IT Service Desk Engineer

NHS; East Grinstead; On-site; GBP 25,000 - 35,000; Full time

Job summary

A specialized healthcare facility in East Grinstead is seeking an IT Service Desk Engineer to support its Digital Service Desk. The successful candidate will provide first and second line IT support, working closely with IT staff to troubleshoot IT issues. A sound knowledge of computer systems, good communication skills, and relevant qualifications such as NVQ level 4/5 in IT are essential. The role ensures high-quality service and reliability in technology, making a significant impact on technical operations.

Qualifications

• Experience of working in IT helpdesk environment.
• Specialist knowledge in this field through practical experience.

Responsibilities

• Provide comprehensive Technical IT Helpdesk service.
• Resolve clinical/non-clinical IT problems through First Line Support.
• Provide onsite Second Line Support for IT issues.
• Manage IT support desk tickets and prioritize calls.
• Ensure regular system backups are carried out.

Skills

Good verbal and written communication skills

Self-motivated and enthusiastic

Sound knowledge of IT computer systems and hardware

Understanding of Microsoft Technology

Education

NVQ level 4/5 or equivalent experience

Microsoft Certified Professional in Windows Operating Systems

Job description

Our IT Department provides technical support to the Queen Victoria Hospital NHS Foundation Trust.We are looking to appoint an additional team member to our busy Digital Service Desk. You must be able to work as a member of a team, be self-motivated and enthusiastic, with a good understanding of computer hardware, software and networks, good verbal and written communication skills are essential.Your role will involve answering the phone, dealing with staff experiencing problems with IT related issues and resolving technical problems either over the phone or by visiting the department. You will also play a part in the implementation of projects as directed by the Head of IT.

Main duties of the job

The IT Service Desk Engineer is the first point of contact for QVH staff to assist in troubleshooting IT technical issues. The IT Service Desk Engineer will contribute towards the provision of a comprehensive IT and network support services to users within the Trust. Ensue Information Management and Technology (IM&T) information is processed in accordance with policies and procedures.Investigates routine enquiries and queries from staff and provides assistance and advice as required. Log and manage IT helpdesk incidents and Service Requests to ensure they have been completed within the specified time based on priority and Service Level Agreements.

About us

Rated GOOD overall with outstanding care by the CQC. A specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation services across the South of England and beyond.

We specialise in conditions of the eyes (corneoplastics), hands, head and neck cancer and skin cancer, reconstructive breast surgery, maxillofacial surgery and prosthetics, providing regional and national services in these areas of clinical expertise.Our world-leading clinical teams also treat more common conditions of the eyes, hands, skin, and teeth for the people of East Grinstead and the surrounding areas. In addition, QVH provides a minor injuries unit, expert therapies, a sleep service, and a growing portfolio of community-based services.Patients consistently rate QVH amongst the top hospitals in the country for quality of care.

Our success is underpinned by the skills and enthusiasm of our staff and a strong culture of partnership. We are fully committed to training and development of the workforce with support for continuing education and learning.

Job responsibilities

To be responsible in providing a comprehensive Technical IT Helpdesk service in conjunction with other IT Support Team members, as directed by the Head of IT to include;

First Line Support: Over the telephone and helpdesk system resolving Clinical/non-clinical IT problems with guidance/training and technical know-how.

Second Line Support: Onsite support resolving clinical/non-clinical IT problems by analysing complex software/hardware factors.

To be responsible for the diagnosis, resolution and maintain computer systems, of hardware and software faults for networked desktops and peripherals.

To be responsible for safe use of equipment other than equipment used personally; safe use of expensive equipment / Installation and/or repair and maintenance of physical assets. To accurately record and responding to users IT support desk tickets, managing the number of calls and prioritising calls depending to the severity.

To be jointly responsible for ensuring that regular system back-ups are carried out, for maintaining and checking back-up logs and restoring files as required in conjunction with the IT Deputy Manager / Head of IT.

Person Specification

Qualifications

• NVQ level 4/5 or equivalent experience or able to demonstrate specialist knowledge within this field through practical experience
• Appropriate professional qualification, e.g. Microsoft Certified Professional in Windows Operating Systems

Experience

• Experience of working in IT helpdesk environment

Knowledge

• Sound knowledge of IT computer systems and hardware
• Good understand of Microsoft Technology

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.