plan for the department
- Work collaboratively with colleagues to ensure that effective governance arrangements and performance management systems are in place
- Work collaboratively with colleagues to ensure that all risks are identified and included as appropriate on the organisational risk register and are progressed appropriately to reduce the risk profile
- Work collaboratively with colleagues to address complaints and incidents appropriately, learning from such events to ensure that learning is achieved across the department
VARIATION
This job description will be subject to review from time to time. Any amendments will be made in consultation with the post holder.
