IT Service Desk Engineer

Queen Victoria Hospital NHS Foundation Trust; United Kingdom; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Personal development programs

Flexible working

Discounts & rewards

Job summary

Queen Victoria Hospital NHS Foundation Trust in East Grinstead is seeking an IT Service Desk Engineer to provide comprehensive helpdesk support for staff, handling incidents via phone and ticketing system and escalating as needed.

You will join a busy IT team, deliver first/second line support, ensure backups and system integrity, and contribute to IT projects under the Head of IT.

Qualifications

• Experience in IT helpdesk environment.
• Good knowledge of computer hardware, software and networks.
• Excellent verbal and written communication skills.

Responsibilities

• Provide comprehensive Technical IT Helpdesk service including First Line Support over phone and helpdesk system.
• Onsite Second Line Support to resolve clinical/non-clinical IT issues.
• Diagnose and resolve hardware/software faults on networked desktops and peripherals.

Skills

First Line Support

Second Line Support

IT Helpdesk

Windows OS

Hardware

Networking

Education

NVQ level 4/5 or equivalent

Microsoft Certified Professional in Windows OS

Job description

Welcome to Queen Victoria Hospital NHS Foundation Trust and thank you for your interest.

In addition to receiving tertiary referrals from across the South East of England, we have a network of ‘spoke’ sites at district general hospitals enabling our consultants to offer their expertise with routine treatments and consultations as close to patients’ homes as is possible. With the recent addition of video led ‘virtual’ consultations we also enable patients who have some distance to travel to avoid the additional stress and worry of a long journey.

Working at QVH combines the excitement, challenge and career opportunities of many larger organisations with the satisfaction of delivering excellent patient care that really does re‑build our patients’ lives.

We also offer attractive benefits such as

• tailored personal development to support career aspirations, including accredited clinical and management development programmes
• flexible working arrangements for a work-life balance that suits you and your needs
• a dedicated reward programme, offering a range of national and local discounts, cashback and tax relief schemes

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Sustainability

At Queen Victoria Hospital we want to be the first Net Zero Hospital in England, and to achieve that wants every member of staff to be a green champion. The way in which the Trust works has a significant impact on the organisation’s carbon footprint and that of our patients. From the heat, light and power supplies within the hospital to avoiding unnecessary patient journeys, the Trust is empowering all staff to create a sustainable health and care environment for future generations. The Trust expects all staff to reuse and recycle more, to use energy and water efficiently, to walk or cycle to work if you can, and to have a focus on sustainability in the workplace.

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.

Working for our organisation

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.

Detailed job description and main 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

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.