EUC Desktop engineer

Buckinghamshire Healthcare NHS Trust; Amersham; On-site; GBP 29,000 - 37,000; Full time

Job summary

Join a dedicated team at an integrated healthcare provider where you will play a crucial role in supporting the end-user computing estate. As an EUC Desktop Engineer, you will ensure high levels of customer satisfaction by managing incidents and providing hands-on support for desktop and mobile devices. This role offers the opportunity to contribute to a progressive team that values flexibility and inclusivity. With a focus on personal development and a supportive work environment, you will have access to NHS benefits, generous annual leave, and health and wellbeing services. This is your chance to make a difference in a dynamic and rewarding setting.

Benefits

Generous annual leave entitlement

Pension scheme

NHS discount schemes

Health and wellbeing services

Qualifications

• Experience in ITIL-based environments and Service Desk support.
• Proficient in troubleshooting desktop and laptop hardware.

Responsibilities

• Drive customer service and manage incidents via the Service Desk.
• Provide remote and hands-on support for end-user computing.

Skills

Windows deployment

Desktop/laptop hardware support

ITIL principles

Active Directory

Microsoft Office 365 support

Communication skills

Education

GCSE in English and Mathematics

ITIL Foundation Certificate

Tools

Service Desk tools

Microsoft SCCM

Intune

Service Now

Job description

Main area: Desktop Team

Grade Band: 5

Contract: Permanent

Hours:

• Full time
• Part time
• Flexible working

37.5 hours per week (There might be a need to work on weekends or outside their working hours.)

Job ref: 434-C6842446-B

Site: All the Trust sites with base location as Amersham Town

Salary: £29,970 - £36,483 per annum pro rata

Salary period: Yearly

Closing: 19/02/2025 23:59

Be part of our BHT family

Buckinghamshire Healthcare NHS Trust (BHT) is an integrated provider of acute hospital and community services for people living in Buckinghamshire and the surrounding area.

We care for over half a million patients every year:

• Provide specialist spinal services at our world renowned National Spinal Injuries Centre at Stoke Mandeville Hospital, the birthplace of the Paralympics.
• Nationally recognised for urology and skin cancer services.
• Regional specialist centre for burns, plastic surgery, dermatology, stroke and cardiac services.
• Deliver community services in health centres, schools, patients’ own homes, community hospitals and community hubs.

More than 6,500 people from different nations, cultures and backgrounds work for us.

We would be happy to discuss possible flexible working options. We strive to be a family friendly, inclusive employer.

If you require any assistance in making this application, please contact [e-mail] or phone [phone].

We pride ourselves in being a great place to work – and invite you to join our BHT family.

Job overview

The EUC Desktop Engineer role reports to the EUC Desktop Manager and is responsible for providing proximity-based support for the Buckinghamshire Healthcare NHS Trust end user computing estate. A motivated and dynamic individual is required to join a progressive team supporting the offices, clinics and hospitals that fall under the Buckinghamshire Healthcare NHS Trust.

Main duties of the job

1. Drive high levels of customer service and satisfaction.
2. Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
3. Provide effective Problem management through trend analysis and investigation.
4. Provide remote and hands-on support for all end user computing software and devices deployed by the Trust.
5. Ensure excellent verbal and written communications are applied at all times.
6. Build, install, troubleshoot and repair software and hardware issues related to desktop/laptop and mobile devices.
7. Provide technical support for the Trust’s healthcare applications.
8. Ensure appropriate and up-to-date documentation is maintained at all times.
9. Adhere to the Trust’s internal processes and procedures.
10. Flexibility to travel and move equipment between the Trust’s sites.
11. Complete desk and equipment moves.
12. Assist colleagues and drive positive teamwork.
13. Identify areas of improvement.
14. Act as resource for Projects when required including out of hours support.
15. Action and complete any other tasks assigned by your manager.
16. Be part of the department on-call rota where appropriate to provide out of hours support for key systems and infrastructure.
17. Be available to support emergency planning, disaster recovery and business continuity processes.
18. Patching network points/Assist network team when required.

What does Buckinghamshire Healthcare NHS Trust offer you?

As part of our BHT family, you’ll benefit from learning and development opportunities to support your career progression.

Alongside NHS benefits of generous annual leave entitlement and pension scheme, you'll have access to NHS discount schemes.

We provide a range of health and wellbeing services to promote a healthy, happy workforce.

What do we stand for?

