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Desktop Support Engineer x4

​£37,152 per annum (17 month FTC)

Job purpose

The post holder will provide comprehensive technical expertise and customer support (second line desktop support) in maintaining and expanding the IT service for the Trust and satellite sites across the local health community. The post holder will also be responsible for the day to day administration, management and availability of the desktop environment. 

 

The post holder will also have a good understanding and knowledge of IT gained through two to three year’s relevant experience and they will be required to work without supervision at times across multiple locations. 

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Key areas of responsibility

Main duties and responsibilities: 

  • To work as part of the IT Service Desk team and Trust to support the technical development of end user devices, specialist printing and audio-visual equipment, such that it continues to support the business needs of the organisation 

  • To provide high quality 2nd line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. 

  • To fix hardware and software faults or recommend appropriate solutions, acknowledging and describing the implications for the customer and for internal teams. 

  • To undertake the build, configuration, documentation and integration of new desktop, audio visual devices and printer hardware as part of the Trust’s on-going technology expansion. 

  • To ensure the availability and effective performance of desktop services. 

  • To identify, recommend and implement changes to IT systems to improve capacity and performance and address potential risks as agreed with internal teams and customers. 

  • To build, deploy and repair hardware and to troubleshoot hardware and applications / all operating system. 

  • To provide specialist support of third party and customised applications. 

  • To be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents are resolved within the agreed performance criteria. This will include working in line with the departmental procedures for the prioritisation, escalation and resolution of logged tickets. 

  • Ensure all actions are accurately documented in a timely fashion using the IT Service Management tool and reference libraries for reporting purposes and future reference. 

  • To work in accordance with the IT department’s Service Level Agreements. 

  • To provide remote and on-site support to the Trust’s users across multiple geographical sites. Regular planned visit for other satellite sites for fixing second line issues. 

  • To undertake the management of IT Service Desk related projects and tasks as determined by the Digital Services Delivery Manager in conjunction, where necessary, with the IT Project Manager(s). 

  • To ensure all operational processes are documented in accordance with Trust and departmental standards and policies. 

  • Handle confidential and sensitive information, both staff and patient, in line with Trust policies and procedures including Information Governance, Data Protection and Caldicott guidelines. 

  • Adhere to all Trust and local policies including the timely completion of Statutory and Mandatory training appropriate to the role. 

  • Ensure own working knowledge is up to date with the latest relevant technologies in the marketplace. 

  • The role requires the post holder to be a member of the IT On-Call Team, providing out of hours support on a rota basis. 

  • Undertake any other appropriate duties as specified by the Digital Services Delivery Manager and/or IT Senior Managers. 

 

Other Responsibilities: 

  • To be responsible for the self-development of skills and competencies through participation in learning and development activities, and to maintain up to date technical and professional knowledge relevant to the post. 

  • Develop understanding on specific emerging technologies and good practices and then facilitate and develop this knowledge within the IT team. 

  • Undertake any other appropriate duties as specified by the Digital Operational Management Team.

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Employee specification

Key

Essential (E), Desirable (D), Application Form (A),​ Interview (I), References (R), Certificate (C)

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Education / Qualifications

  • Educated to degree level or equivalent IT experience (E, A, C)

  • CompTIA A+ Certification (D, A, C)

  • Mac Certification (D, A, C)

  • ITIL Foundation Certificate in Service Management, v3/v4 (D, A, C)

  • PRINCE2 Foundation  (D, A, C)

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Experience

  • Significant previous experience of providing second line IT support (E, A, I)

  • Knowledge and understanding of modern technologies, operating systems, system tools, device architecture and peripherals including but not limited to (E, A, I):

    • LAN/WAN technologies

    • Network services DNS, DHCP

    • Microsoft Office versions (2010, O365)

    • Microsoft Desktop OS – (Windows 7, 10)

    • Microsoft Server OS - 2012 onwards

    • Apple MAC OS and iOS versions

    • SCCM & Intune

    • Bitlocker, Trend, ATP, VPN, Citrix & VDI Active Directory including group policy

  • Experience in IT Service Management, operating within Service Level Agreements and following working policies and protocols. Working knowledge of proprietary ticketing systems (E, A, I)

  • Familiar with desktop lifecycle management from manufacture to secure destruction (E, A, I)

  • Experience of working in a healthcare environment (D, A, I)

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Skills/ Abilities / Knowledge

  • A strong commitment to customer service delivery and excellent organisational skills (E, A, I)

  • Ability to evaluate and respond to rapidly changing operational situations, often under pressure and with changing and sometimes conflicting priorities (E, A, I)

  • Must be able to effectively prioritise own work and that of the team to ensure workforce output is at an optimum level (E, A, I)

  • Excellent communication skills especially when dealing with complex technical information and colleagues who have limited IT knowledge and understanding (E, A, I)

  • Ability to document technical procedures/standards (E, A, I)

  • Well-developed technical troubleshooting, problem solving and analytical skills (E, A, I)

  • Interest in technical and application research (E, A, I)

  • Ability to work independently in a busy environment, often with frequent interruptions (E, A, I)

  • Ability to liaise with all levels of any organisation and build effective working relationships (E, A, I)

  • Clear thinking and logical approach to technical problem solving (E, A, I)

  • Approachable, patient, caring, adaptable, flexible and able to cope with uncertainty (E, A, I)

  • Willing to engage with and learn from peers, other professionals and colleagues and demonstrates a desire to improve performance and make a difference by focusing on goals (E, A, I)

  • Professional, calm and efficient manner (E, A, I)

  • Displays great attention to detail and accuracy (E, A, I)

  • Highly motivated with the ability to influence and inspire others (E, A, I)

  • Willingness and ability to develop self by learning new technologies and applications in relation to the needs of the role (E, A, I)

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Other requirements

  • Demonstrable commitment to and focus on quality, promotes high standards to consistently improve patient outcomes (E, A, I)

  • Demonstrable skill to work together to serve our community through delivering safe and excellent clinical care (E, A, I)

  • Value diversity and difference, operates with integrity and openness (E, A, I)

  • Treating others with compassion, empathy and respect (E, A, I)

  • Share information openly and effectively with patients, staff and relatives (E, A, I)

  • Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others (E, A, I)

  • Uses evidence to make improvements, increase efficiencies and seeks out innovation (E, A, I)

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