Closing Date:
Monday 7th September 2026 at 11.59pm
Please note that visa sponsorship is not available for this role. Applicants must have a current, unrestricted right to work in the UK.
The role offers a mixture of office based and home working This means you can work remotely part of the working week with an expectation to attend the office 2 - 3 days per week. Any journeys to the office would be at your own expense. More specific details about this can be discussed at the interview stage should you be invited to interview.
Interview date:
W/C the 21st of September 2026
The Opportunity
The Infrastructure and Service Operations teams lead on ensuring the availability, performance, and scalability of ECC's critical platforms and digital services,forecasting,and managing infrastructure and user resources to align with business growth. Teams are responsible for all first-line support, enhancing the overall customer experience and overseeingserviceoperations, supporting around 9,000 users and devices and drivingthe adoption and development of new solutions and systems to deliver improved infrastructure, platform, and user services for ECC, exemplifying high standards of user-centricity. They manage multi-million-pound commissioned and in-house service, device, network, and platform contracts withexpertisein technology contracting.
The postholderwillprovideprompt and effective technical support for all aspects of personal computingincludingsupporting users to get thefull value from the digital tools and equipment available to them,Theywillbe familiar withall areas of support includinglaptop/desktop devices, office and application software and user network connectivity issues, also in providing advice and guidance to all users in the effective use of the modernworkplace digital tools and equipment available to them.They willberesponsible forprogressing reported incidents requiringa high levelof technical knowledge and experience to resolve issues.
Accountabilities
Take ownership and be accountable for satisfactory resolutionof morecomplex incidents requiring a high level of technical knowledge and, or, involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service to minimise business disruption, enhance customer experience and maintain high levels of satisfaction.
Ensure that resolved incidents are properly documented and closed in order that normal business operation resumes, is confirmed, and ensure lessons learned can be acted on to support future service improvement.
Provide an effective interface between users and service providers, including external commercial suppliers where applicable, including documenting incidents, progress checking, and ensuring all diagnostic information is providedtoexpediteerror resolution and incident analysis.
Use sound judgement to set priority for resolution,monitorprogress,and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use itto enable a speedy resolution and minimise disruption.
Provide detailed personal advice and guidance,demonstratingingenuity in applying knowledge to non-standard situations,to enable users to maximise the functionality of the range of digital solutions available to them to be more productive and collaborative.
Performthebuild,installation, upgrade and decommissioning of desktop devices and software, liaising with all concernedensuringthat installation priorities are met and disruption to the organisation is minimised.
Configureand distributeend user devices and support the adoption and understanding of technology toassistthe development of a computer literate workforce.
Encourageand enforceadherence to IT policies that ensure availability, integrity,authentication,andconfidentialityto ensure the security of information and information systems.
Specific individual and shared targets and objectives are defined annually within the performance management framework.
The Experience You Will Bring
Educated to A Level or equivalent in experience in a relevantsubject.
Hold ITILPractitionerlevel accreditation or equivalent professionalqualification.
Able todemonstrateproficientexperience in aUserSupport/Service Desk role preferably working within a large Local Authority or with a Service Provider providing Engineering or Service Deskservices.
Evidence of good written, oral and presentation skills communicating with both technical and non-technical audiences including team and stakeholders inside and outside the organisation.
Evidence of working within effective teams.
Evidence of applying,facilitating,and developing creative thinking concepts and finding alternative ways to approach team outcomes.
Evidence of investigating the cause and impact, evaluating options, exercising considerable personal responsibility andautonomy,and resolving a broad range of complex issues.
Evidence of continual professional development to keep pace with technical and business change.
East of England Ambulance Service NHS Trust
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