Desktop Support Engineer (INTERNAL)

SWAST; Exeter; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Free parking across Trust sites

Staff networks

Discounts from various organisations

Car leasing scheme

Holiday entitlements 27 days + public/

Career and salary progression

Job summary

South Western Ambulance Service NHS Foundation Trust in Exeter is seeking a Desktop Support Engineer (Internal) to provide high-quality second-line desktop support across the Trust. You will act as an escalation point for the 1st line Service Desk and collaborate with 3rd-line specialists, project teams and suppliers to resolve issues efficiently.

Reporting to the Desktop Support Manager, you will assist with planning, testing and delivering new IT solutions, document processes, and ensure

Qualifications

• 4 GCSE's or equivalent, including English & Mathematics.
• HNC/HND or equivalent in Computer Skills / experience.

Responsibilities

• Provide second-line desktop support to users across the Trust and resolve IT incidents.
• Escalate to 3rd-line specialists and coordinate with project teams and external suppliers.
• Develop technical documentation and knowledge articles; maintain accurate records and SLAs.

Skills

Microsoft operating systems

Microsoft Office

Education

GCSEs including English & Mathematics

HNC/HND in Computer Skills/experience

Job description

Desktop Support Engineer (INTERNAL)

South Western Ambulance Service NHS Foundation Trust

The closing date is 15 November 2026

Reporting to the Desktop Support Manager, you will provide effective second-line desktop support to users across the Trust, helping to ensure that IT systems and services support the delivery of high-quality patient care.

As part of the Desktop Support Team, you will act as an escalation point for the first-line Service Desk and work closely with third-line technical specialists, project teams and external suppliers to resolve issues efficiently.

Main duties of the job

As a key member of the Digital, Data and Technology (DDaT) team, you will provide high-quality technical support across the Trust. You will interpret complex and sometimes sensitive information, diagnose and resolve IT incidents and service requests, and explain solutions clearly by telephone, email, Microsoft Teams or in person. You will also support and train users on hardware, software and technical systems, providing reassurance when they are working under pressure.

Working collaboratively with 1st and 2nd Line colleagues, wider Trust teams and external suppliers, you will help deliver effective IT services in line with ITIL v4 principles, technical standards and Trust procedures. This includes supporting Incident, Problem, Change, Asset and Service Transition processes, maintaining accurate records, meeting agreed SLAs and contributing to continuous service improvement.

You will assist with planning, testing and delivering new IT solutions in operational environments, including Emergency Operations Centres and external events. Duties will include configuring and deploying hardware and software, completing site surveys and audits, maintaining stock and safeguarding valuable equipment. You will develop technical documentation and knowledge articles, adapt plans to changing operational requirements and work accurately in live environments. The role may involve lifting equipment and occasionally working in confined spaces, outdoors or in challenging conditions.

About us

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.

The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes and bars.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.

You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.

• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Career and salary progression
• Car leasing scheme (this is subject to your pay not falling below the National Living Wage)
• Free parking across Trust sites
• Staff networks
• Wide range of discounts from various organisations across the UK

Job responsibilities

For further information about this role please see the attached job description and person specification.

Alternative formats of our vacancies are available upon request to [e-mail] . Accessibility statement available upon request.

Education and qualifications

• 4 GCSE's or equivalent, including English & Mathematics
• HNC/HND or equivalent in Computer Skills / experience

Previous experience (Paid/ Unpaid relevant to job)

• Reasonable experience in a IT environment
• Experience of Microsoft operating systems
• Thorough understanding of Microsoft Office products
• Experience of computer networks

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.

Employer name

South Western Ambulance Service NHS Foundation Trust