End User Technology Desktop Support Engineer

Guy's and St Thomas' NHS Foundation Trust; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading NHS Trust in London is seeking an End User Technology Desktop Support Engineer to provide IT services across multiple sites. This role involves maintaining communication, troubleshooting, and resolving issues for over 20,000 users. The ideal candidate will excel in customer service and manage incidents effectively, ensuring a smooth operational environment within the Trust.

Qualifications

• Proven experience in providing 2nd line IT support.
• Ability to manage high call volume environments.
• Excellent interpersonal skills and a proactive approach.

Responsibilities

• Maintain communication with customers and resolve technical issues.
• Manage the incident lifecycle and document user interactions.
• Ensure effective responses and contribute to operational continuity.

Skills

Excellent communication skills

Customer service orientation

Troubleshooting

Incident management

Job description

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.

Note: Previous unsuccessful applications within the last 3 months need not apply.

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.

The Engineer responds to incidents and requests from multiple channels (phone, email, self-service, in person), manages the incident lifecycle, directs requests to appropriate functions, monitors progress, and keeps users informed. Accurate documentation of user details, problems, and resolutions is essential.

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 excellent communicators, supporting users in a friendly manner, striving to offer outstanding customer service, and providing a professional gateway into the IT department for Trust staff.

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

The Directorate provides services used across the Trust, working 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.

For further details or informal visits, contact:

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