Job overview

We have 3 Officer posts available: two in Norwich, one at Chelmsford EOC. Please specify which location you would like to be considered for at the top of your 'Supporting Information' section.

The post holder is responsible for supporting day-to-day service asset and configuration management activities. This includes, but is not limited to:

Imaging, deployment, asset tracking and recovery
Stock control and replenishment across multiple sites
Responding to equipment requests in line with service standards
Site visits for inventory audits, updating the CMDB and other asset records accordingly
Secure receipt, handover, and dispatch of assets, updating the CMDB and other asset records accordingly
Contributing to effective delivery of EEAST Digital Asset Management services
Assisting with the secure disposal of obsolete equipment

This role forms a key part of the Digital Live Services team, working closely with clinical, operational, and administrative staff to ensure reliable and accountable use of technology.

This is a hardware-focused, fully on-site based role, with participation in an on-call rota as required.

The role also contributes to wider service administration and supports continuous improvement, ensuring digital services align with the needs of clinical and corporate users across EEAST.

Main duties of the job

•    Respond to Service Requests for equipment in accordance with standard operating procedures. Track IT equipment, including the build and dispatch of hardware ready for end user installation, for both BAU and project needs.
•    Support site visits for regular inventory audits to validate asset records. Ensure timely return of overdue loan equipment and unused/obsolete assets.
•    Assist with stock control, report stock levels and provide replenishment services in line with approved business and project requirements.
•    Co-ordinate receipt and dispatch of assets. Control and audit movement of equipment per EEAST security policy. Maintain stock rooms to health and safety standards.
•    Arrange for secure disposal of obsolete assets.
•    Contribute to updating operational support procedures and service documentation.
•    Participate in implementation of business, organisational and technological changes. Contribute to development of the SACM function.
•    Maintain awareness of IT service and business developments to ensure service quality.

Communications and Stakeholder Engagement

•    Build strong relationships with customers and teams reliant on SACM inputs.
•    Liaise with internal IT support and external suppliers for effective resolution of issues.
•    Coordinate with teams to ensure all changes are recorded and evaluated.
•    Liaise with wider EEAST teams and departments as required.

Technical and Asset Responsibilities

•    Deliver the EEAST SACM service Trust-wide
•    Image, configure and deploy IT hardware
•    Wipe, decommission, and arrange secure disposal of equipment
•    Maintain databases, CMDB and IT asset systems (e.g. ITSM/ESM tool)
•    Manage local stock and support audit readiness
•    Monitor stock reports and replenish as required
•    Assist in user hardware onboarding and offboarding, including travelling to user base stations to retrieve hardware from leavers. Updating CMDB records accordingly to avoid inappropriate cross-charging of non-returned equipment

Service Support and Administrative Duties

•    Maintain records in accordance with EEAST and IG standards
•    Prepare and distribute devices with basic user guidance
•    Use spreadsheets and databases for reporting and tracking
•    Respond to user requests (e.g. passwords, Registration Authority (smartcard) tasks, patches)
•    Manage reception/telephony duties and escalate where needed
•    Update multiple databases with additions and changes to configuration items
•    Update tickets in the ITSM/ESM tool after every interaction with the customer or the equipment the ticket pertains to, to ensure a full audit trail of actions, and full reporting capability
•    Project work and other service delivery requirements may, on occasion, necessitate a temporary adjustment to the post holder’s normal working hours. Where such changes are required, at least five working days’ notice will be provided wherever possible. Any changes will be made in consultation with the post holder and in accordance with Agenda for Change terms and conditions.
•    Post holders will be required to work from different Trust sites to provide operational cover for colleagues during periods of absence, such as annual leave, sickness, or other unplanned staffing gaps. Where cover is required for more than one consecutive day, this may involve overnight stays. Reasonable travel and accommodation arrangements will be made in line with Trust policy.

Collaboration with the Digital Service Desk

•    Assist the Service Desk team during periods of high demand by responding to routine service requests and incidents within skill scope, particularly where asset or configuration data is involved.
•    Monitor designated Service Desk queues (e.g. hardware/software requests, starter/leaver/change tickets) and escalate urgent or misrouted items appropriately.
•    Maintain awareness of key Service Desk processes and provide configuration or asset input to help resolve tickets more efficiently.
•    Provide operational cover to the Digital Service Desk during planned or unplanned absences, contributing to continuity of front-line support.
•    Support users with Smartcard queries, minor digital access issues, or equipment status checks during collaborative working with the Service Desk.

Working Conditions and Additional Information

•    The post holder will have use of their own car with accompanying business insurance, with the flexibility to travel to all 130+ EEAST sites on a regular basis
•    There will be a requirement to drive, to carry heavy equipment, to work under desks, at heights and in small spaces
•    Adhere to all EEAST procedures including Health & Safety
•    Carry out other delegated duties as required by the SACM Manager or Operational Lead

Working for our organisation

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties. 

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.