Endpoint Specialist

The Endpoint Specialist is a key member of the endpoint team, the post is responsible for operational maintenance of endpoint devices and technical device management or support. The role utilises expert knowledge to act as a point of escalation and co-ordinates or schedules junior staff within the team. The post-holder will act as a technical expert on Trust wide IT hardware deployments or issues, providing support for Business As Usual (BAU), and working closely with other teams within the department to resolve issues.

The post holder is also responsible for working closely with the project teams, ensuring endpoint team tasks are identified, planned and executed effectively. This involves working as part of a team or on an individual basis with 3rd party vendors, internal or external stakeholders and other technical experts, ensuring assigned project tasks are completed within project tolerances.

Experience with Windows 10, M365, VDI, Fat/Thin client would be ideal with great communication skills and able to relay technical issues to an end user in terms they can understand.

The role incorporates customer care, vendor or relationship management, operations and communications co-ordination. Responsibilities include:
- Utilise expert knowledge to resolve a range of varied, complex technical issues and explain complex situations in simple terms to staff at all levels
- Respond to technical enquiries regarding the appropriate purchasing, disposal, and effective use of IT equipment from all departments in accordance with Trust policies and procedures
- Escalate any recurring problems which users are experiencing, so that a more comprehensive and effective solution can be applied
- Provide expert support or guidance relating to IT Hardware deployment, service requests, problems or issues
- Liaise with 3rd party vendors as required, ensuring that sufficient technical information is provided for each call logged
- Ensure that Endpoint device documentation is maintained and updated
- Schedule resources and execute work packages allocated and relating to IT Hardware deployment, service requests, problems or issues
- Work with the Endpoint Lead and Endpoint Team Manager focusing on quality or continual service improvement

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

You will be working with a diverse customer base of users ranging from Consultants, Senior Management, Nurses, Health Care Assistants, Receptionists and Secretaries. NHS experience would be beneficial, along with Microsoft Windows 10 / O365/M365, VDI Thin/Fat client support experience.

The ability to work collaboratively with colleagues to address complaints and incidents appropriately and lead by example in a pressured environment is key.

A solid team player who works well under pressure and to deadlines for the Trust.
- Ensure the efficient organisation of Endpoint services within the department, making best use of capacity to deliver activity within the terms of the Service Level Agreements (SLAs) and with cost effective utilisation of staff and non-pay resources
- Develop and maintain in-depth specialist knowledge of the relevant endpoint devices as appropriate to deliver the Trust strategy
- Log faults with 3rd party Service Desks as requested ensuring that the minimum data set information is provided for each call logged and that regular communication is maintained with the 3rd party until calls are resolved. Ensuring that for each call logged there is a corresponding log on the Trust’s IT Helpdesk.