End User Compute Specialist and Lead

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In this role, you are accountable for:

•    Planning work of own and other team members to achieve agreed objectives, prioritising multiple and sometimes conflicting deliverables, escalating as appropriate, any issues which may impact deadlines. This will include managing small projects such as desktop rollouts.

•    Lead the development, introduction, transition and day to day operation of service management processes, engaging with business colleagues, internal/external suppliers and key stakeholders as guided.

•    Ensuring the defined standards and policies are met, pro-actively identifying and proposing improvements or enhancements to meet changing needs. 

•    Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.

•    Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.  

•    To assist all our users with any logged IT related incident/requests when they are escalated to End User Compute.Add to and ensure End User Computes knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams. 

•    To maintain and enforce appropriate access controls to applications and technology systems through effective access management (User Account Management).

•    To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. 

•    Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.

•    Building and maintain a number of productive working relationships across the organisation.  

•    Analysing, interpreting and reporting information and knowledge of technologies, tools and systems and technical concepts to influence decisions.

•    Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your own skills and knowledge, generating creative and innovative ideas.

•    Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

•    Support other team members learning and coaching where required. 

•    Become a Subject Matter Expert (SME) in systems critical to the functioning of End User Compute Services

Financial Management

•    Maintain an awareness of financial and personal implications in the use of a range of resources.

•    Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within the technology department. 

 
Relationship Management

•    Engaging in partnership working with other individuals, groups and agencies.

•    Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within the technology department. 

Information Management

•    Implement, monitor and report on a number of areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood, and reports generated and delivered to agreed frequency, methods and processes.

Staff 

•    Undertake and support relevant recruitment and selection in line with organisational processes.

•    Train, mentor, and coach other team members, and apprentices to enable the on-going personal development and growth of skills within the team.  

•    Co-ordinates and allocates work to other team members in line with agreed delivery of services

•    Conducting meaningful appraisals and 1-1s, identifying and meeting development needs, implementing, monitoring, evaluating and reporting on the impact and success of implemented training plans

In addition to the above accountabilities, as post holder you are expected to:
1.    Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
2.    Demonstrate NHSBSA values and core capabilities in all aspects of your work.
3.    Encourage an environment where your own and colleagues’ safety and well-being is promoted.
4.    Contribute to a culture which values diversity and inclusion.
5.    Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Working relationships

Responsible to: IT User Services Manager
Key relationships and connections:
1.    Team members
2.    Service delivery teams