End User Application Support Engineer

Northamptonshire Healthcare Foundation Trust; Kettering; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Living wage employer

Job summary

Northamptonshire Healthcare NHS Foundation Trust is seeking an End User Application Support Engineer to provide first-line IT support via telephone and remote channels. You will triage incidents, escalate as needed, and monitor core systems to ensure service reliability.

The role requires flexibility for weekend and on-call shifts within a 24/7 workforce. You will collaborate with Service Desk colleagues, field technicians and other Digital Technology Services teams to maintain high service

Qualifications

• Experience in first-line IT support and service desk operations.
• Ability to triage incidents and escalate where needed.
• Excellent communication and collaborative working across teams.

Responsibilities

• Provide professional telephone and remote end-user support.
• Triage and escalate incidents as required to resolve quickly.
• Monitor core business systems and contribute to service desk improvements.
• Cooperate with Service Desk, field technicians and third-party teams to resolve incidents.
• Be flexible to cover 24/7 shifts and participate in on-call rota as required.

Skills

Remote support

Incident triage

First line support

Communication

ITIL awareness

Team collaboration

Job description

The End User Application Support Engineer provides first line technical support in response to service desk requests from Northamptonshire Healthcare NHS Foundation Trust and partner organisations, ensuring that issues are resolved at first point of contact wherever possible. The role supports the smooth and timely delivery of IT service management support in line with agreed key performance indicators and service level agreements.

The post holder will provide professional telephone and remote support, triage and escalates incidents where required, support user account administration, monitor core business systems and contribute to the continuous improvement of Service Desk processes.

The post holder will work closely with Service Desk colleagues, field technicians, second line and third-party support teams, users across Northamptonshire Healthcare NHS Foundation Trust and partner organisations, and other Digital Technology Services teams to support effective incident resolution, maintain service standards and contribute to the ongoing development of the Service Desk function.

The role requires flexibility to meet the needs of a 24/7 workforce, including weekend working, extended hours shift patterns and participation in an on-call rota as required.

NHFT is an NHS Community and Mental Health Foundation Trust, providing physical, mental health and specialty services in hospital settings and in the community. We provide over 200 services across the county - as well as some specialist services in bordering and nearby counties. We work together with our partners to ensure that everyone who comes through our doors receives compassionate, person-centred care, regardless of their background or circumstances.

NHFT promotes a culture of learning, to improve the care and safety of our patients and colleagues. We have achieved our 'outstanding' rating by encouraging opportunity, innovation, development and growth across our workforce.

At NHFT we believe that work should be rewarded in every sense which is why we are proud to an accredited living wage employer.

We aim to support financial wellbeing and create an environment where are people feel valued and able to thrive.