Our vision is to provide outstanding care, support healthy communities and be a great place to work.

Our mission is to provide personal and compassionate care every time.

We are working hard to increase diversity at all levels within the trust. We believe a diverse workforce can have a positive effect on both staff wellbeing and patient outcomes.

We welcome applications from black, Asian and minority ethnic candidates, LGBTQ+ candidates, candidates with disabilities and care-experienced candidates.

We are proud to achieve the Gold award for the Armed Forces Covenant and support applications from the Armed Forces Community. Please contact [e-mail] (our Armed Forces Covenant Lead) if you would like guidance or assistance with your application.

We make employment decisions by matching our service needs with the skills and experience of candidates, regardless of age, disability, gender, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.

Detailed job description and main responsibilities

Responsibilities

1. Drive high levels of customer service and satisfaction.
2. Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
3. Provide effective Problem management through trend analysis and investigation.
4. Provide remote and hands-on support for all end user computing software and devices deployed by the Trust.
5. Ensure excellent verbal and written communications are applied at all times.
6. Build, install, troubleshoot and repair software and hardware issues related to desktop/laptop and mobile devices.
7. Provide technical support for the Trust’s healthcare applications.
8. Ensure appropriate and up-to-date documentation is maintained at all times.
9. Adhere to the Trust’s internal processes and procedures.
10. Flexibility to travel and move equipment between the Trust’s sites.
11. Complete desk and equipment moves.
12. Assist colleagues and drive positive teamwork.
13. Assist and mentor Service Desk colleagues.
14. Identify areas of improvement.
15. Act as resource for Projects when required including out of hours support.
16. Action and complete any other tasks assigned by your manager.
17. Be part of the department on-call rota where appropriate to provide out of hours support for key systems and infrastructure.
18. Be available to support emergency planning, disaster recovery and business continuity processes.
19. Patching network points/Assist network team when required.

Essential Technical Skills

1. Advanced knowledge of Windows deployment, administration and troubleshooting.
2. Support and troubleshooting of desktop/laptop hardware and peripheral devices (inc. printers).
3. Experience of working in an ITIL based environment.
4. Experience of ITSM/Service Desk Tools.
5. Experience with image and software deployment tool.
6. Knowledge of LAN fundamentals.
7. Working knowledge of Active Directory.
8. Support and troubleshooting of Microsoft Office 365 (inc. Outlook) and above.

Desirable Technical Skills

1. Microsoft SCCM and Intune.
2. Experience of Service Now.
3. Experience of working in the NHS or other public services.

Person specification

EDUCATION, QUALIFICATIONS & TRAINING

1. Evidence of ongoing personal development.
2. GCSE in English and Mathematics at grade A to C or equivalent.
3. Higher/further/vocational education qualification ITIL Foundation Certificate.

Experience

1. Previous experience of working in a Service Desk/Helpdesk environment providing support to staff.
2. Previous experience of working in a public sector environment.
3. Evidence of working to ITIL principles.

SKILLS, ABILITIES & KNOWLEDGE

1. Excellent written communication skills using clear and unambiguous language.
2. Ability to document work accurately.

SKILLS, ABILITIES & KNOWLEDGE

1. Knowledge of Health and Safety Principles.
2. Good understanding of desktop, server and network systems and how they interlink and function to provide an integrated IT infrastructure.

PPE requirements: Buckinghamshire Healthcare NHS Trust requires all colleagues to wear appropriate personal protective equipment (PPE) in accordance with our infection prevention and control procedures.

COVID-19 and Flu vaccinations remain the best way to protect yourself, your family, your colleagues and of course our patients from the viruses when working in our healthcare settings. We encourage our staff to be vaccinated when recommended.

If you are successful at interview, we will require you to complete a Covid-19 risk assessment document.

Application deadline: This post will close on the closing date stated at midnight. If we receive a large number of applications or there is a change in circumstance, we may be required to close a job before the closing date.

Contacting you: We will contact candidates through the email address supplied on their application form. Please make sure you check this regularly.

Application information: If you are offered a job, information will be transferred into the national NHS Electronic Staff Records system.

Shortlisting: The monitoring and safeguarding sections are not made visible to the shortlisting panel. The safeguarding section may be made visible to the interview panel, dependent on the role being recruited into.

Travel expenses: It is Trust policy that travel expenses for interview will not be reimbursed.

Smoking: All Trust sites are NO SMOKING. Smoking in all areas of the buildings and premises is prohibited.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.