Senior Service Desk Engineer

NHS; Bury St Edmunds; On-site; GBP 27,000 - 31,000; Full time

Job summary

A prominent healthcare organization in Bury St Edmunds is seeking a Senior Service Desk Engineer to support their Digital Services department. This role involves directly interacting with users to resolve issues, documenting incidents, and providing excellent customer service. Successful candidates will have strong communication skills, a background in IT support, and a commitment to continuous learning. Salary ranges from £27,485 to £30,162 per annum. This position requires onsite presence.

Qualifications

• Extensive knowledge of personal computers and network technologies.
• Experience providing customer service and managing expectations.
• Ability to handle frustrated users with professionalism.

Responsibilities

• Interact with users and document problems accurately.
• Provide a calm interface during high-pressure situations.
• Manage the handover of incidents to appropriate IT resources.

Skills

Excellent communication skills

Problem-solving skills

Interpersonal skills

Organisational skills

Time management skills

Education

NVQ Level 3 or A-Level

Willingness to work towards further IT qualifications (ITIL, MCP CompTIA)

Tools

Microsoft Office

Service Desk tools

Intune

M365 and cloud-based technologies

Job description

We are looking to recruit a Senior Service Desk engineer to support the Digital Services department.

The Digital Service Desk represents the front door to Digital Services and so is a highly customer focussed interface seeking to resolve many of our user issues at the time when they first call.

Where a first-time fix is not possible the digital service desk will manage the handover of the call to one of the IT services group or to the correct third-party organisation.

Main duties of the job

The primary role of the post holder is to interact with the user, identify and record the problem, where possible provide advice such that the incident is resolved as part of the call.

The post holder will be expected to provide a calm and professional persona even when the user calling is agitated or upset.

The post holder will also fully document the call ensuring that sufficient information is recorded to allow the incident to be resolved by other members of the Service Desk, any of the WSH IT Engineering Team or by the allocated third party service provider.

This role will require you to be onsite at our Bury St Edmunds site to support customers and colleagues face to face.

About us

#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community

We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.

The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.

Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.

We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.

With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.

We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.

Join us. What will you #BeKnown for?

Job responsibilities

Please see the full job description and person specification attached for more details on the job role.

Person Specification

Education & Qualification

• NVQ Level3 or A-Level qualification level of education
• Willingness to work towards further IT qualifications (ITIL, MCP CompTIA)
• Willingness to work towards a position when available to join our 2nd, 3rd or application support teams
• Professional Membership (e.g. AMBCS)

Experience & Knowledge

• Extensive knowledge of personal computers, network technologies and back-office applications.
• Experience in the use of Microsoft Office including Excel, Outlook and Word
• Extensive experience of supporting mobile devices and use of Intune.
• Extensive knowledge of service desk tools (Call logging and triage applications)
• Experience in Customer Service
• Experience of taking on advanced technical tasks and seeing through to conclusion
• Experience managing customer expectations and service deadline
• Experience working within an ICT environment that operates under the ITIL Service Management framework.

Skills & Abilities

• Excellent communication skills - verbal on the telephone / face to face and written.
• Good interpersonal skills and the ability to handle users who may be frustrated or disgruntled
• Excellent problem-solving skills
• Excellent organisational and planning skills
• Ability to work without supervision and use initiative
• IT skills including the use of Word, Excel and e-mail
• Good time management skills with the ability to prioritise work
• Ability to work under pressure and prioritise effectively
• Flexible approach to working tasks
• Ability to work as part of a team as well as working on own.
• Willingness to undertake 2nd line tasks when required.
• Experience with M365 and cloud-based technologies.
• Experience in coaching and mentoring.
• Accountability - Takes responsibility for own actions and promotes good team working
• Openness - Shares information and good practice appropriately
• Mutual respect - Treats others with courtesy and respect at all

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.

£27,485 to £30,162 a yearper annum pro rata