South London and Maudsley NHS Foundation Trust
The Deployment Engineer will provide 2nd level support service as part of a team within the Service Delivery function, ensuring that our users both internal and external have the best possible experience and outcomes.
The primary function of this role will be the day-to-day schedule of imaging and processing of IT Equipment for dispatch to the designated client sites, as well as processing equipment received back at the end of their lifecycle for asset tagging, scanning, and booking into the asset stock report or CMDB.
The post will primarily focus on the core sites of the Trust, although where necessary may support/supplement remote sites where a Trust vehicle for traveling can be provided.
Under the direction of the Workspace Manager, they will provide second line support for all Trust devices/systems and assist with project work as assigned by the Workspace Manager.
Career Progression pathways and development opportunities:
We are committed to getting the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.
Main duties of the job
The post holder will be responsible for the provision of:
1. Ensure that all tickets within work queues associated with the team are appropriately handled and completed in a responsive, timely fashion to a satisfactory standard that meets the needs of our customers.
2. In accordance with ITIL best practice for Request and Incident Management, investigate, research, and resolve the end user's requests/incidents in a responsive manner. This may be achieved by physical site visit or remotely by accessing the user's device, the exact method being instigated by the post holder's knowledge, skill, and diagnostic judgement taking into account the needs of customers and following consultation with the Workspace Manager.
3. In accordance with ITIL best practice for Release and Deployment Management, assist in the installation, configuration, and testing of both existing and new combinations of hardware and software.
4. In conjunction with Workspace Manager, undertake the installation, modification, and upgrade of both hardware and software to existing user devices in accordance with Trust policies and procedures.
5. As one of the few Trusts in London, we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role, you will be able to work Monday to Friday in the time frames from 8am to 6pm, giving you the very best of good work-life balance.
About us
Service Delivery falls within the Digital Services Service umbrella, which follows the ITIL best practice, to ensure the customers have the best possible end result. We are a small dynamic, hardworking team based in London and the Bromley area.
The Service Delivery team are based across the various sites:
* St Paul's (located in Bromley)
* Located in Bromley, a short walk from Bromley South railway station.
* Located at Denmark Hill, less than 5 minutes from the train station (zone 2).
* Located within walking distance from Eden Park and West Wickham overland stations.
Job responsibilities
Key Responsibilities:
1. Setup, imaging, and installation of devices.
2. Complete the Daily Asset Deployment requests allocated through a booking system, or via Service Management and process the assigned assets for shipping to client site or end user.
3. Control the physical identification and withdrawal of all client assets at the end of lifecycle and on the CMDB.
4. Control the identification, receipt, storage, and recording of all client assets returned at the end of the lifecycle.
5. Update CMDB tickets/calls with all relevant changes and tracking information on client assets.
6. Update and maintain asset stock reports where one is used, with all relevant changes and tracking information on client assets.
7. Assist the Service Management team to record and report asset deployment/returns metrics to ensure they are aligned with agreed Service Level Agreements (SLAs).
8. Assist the Service Management Team to perform periodic asset discovery and audit tasks of the CMDB in conjunction with asset discovery and audit tasks of physical assets within the lifecycle stores.
9. Accurately diagnose and resolve technical hardware and software issues.
10. Perform basic hardware repair tasks on client assets where necessary e.g. replacing laptop keyboards or batteries.
11. Direct or escalate requests, incidents or problems to correct personnel as required, with accurate and triaged information.
12. Identify and escalate situations requiring urgent attention; informing management of recurring incidents using the incident escalation process.
13. Testing image releases, updates and provide reports on test progress, outcomes, success rates, issues, and risks.
14. Research questions as necessary using available information resources for inclusion into the knowledge base.
15. Communicate and advise users on appropriate steps to resolve issues.
16. Assist with office moves and changes.
17. Accurately log all support/service interactions through ServiceNow.
18. Respond promptly to requests for support/service in person, via telephone, email, IM or other digital method.
19. Participate in regular team meetings.
20. Attend and contribute to regular appraisal and personal development meetings.
21. Undertake statutory Trust and job-specific training.
Person Specification
Qualifications
* Good level of general education, preferably to GCE/GCSE level standard.
* Professional IT qualification (e.g. MCP/MCSE or MCDST/A+) or sufficient equivalent experience.
* In possession of a full, clean, manual and current Driving Licence.
* ITIL V3 foundation training.
* Evidence of further professional development.
Experience
* Relevant experience in supporting users with various Operating Systems/Devices.
* Sufficient and appropriate experience of providing 1st/2nd level Operational Services support in a corporate networked environment.
* Experience of working to Service Level Agreements/Operational Level Agreements.
* Use of ITIL in a Service Desk environment.
Knowledge / Skills
* Customer focused with good verbal communication skills.
* A sound working knowledge of: PC hardware architecture and networking, Asset Management, Remote Access/Control, Software deployment, Windows 10/11 Enterprise, Office 365 suite including Teams, Active Directory, Printers and Multifunction devices (Inkjet/LaserJet/scanners), Tablets, iPads and Android, TCP/IP, VOIP & ISDX Telephone Systems, Patching Network equipment, Audio Visual equipment.
* Understanding of ITIL and key principles.
* The ability to work on occasion longer hours to get the job completed for deadlines.
* Ability to communicate effectively with all levels of staff within the Trust both verbally and in writing.
* Logical and reasoned approach to problem solving and all work aspects.
* Ability to organise and prioritise their workload in consultation with the Workspace Manager ensuring all priorities are met.
* Able to work alone whilst under time and user pressure.
* Self-motivated with a strong work ethic and desire to progress.
* Excellent team skills and ability to work with all Trust individuals/teams/departments.
* Ability to produce/maintain clear precise records.
* Analyse, interpret and understand user data formulating it into a usable ICT incident/request.
* The ability to gather and interpret data.
* Express/translate complex issues in an easily understood manner to a range of audiences.
* Excellent analytical and report writing skills.
* Facilitation of a customer focused culture within a team.
* Lifting of moderately heavy IT equipment e.g. networked printers.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
South London and Maudsley NHS Foundation Trust
£34,521 to £41,956 a year per annum inclusive of HCAS
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