Job Description

12 Month FTC available



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.



Embedded in end user technology team, this role will function within the Technical Delivery workstream of the MoorConnect Electronic Patient Record (EPR) Programme at Moorfields Eye Hospital NHS Foundation Trust. MoorConnect is a major digital transformation programme deploying a cloud based EPR across all Moorfields sites, and this role will ensure the right end user devices and peripherals are identified, tested, deployed, and supported to meet the needs of future-state clinical and operational workflows.



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:



Perform technical aspects of a Trust-wide audit to assess current device estate against EPR requirements.

Deploy and monitor pilot hardware in clinical and operational settings, gather feedback, and coordinate adjustments with internal teams and vendors.

Provide technical input into the specification and ordering of peripherals and consumables required for EPR use.

Lead the deployment and user acceptance testing of end user devices across all sites

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:



End User Computing

Print

Mobile

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:

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.