Detailed job description and main responsibilities

•    Provide support within the Endpoint team to deliver and improve services
•    Contribute to and promote an environment of pro-active support and remote management, actively reducing Incidents and problems.
•    Propose Changes to processes in collaboration with other IT specialists to jointly support the business, delivery and development of services
•    Manage a constant stream of conflicting priorities utilising exceptional organisation or communication skills, ensuring that complex technical information can be explained in non-technical / business terms.
•    Take ownership of escalated incidents and problems, handling until an acceptable resolution is achieved and escalating when necessary
•    Responsible for planning and organising straight forward tasks that may require some adjustment to support the management of continual service improvement
•    Incidental contact with patients as required.

Service Delivery and Improvement
•    Assist in the efficient organisation of the endpoint team within department, making best use of capacity to deliver activity within the terms of the Service Level Agreements (SLAs) and with cost effective utilisation of resources
•    Monitor outstanding incidents and service requests against Service Level Agreements (SLAs), prioritising workload effectively
•    Assist in ensuring that endpoint devices are proactively monitored and appropriate alerting mechanisms are in-place and fully functional.
•    Ensure that calls are proactively monitored and appropriate alerting mechanisms are in-place and fully functional.
•    Propose changes or service levels which impact beyond own area of work in line with pre-defined targets and Key Performance Indicators (KPIs).
•    Produce reports for senior management and review a range of complex technical problems, developing appropriate solutions.
•    Work with the programme teams to ensure new services are provisioned in line with project tolerances & successfully transitioned into support. 
•    Supporting the development or management of endpoint devices and associated platforms across all Trust Sites 
•    Propose changes to and Implement new procedures when introduced.
•    Responsible for managing on a regular basis the testing and trialling of new equipment
•    Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively completed
•    Correctly record and update asset information
•    Keep up to date with all Trust Policies and working practices.
•    Liaise with external companies providing 3rd party support.

Financial and Performance Management

•    The role has no budget responsibility in relation to the management of operational activities.
•    Ensure the department meets the required performance standards
•    Share and communicate performance indicators and level of performance throughout the department, taking action where required to address variance from the standard/milestone
•    Provides training in own area as required
•    Responsible for the safe use of equipment associated with endpoint devices across the Trust

Risk Management and Governance

•    Support a culture within the endpoint team that ensures that all technical and operational employees comply with Trust policies and guidelines
•    Support the endpoint team manager and other team leads in the delivery of the governance plan for the department
•    Work collaboratively with colleagues to ensure that effective governance arrangements  and performance management systems are in place
•    Work collaboratively with colleagues to ensure that all risks are identified and included as appropriate on  the organisational risk register and are progressed appropriately to reduce the risk profile
•    Work collaboratively with colleagues to address complaints and incidents appropriately, learning from such events to ensure that learning is achieved across the department

VARIATION
This job description will be subject to review from time to time. Any amendments will be made in consultation with the post holder.