Digital Service Asset and Configuration Management Officer in Chelmsford

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.

About us:

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.

Job responsibilities:

• 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 recorded and evaluated.
• Liaise with wider EEAST teams and departments as required.

• 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.

• 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 elevate 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.

• 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.

• 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.

Person Specification:

• Qualifications

• GCSEs or equivalent (including English and Maths)
• IT qualification (e.g. ECDL, level 2/3 apprenticeship in an IT subject or equivalent)
• ITIL Foundation

• Experience working in an IT support or asset management role as part of a team.
• Experience of labelling, tracking, and updating hardware records accurately in asset registers or CMDB tools.
• Experience of analysing data to troubleshoot issues.
• Working knowledge of IT hardware, software and operating systems.
• Working knowledge of MDM solutions and support of IOS devices.

• Good organisational, communication and customer service skills.
• Advanced IT skills required for configuration and troubleshooting.
• Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload.
• Good working knowledge of Microsoft Office.
• Attention to detail in record keeping and audit logs.
• Full UK driving licence and willingness to travel.

• Articulate, calm, polite and well‑motivated with a positive attitude to customer care.
• Flexible, cooperative, and team‑focused attitude and approach to work.
• Able to work in confined spaces and move equipment.
• Able to communicate technical information to non-technical staff in a way they can understand it.
• Ability to concentrate and deal with unpredictable interruptions.
• Able to communicate well with staff at all levels of the organisation and show tact and discretion.

• Evidence that personal behaviour reflects Trust Values: Care, Teamwork, Quality, Respect, Honesty.

• 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.