Service Desk Network Engineer

Job description and Person Specification – Non Clinical Roles (excluding Admin bands 2-4)

Thank you for considering a role at Cambridge University Hospitals NHS Foundation Trust, which includes Addenbrooke’s and the Rosie Hospitals.

About Us

The Trust is one of the largest and busiest hospitals in the country and is a leading clinical and academic centre with a national and international reputation for excellence. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. It is their teamwork, energy, commitment and imagination that make us one of the best hospitals in the UK.

Our Values

The Trust’s philosophy is to keep the patient at the heart of everything we do and we expect staff to uphold our values of Together - Safe, Kind, Excellent at all times. The Trust’s Values and Behaviour Standard is attached to this job description; it provides more information about the type of behaviour we expect and love to see, and those we do not want to see. In considering whether to apply for the post you should consider whether you understand and feel able to live our Values.

Job Title: Service Desk Network Engineer

Band: 6

Hours of Work: 37.5 per week (plus On-Call)

Location: Unified Communications, Capital, Estates & Facilities Management Directorate

To Whom Responsible: Service Desk Manager

Job Summary:

The role of the Network Engineer is to support the Service Desk Manager, in close co-operation with other colleagues, with the responsibility for successful implementation and ongoing management of Unified Communications applications and systems, as well as implementation of strategy and programmes of work.

The post holder is responsible for the day-to-day technical support and service delivery of all Capital, Estates and Facilities Management products provided within the Trust and supported by Unified Communications, to ensure that patients, staff, visitors and the public receive a high standard of service and support from the Trust. Providing support for the software and hardware of central servers, backup systems and general network infrastructure.

The post-holder will contribute to the preparation of project plans, reports, quality improvement processes and development work to cost and time targets as agreed with the Service Desk Manager.

Key Duties and Responsibilities:

1. Being a member of the Unified Communications Team, the post-holder has both a group and individual responsibility for defined aspects of the service and will ensure that their contribution is both positive and beneficial in helping both the Capital, Estates and Facilities Management Directorate and other departments within the Trust, to fulfil the Trust’s overall objectives.
2. The post-holder will contribute to the work of the Unified Communications Service Desk with the guidance of the Service Desk Manager and other colleagues, to ensure that all services meet agreed standards and a patient centred approach. The post-holder carries a personal responsibility to plan their time, in collaboration with the Service Desk Manager, to ensure they complete allocated tasks within agreed timescales and within the constraints of the Trust’s Standing Financial Instructions. The post-holder will be required to represent the department, Division or service in meetings as and when required.
3. The post holder will be expected to undertake first line technical support for the Unified Communications Team, this includes all of the services and related systems provided by the team on site. This could include, but is not limited to: support of telephony, paging, radios, IT applications and desktop support. Specifically, the Network Engineer will be expected to provide a front-line service desk service to users, which includes responding to phone calls, email or walk-ins, and creating tickets to track work to completion. This requires the ability to understand complex technical issues, effectively gauge the response required and the clinical and administrative needs and resources of staff and departments at all levels and from all disciplines, in order to offer the best advice and resolution for each service requirement.
4. The post holder will be expected to assist with the development of corporate strategies across the Trust in relation to Unified Communications, such as standardisation of service delivery, rollout programs for new technologies and customer service strategies to meet patient and clinical expectations.
5. Deputise for the Service Desk Manager as and when required, to ensure the needs of the business are met. This could include attending meetings, liaising with suppliers, co-ordinating activities or escalating faults amongst other things.
6. Meet trust personnel to discuss their requirements and gather the necessary information to create works orders or log faults for a variety of contractors including the current trust IT provider. Coordinate and track works orders and faults on behalf of the customer ensuring that the work has been carried out to the necessary standard.
7. Create and maintain records needed to ensure the efficiency, safety, and cost-effectiveness of all services, to enable quick and reliable searches to be made, and reports to be produced. Careful recording and maintenance of information received, and accurate updating of information via the relevant means.
8. The post-holder will be expected to take part in the duty engineer arrangements for the team and to support the duty engineer and Service Desk Manager when required to do so, so that a consistent level of technical support is provided to the organisation.
9. The post holder will be expected to be part of an out-of-hours on call rota, which will require on-site attendance to resolve faults and issues.
10. Liaise with service providers to ensure external faults affecting local services are quickly dealt with and resolved, and escalate first line faults to external providers as required, retaining responsibility for progress and updating customers throughout.
11. The post-holder must demonstrate excellent communication, negotiation, and interpersonal skills in all contacts with staff, contractors, patients, and visitors, in respect of cultural and language difficulties, whether communicating verbally, in writing, or by electronic means. It is expected that the Network Engineer is able to represent the department to colleagues.
12. To manage and negotiate supplier contracts with the support of the Service Desk Manager and supervise contractors to ensure that work meets the required quality and timeframes.
13. To meet existing and future Trust needs for effective, resilient, and cost effective services. To be the point of contact for technical support for Trust staff, suppliers, and maintainers for enquiries relating to the use of existing solutions and equipment, and to ensure that proper disaster recovery plans and business continuity plans are put in place and tested.

General Compliance:

1. To comply with all Trust Policies and Procedures, with particular regard to Risk Management, Health & Safety, Information Governance, Confidentiality, Data Quality, Freedom of Information, Equal Opportunities, No Smoking, and Being Open: a duty to be candid.
2. All staff have a responsibility to comply with the current infection prevention and control policies, procedures and standards and ensure they have received an annual update on infection prevention and control issues including hand hygiene. All staff should practice and encourage appropriate hand hygiene and act professionally to ensure the hospital environment is clean, safe and tidy.
3. To perform your duties to the highest standard with particular regard to effective and efficient use of resources, maintaining quality and contributing to improvements.
4. To follow all the Trust Security policies and procedures and be vigilant to ensure the safety and secure environment for care.
5. All managers/supervisors have prime responsibility for health and safety as part of their normal line management function. They are responsible for the health and safety of people, areas and activities under their control. This responsibility cannot be delegated.
6. All staff that have access to or transfers any data are responsible for those data, it must be kept secure and they must comply with the requirements of the Data Protection Act 2018 and the General Data Protection EU Directive (GDPR). All data must be kept in line with the Trust’s policies and procedures. Data includes all types of data i.e. patient, employee, financial, electronic, hard copies of printed data or handwritten data etc.
7. The post holder is responsible for data quality and complying with the policies, procedures and accountability arrangements throughout the Trust for maintaining accuracy and probity in the recording of the Trust’s activities.
8. The Trust is committed to carefully screening all staff who work with children and vulnerable adults. If this applies to this post, the appointment will be subject to a satisfactory Disclosure and Barring Service disclosure (formerly the CRB disclosure) of the appropriate Level.
9. All staff will receive training on Child Protection -Safeguarding Children Policies and Procedures as part of Induction and updates, this will equip the post holder with the knowledge of what you will need to do if you have concerns about the welfare of a child/young person under aged 18.
10. Participate in an annual Appraisal and Development Review meeting and ensure you are meeting the Trust’s Performance Standard for the post.
11. CUH is a smoke free campus. All employees must comply with the requirements of the No Smoking Policy and support the processes and practices in place in relation to patients and visitors.
12. To uphold the Trust Values and Behaviours standard.

Every post holder can make a difference to a patient’s experience. You will come across patients as you walk around the hospital; we rely on all our staff to be helpful, kind and courteous to patients, visitors and each other. This job description may be altered to meet changing service needs, and will be reviewed in consultation with the post holder.