Job Description

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 team, 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.



A senior end user technology engineer is responsible for solving complex technical problems. At this role level, you will:

manage, co-ordinate and prioritise tasks to resolve complex technical incidents as quickly as possible work closely with IT service teams to fix technical problems and identify and escalate repeat issues to the lead end user computing engineer, the incident or problem manager day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision

Skills needed for this role

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

Analyse and assess impact, and develop and document change requests Implement complex changes based on requests for change, and apply change control procedures

Continual service improvement

Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions Support specific activities to improve processes Spot or identify deficiencies

Financial management

Safe and efficient use of expensive equipment by users, including the install, running and maintenance of equipment and software

Incident management

Diagnose and prioritise incidents, investigate their causes and find resolutions

Ownership and initiative

Own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Initiate and monitor actions to investigate patterns and trends to resolve problems Effectively consult specialists where required Determine the appropriate remedy and assist with its implementation Determine 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 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

Use management system software and tools Use logical schemata to investigate problems, collect performance statistics and create reports Carry out the routine configuration, installation and reconfiguration of database and related products Optimise performance and forecast resource needs

Technical understanding

Understand the core technical concepts related to the role, and apply them with guidance Demonstrate experience and knowledge in one or more of the domains:

o End User Computing

o Print

o Mobile

o Collaboration Services

Testing

Review business requirements and specifications, and define test conditions Identify issues and risks associated with work Analyse and report test activities and results

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 Deputise for the Lead Engineer 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 application landscape.