End User Technology Desktop Support Engineer

Guy's and St Thomas' NHS Foundation Trust; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in healthcare is looking for dedicated End User Technology Desktop Support Engineers to enhance IT services across London. This role is pivotal in maintaining communication between users and the IT department, ensuring high-quality support in a fast-paced environment. The ideal candidate will excel in troubleshooting and customer service, playing a crucial role in keeping hospital operations smooth. Join a team that values proactive service delivery and contributes to the well-being of thousands of users in a collaborative healthcare setting.

Qualifications

• Experience in providing 2nd line support in a high-volume environment.
• Strong troubleshooting skills and ability to communicate effectively with users.

Responsibilities

• Responding to incidents and requests from various channels.
• Managing the incident lifecycle and documenting user interactions.

Skills

2nd line support

troubleshooting

customer service

communication skills

incident management

Education

IT-related degree or equivalent experience

Tools

IT service management software

Job description

Guy’s and St. Thomas’ Foundation Trust - End User Technology Desktop Support Engineer

Guy’s and St. Thomas’ Foundation Trust is seeking to recruit four additional End User Technology Desktop Support Engineers to support all London sites.

We provide IT services to two large NHS hospitals (Guy’s and St. Thomas’), various satellite units, and community-based PCTs. This service supports over 20,000 users across various locations in London.

Role Overview

The End User Technology Desktop Engineer is responsible for maintaining communication channels with customers and the IT department, providing 2nd line support, troubleshooting, and resolving issues within their remit.

Responsibilities include responding to incidents and requests from multiple channels (phone, email, self-service, in person), managing the incident lifecycle, directing requests for resolution, monitoring progress, and documenting user details, problems, and resolutions accurately in logs.

The Engineer must proactively manage targets, ensure effective responses in a high call volume environment, and contribute to keeping the hospital operational. They should be an excellent communicator, support users in a friendly manner, and strive to deliver outstanding customer service, acting as a professional gateway into the IT department for Trust staff.

The role involves both reactive and proactive service delivery, focusing on maintaining and improving the IT service levels. It also includes working at the IT TechZone, where users can receive support and hardware.

Partnerships and Future Developments

The Directorate provides services across the Trust and works closely with the South East London Integrated Care System, Kings Health Partners (KHP), Kings College Hospital (KCH), King’s College London (KCL), and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalized into a shared service model across GSTT, KCH, and RBH.

Application Details

For further information or informal visits, contact:

• Name: EUT Management
• Job Title: EUT Management
• Email: [e-mail]
• Telephone: [phone]