Job Description Role Title: Service Desk Network Engineer Band: 6 Hours of Work: 37.5 per week (plus on-call duties) Location: Cambridge Reporting To: Service Desk Manager Salary: £39,205 to £47,084 Role Summary: The Service Desk Network Engineer is responsible for the day-to-day technical support and service delivery of Unified Communications applications and systems. This role involves maintaining high standards of service and support across various technologies, including telephony, paging, and IT applications, ensuring the needs of internal stakeholders are met effectively and efficiently. The role also involves contributing to strategy implementation and project delivery within the Unified Communications domain. Role and Responsibilities Working Relationships: Actively contribute to the Unified Communications Team’s objectives, ensuring collaboration and a patient-centered approach. Represent the department in meetings as required and maintain positive working relationships with internal and external stakeholders. Duties and Responsibilities: Provide first-line technical support for telephony, paging, radios, IT applications, and desktop systems, ensuring timely resolution of issues. Assist in developing strategies for Unified Communications, including standardizing service delivery and implementing new technologies. Act as a point of contact for technical support, ensuring accurate problem resolution and excellent customer service. Deputize for the Service Desk Manager when necessary, including attending meetings and coordinating activities. Liaise with service providers and contractors to resolve external faults and track progress until completion. Manage supplier contracts and supervise contractor work to ensure quality and timeliness. Maintain disaster recovery and business continuity plans for Unified Communications services. Participate in the duty engineer on-call rota to ensure consistent support for the organization outside of normal hours. Operational Responsibilities: Conduct routine maintenance of equipment and applications, including upgrades, troubleshooting, and system patches. Replace faulty equipment and ensure the maximum uptime of central systems. Provide centralized data backup and restoration services. Monitor technological developments and integrate new tools and practices to improve service delivery. Design and deliver training and documentation for products or services as needed. Produce ad-hoc reports to assist in planning, complaints investigations, and quality improvement. Perform technical programming and maintain operational systems, ensuring accuracy and compliance with organizational standards. Project Responsibilities: Maintain detailed records of projects, including project briefs and progress notes. Lead, supervise, and deliver assigned projects, ensuring adherence to quality, budget, and time requirements. Maintain effective communication with stakeholders to ensure project goals are met. Engage with clinical teams and other departments to manage service changes effectively. Areas Covered: On-site: All Trust premises. Off-site: Designated off-premises locations. Person Specification Qualifications: Relevant degree or equivalent technical certifications in IT or Unified Communications. Demonstrable experience in technical support and service delivery within a Unified Communications or IT environment. Additional certifications related to network engineering or Unified Communications (e.g., CCNA, ITIL) are desirable. Experience: Proven track record in supporting Unified Communications services such as telephony, paging, and IT applications. Experience in managing suppliers, contracts, and external service providers. Familiarity with backup and disaster recovery processes. Hands-on experience with project delivery in a technical environment. Skills: Strong technical problem-solving abilities. Excellent interpersonal and communication skills to engage effectively with stakeholders at all levels. Ability to manage time and prioritize tasks effectively. Proficiency in documenting processes, systems, and project records. Attributes: Self-motivated and able to work independently or as part of a team. Willingness to learn and adapt to new technologies. Strong commitment to providing high-quality support services. Empathy and understanding when engaging with clinical and non-clinical teams. Health and Well-being: Candidates should be aware of health risks associated with the role and ensure they can fulfill the responsibilities without compromising personal health. Must comply with organizational policies, including smoke-free campus regulations. Additional Information: The post-holder will be required to participate in an on-call rota. Occasional out-of-hours work may be necessary to minimize the impact on services. The role requires attention to detail, especially in technical programming and project management.