Senior End User Specialist (Digital Systems)

NHS; Nottingham; On-site; GBP 46,000 - 53,000; Full time

Job description

Job summary

We have a fantastic opportunity for a highly motivated End User Senior Specialist (Digital Systems) who has the enthusiasm and ability to work in a challenging but equally rewarding Technology Services Department as part of Nottinghamshire Healthcare NHS Foundation Trust.

You will work within the End User Services Team, this sits within ICT Operations as part of the wider Technology Services function. End User Services provides a range of services to the Trust. These include deployment, maintenance and enhancement of end user device operating systems and applications, management of cloud hosted solutions.

The Senior End User Specialist is a technical role that sits within End User Services. It has delegated responsibility for key tasks enabling operational continuity and future development of Trust user device estate within their allocated specialism. It also provides elements of team leadership to specialists aligned into the function.

As part of a wider Technology Services function, a Senior End User Specialist is expected to work collaboratively with other teams. These include, but are not limited to, Digital Systems, Infrastructure, Information Security and Compliance, Clinical Applications, Software Development, Solutions Architecture and Service Management.

Main duties of the job

With guidance from the End User Services Manager, lead in maintaining operating system images, software packaging and deployment management in accordance with Trust, industry, and national standards with reference to ITIL service management processes.

With guidance from the End User Services Manager, lead on the management and configuration of Microsoft Teams with a focus on the telephony element of the tool.

This role is critical in ensuring the efficiency and security of our ICT infrastructure, supporting healthcare professionals in delivering outstanding patient care.

To provide team coordination and supervision to the End User Specialists aligned to this role.

The Technology Services department provides out of hours support and the Senior End User Specialist (Digital Systems) must be willing to participate in out of hours roster if requested.

A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.

About us

#TeamNottsHC comprises over 11,000 dedicated colleagues who #MakeADifference every day. We deliver intellectual disability, mental health, community health, forensic, and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire, and South Yorkshire. Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.

We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.

We offer a variety of employee-led staff networks, including Equality, Diversity, and Inclusion (EDI) groups, the Green Champions network, the Freedom to Speak Up network, the Health and Wellbeing Champions network, and the Menopause Champions network. These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.

The health and wellbeing of our colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.

The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment.

Date posted: 11 April 2025

Pay scheme: Agenda for change

Band: Band 7

Salary: £46,148 to £52,809 a year per annum

Contract: Permanent

Working pattern: Full-time

Reference number: 186-401-25-CS

Job locations: Duncan MacMillan House, Porchester Road, Nottingham, NG3 6AA

Job responsibilities

Role Purpose:

With guidance from the End User Services Manager, lead in maintaining operating system images, software packaging and deployment management in accordance with Trust, industry, and national standards with reference to ITIL service management processes.

With guidance from the End User Services Manager, lead on the management and configuration of Microsoft Teams with a focus on the telephony element of the tool.

This role is critical in ensuring the efficiency and security of our ICT infrastructure, supporting healthcare professionals in delivering outstanding patient care.

To provide team coordination and supervision to the End User Specialists aligned to this role.

Key Accountabilities:

1. Act as a primary technical authority within the support team. Providing in person and remote support to Trust staff. You will be required to liaise with staff directly as part of the troubleshooting process.
2. Provide proactive specialist advice, development, and management of systems within their area of specialism.
3. Work with appropriate teams to ensure appropriate back up and retention of applications and related data.
4. Coordinate and complete upgrade and maintenance activities including patch, upgrade, hot fix deployment in line with agreed schedules and processes.
5. Design, development and deployment of proactive performance and integrity monitoring for the supported services.
6. Assist with resolution of Service Desk calls and underlying problem diagnosis as appropriate in line with agreed SLAs or OLAs.
7. Raise, implement, and review technical change requests in line with the Trust ICT Change Management Policy.
8. Work with Solutions Architects and End User Specialists to review and develop solutions and technical designs.
9. Work with Project Managers and Programme Managers on projects as directed by the End User Services Manager.
10. Lead on non-project work packages to deploy minor works and agreed solutions.
11. Line management of allocated resource; supervisions, appraisals, annual leave and sickness management, work coordination.
12. To undertake any other duties that would be a reasonable expectation of the role or directed by the End User Services manager.

Person Specification

Values and Behaviours Essential

• All colleagues are expected to demonstrate that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values: Trust, Honesty, Respect, Compassion, Teamwork.
• All colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust's expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation.

Physical Requirements Essential

• Ability to carry, manoeuvre, transport equipment.

Qualifications - Academic / Craft / Professional Essential

• Must have either; substantial experience in a 2nd line technical support role working with relevant technologies; or some experience working in a 2nd line technical support role with relevant technologies as well as a level 6 qualification (Bachelor's degree equivalent).

Training Essential

• Knowledge of ITIL.

Desirable

• Relevant technical certification (eg. MCSA) or technical degree level qualification.
• ITIL v3 or above Foundation Certificate.

Experience Essential

• Excellent experience in Systems Support or Administration with an understanding of desktop operating systems (Microsoft Windows), system administration tool sets, such as Active Directory.
• Willingness to train and support colleagues, junior IT staff and end users as necessary.
• Experience in delivering high quality documentation around processes and procedures.
• Evidenced experience of managing and configuring relevant tools such as InTune, MS Teams, Luware, Clobba or Teams Admin centre.
• Experience of third party engagement and shared responsibility service provision.

Desirable

• Substantial Extensive experience 3rd line engineer role working with experience of deployment tools and techniques.
• Experience of staff leadership and workload planning.

Knowledge Essential

• Maintain awareness of technology trends and best practice within the technology sector with attention to how that may be applied to health care setting.
• Awareness of IT Security principles and techniques such as penetration testing.
• An understanding of the principles IaaS, PaaS, SaaS and On Premise solutions.
• A knowledge of, maintaining and deploying standardised operating system (desktop, laptop, and mobile devices) images.
• In depth knowledge of monitoring infrastructure health and performance via appropriate tools.

Desirable

• An understanding of monitoring and alerting tools such as Lansweeper and Microsoft Sentinel.
• Awareness of cloud technologies, specifically around Microsoft Azure and Office 365.
• An interest in modern deployment methods and tools, such as Microsoft Autopilot for automated and streamlined deployment and provisioning.

Skills Essential

• Ability to work on multiple workstream simultaneously and to agreed timescales.
• Ability to work without supervision for prolonged periods of time, implementing planned work to agreed timescales.
• Ability to explain complex technical concepts to non-technical staff.
• Exceptional stakeholder engagement skills and strong customer focus.

Contractual Requirements Essential

• Must be willing to participate in out of hours roster if requested.
• Regular attendance at Trust sites.
• A full current valid UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name: Nottinghamshire Healthcare NHS Foundation Trust

Address: Duncan MacMillan House, Porchester Road, Nottingham, NG3 6AA

Employer's website: https://www.nottinghamshirehealthcare.nhs.uk/ (Opens in a new tab)