IT Support Engineer

The Royal Orthopaedic Hospital NHS Foundation Trust; Turves Green; Hybrid; GBP 29,000 - 36,000; Full time

Job summary

The Royal Orthopaedic Hospital NHS Foundation Trust is hiring for a proactive IT support professional responsible for delivering a responsive service across the Trust. You will support the Contact Centre and field-based Desktop Support teams, ensuring high-quality service for all users both remotely and onsite.

You will coordinate with support teams to resolve incidents, log service requests in the ITSM system, administer Active Directory, diagnose faults and implement resolutions with

Qualifications

• Experience delivering proactive IT support across multiple teams.
• Knowledge of incident and service request handling and AD administration.
• Ability to diagnose faults and apply resolutions remotely or onsite.

Responsibilities

• Provide high-quality technical support within Desktop Delivery for Contact Centre and field services.
• Support and maintain PC hardware, telephony, software, systems and network infrastructure via phone, portal, remote tools and onsite visits.
• Log and manage complex user requests in the ITSM system with detailed information.
• Install, configure, and maintain desktop hardware and software per Trust standards.
• Maintain the IT asset database; track equipment lifecycle.
• Carry out hardware builds, repairs and decommissioning, including secure data disposal.
• Disposal of decommissioned equipment in line with policy and recycling processes.
• Perform antivirus updates and daily monitoring to maintain security compliance.
• Comply with information governance, security and confidentiality policies.
• Engage in CPD and share knowledge within the team and with users.
• Support Trust users and colleagues in resolving issues and knowledge sharing.

Skills

Incident management

Active Directory

Remote support

Onsite support

Desktop support

IT governance

Tools

ITSM system

Remote tools

Antivirus software

IT asset database

Job description

The post holder will be responsible for delivering a proactive and responsive IT support service across the Trust, supporting both the Contact Centre and field‑based Desktop Support teams, ensuring a consistent, high-quality service for all users. The role involves coordinating with relevant support teams to ensure the effective resolution of incidents and service requests, covering all aspects of IT support including incident, service request logging and Active Directory administration. Provide comprehensive IT support for all Trust-supported devices and systems, both remotely and onsite. This includes diagnosing faults, and implementing resolutions using appropriate tools, including remote support technologies. Apply technical knowledge and sound judgement to investigate and resolve issues, some of which may be complex and have multiple potential solutions and outcomes. Support and guide team members in resolving incidents, ensuring appropriate escalation where required. Maintain accurate documentation of digital processes, procedures, and technical solutions to support knowledge sharing and continuous service improvement.

• Provide high-quality technical support within the Desktop Delivery function, supporting Contact Centre and field-based services across the Trust.
• Support and maintain PC hardware, Telephony, software, systems, and network infrastructure via telephone, portal, remote tools, and onsite visits.
• Log and manage complex user support requests within the ITSM system, ensuring accurate and detailed information is captured to support effective resolution.
• Install, configure, and maintain desktop hardware and software in line with Trust standards.
• Maintain and update the IT asset database, ensuring all equipment is accurately recorded and tracked throughout its lifecycle.
• Carry out hardware builds, repairs, and decommissioning activities, including secure removal and destruction of PC hard drives.
• Arrange appropriate disposal of decommissioned equipment in line with Trust policies and approved recycling processes.
• Perform antivirus updates and daily monitoring of antivirus systems to maintain security compliance.
• Ensure compliance with all Trust policies relating to information governance, security, and confidentiality.
• Undertake continual professional development (CPD), attending relevant training and sharing knowledge within the team and with users.
• Support Trust users and colleagues of the Contact Centre and Desktop Support teams, assisting with issue resolution and sharing knowledge.

The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.

Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award‑winning team.

The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.

We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.

The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.