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Job description

PREVIOUS APPLICATS NEED NOT APPLY

The Endpoint Entry Level position is a key role within the Endpoint team, the role incorporates customer care, relationship management, operations and Communications co-ordination. For all of these functions, the post holder is expected to understand, meet and exceed their customers' requirements and have the ability to explain IT issues to non IT staff. The post holder is responsible for supporting, maintaining, upgrading and offering guidance to users of the Trusts endpoint devices. This includes Thin Clients, Fat Clients, Windows 7, Windows 10, Printer support and PC peripherals.

Duties include: -

• Deal with a range of varied technical issues to resolution, able to translate and explain complex situations in simple terms to all levels of staff
• Escalate to Line Manager any issues which cannot be resolved by members of the Endpoint Team
• Highlight any recurring problems which users seem to be experiencing, so that a more comprehensive and effective solution can be applied
• Facilitate the return or replacement of endpoint equipment and ensure records are kept up to date for audit purposes
• Attend and contribute to the relevant meetings, including project or team meetings
• Work to call resolution targets as set out in the relevant Service Level Agreements (SLA’s)
• Log faults with 3rd party support teams ensuring that sufficient information is provided for each call logged
• Maintain regular communication with the 3rd party support teams, ensuring issues are resolved and for each call logged, maintain a corresponding log on the Trust’s IT Helpdesk

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.

We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.

All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.

Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.

Working in a busy environment but with colleagues who work well under pressure and work hard on a daily basis. Friendly team who are based on site and work through open issues together and support in place for training.

A solid team player who works well under pressure and acts to deadlines for the Trust.

Working closely with fellow colleagues and working with the IT Service Desk on calls coming through and also with the Infrastructure technical team on processes, training, improvements.

Key Tasks

• Provide support within the Endpoint team to deliver and improve services
• Continually improve customer perception and satisfaction, enhance the customer experience with provision of a high standard of endpoint support
• Build, support and maintain endpoints throughout the Trust, this includes PC’s, Printers, Thin Clients and PC peripherals
• Assist in the Management of equipment stores, ensuring adherence to policies or procedures
• Maintain work areas in a tidy, efficient manner, ensuring tools or equipment is stored safely and is accessible
• Deploy new hardware across the Trust, ensuring that endpoints are configured and installed to the relevant standards
• Assist the programme teams to ensure upgrades or new hardware deployments are completed in line with project tolerances