Digital Service Asset and Configuration Management Apprentice

East of England Ambulance Service; England; On-site; GBP 26,000 - 27,000; Full time

Job summary

The East of England Ambulance Service (EEAST) invites applications for a fixed-term Digital Service Asset & Configuration Management Apprentice. This on-site role focuses on imaging, asset tracking, CMDB updates and secure disposal of obsolete equipment while supporting the SACM function within the Digital department.

You will learn through a structured apprenticeship, attend off-the-job learning, and complete all assignments and assessments with guidance from your mentor and education provider.

Qualifications

• GCSE A-C (maths and English) or equivalent.
• IT qualification (ECDL, level 2/3 apprenticeship or equivalent).
• ITIL Foundation recognised qualification.

Responsibilities

• Imaging, deployment, asset tracking and recovery as part of SACM.
• Stock control and replenishment across multiple sites.
• Responding to equipment requests per service standards.
• Site visits for inventory audits and updating CMDB/asset records.
• Secure receipt, handover and dispatch of assets; update CMDB.
• Assist with secure disposal of obsolete equipment.
• Maintain awareness of IT service and business developments to ensure service quality.

Skills

IT literacy

Communication

Teamwork

Organisation

Driving licence

Education

GCSE A-C (math & English)

IT qualification (ECDL / IT subject)

ITIL Foundation

Job description

Digital Service Asset and Configuration Management Apprentice

The East of England Ambulance Service (EEAST) is pleased to offer an opportunity to an exceptional candidate to work in its Digital department, as an Digital Service Asset & Configuration Management (SACM) Apprentice. This is a fixed-term contract for the duration of the apprenticeship. Completion of the apprenticeship may lead to additional opportunities at the Trust if the business circumstances allow.

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 is a hardware-focused, fully on-site based role.

You will have the opportunity to participate in a supportive environment to develop the knowledge, skills and behaviours required of the apprenticeship, role and the team. This apprenticeship will give you the opportunity and support to develop new work placed skills in an organisation committed to your professional success.

Main duties of the job

Key Responsibilities of the Role

• Respond to requests for equipment in accordance with standard operating procedures. Track IT equipment, including the build and dispatch of hardware.
• 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.
• 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.

• Attending all off the job learning activities associated with the apprenticeship programme for example classes, workshops, on-line learning and participating in as many learning opportunities as possible.
• To meet all learning commitments of the apprenticeship as directed by your line manager/mentor or the education provider. Assigned qualifications and an end point assessment must be completed.
• Completing all assignments, tests, and other work within agreed timescales/deadlines.

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.

The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines.

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

To meet regularly with their line manager/mentor and education provider to discuss progress against defined aims of the apprenticeship. 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 are recorded and evaluated. Liaise with wider EEAST teams and departments as required.

Technical and Asset Responsibilities

• 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.
• Updating CMDB records accordingly to avoid inappropriate cross-charging of non-returned equipment.

• 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.

Service Support and Administrative Duties

• 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.
• Project work and other service delivery requirements may, on occasion, necessitate a temporary adjustment to the post holders normal working hours.
• Where such changes are required, at least five working days notice will be provided wherever possible.
• Any changes will be made in consultation with the post holder and in accordance with Agenda for Change terms and conditions.
• Post holders will be required to work from different Trust sites to provide operational cover for colleagues during periods of absence, such as annual leave, sickness, or other unplanned staffing gaps.
• Where cover is required for more than one consecutive day, this may involve overnight stays.
• Reasonable travel and accommodation arrangements will be made in line with Trust policy.

Collaboration with the Digital Service Desk

• 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 elevate 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.

Working Conditions and Additional Information

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 Team Leader

Qualifications

• GCSE A-C (or 4-9) or equivalent in maths and English or equivalent qualifications
• IT qualification (e.g. ECDL, level 2/3 apprenticeship in an IT subject or equivalent)
• ITIL Foundation

Knowledge and Experience

• Proven intermediate IT skills and ability to learn new systems
• Ability to communicate and to present information clearly and concisely both verbal and written, with good attention to detail.
• Experience of working as part of a team
• 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, own car with business insurance and willingness to travel
• Working knowledge of IT hardware, software and operating systems
• Good organisational, communication and customer service skills

Personal Qualities, Abilities and Attributes

• Commitment to completing the apprenticeship
• Ability to organise own workload and meet work and education deadlines
• Willingness to learn and to take responsibility for your own development
• Ability and willingness to follow instruction and learn new tasks
• Excellent timekeeping skills, able to attend work and off the job learning activities associated with the apprenticeship programme at required times
• 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.

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.

£25,760 to £27,476 a yearAnnex 21 trainee pay, uplifted to meet National Living Wage.