Job Description

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 Build Team, working as the build function within Digital Services. You will be building and setting up IT equipment for clinical and corporate staff and providing and IT Equipment collection service for the trust.



Working as a Endpoint Configuration Analyst covering 3 main elements of the role:



Building Devices



Distributing IT kit including initial set-up with the user where required



Adhering to and helping to develop internal processes



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.



1. Using a range of software programmes to produce, maintain and distribute IT kit to customers. This will include basic set up of IT kit whilst maintaining spreadsheets, updating databases with standard information and distribution of devices. Distribution may include basic explanation to the customer on usage



2. Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience



3. Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner



4. Researching appropriate websites, downloading and circulating documents, as requested



5. Identify and report areas within working processes, procedures and policies that could improve service delivery. Will be required to feedback on comment on proposed changes to relevant polices impacting on their work area.



6. To maintain schedules and diaries, organise and service meetings and provision of devices, which may involve travel to and from other venues. This will include resolving appointment conflicts, issuing meeting invitations, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors



7. Work is managed, rather than supervised and results/outcomes are assessed at agreed intervals.



8. Responsible for planning tasks and activities to ensure demands of the service are met, being able to prioritise own activity to meet changes in service need or respond to urgent requests.



9. To undertake receptionist/telephonist duties, receiving and processing telephone calls, including referrals, which may be urgent, to correctly process provision



10. To communicate with customers at an appropriate level providing clear information and guidance and dealing with customer's fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries



11. Required to communicate with external support to troubleshoot issues IT assets



12. To be responsible for the efficient use of telephony equipment and supplies, monitoring and maintaining stock levels



13. Inputting onto various databases and systems, e.g. Spreadsheets, VCO, SNOW within the required timescales and deadlines.



14. To report maintenance, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times.



15. In conjunction with colleagues, to be responsible for assets are accurately recorded and compliance with procedures



16. To implement policies for own work area and propose changes, as necessary and demonstrating required duties to new starters



17. It is the post holder's responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.



18. Responsible for the safe and proper use of high value IMT equipment for configuration of IMT assets and software installation as required



19. Responsible for completing a range of IMT support requests by analysing the request and information provided to identify and resolve the issue. Postholder will be competent to repair and fix issues using their knowledge and judgement escalating to senior colleagues as and when required for complex matters in a timely manner.



20. Responsible for providing instruction and practical training to other staff on use of IT asset devices, software and applications.