Service Delivery Engineer

Hampshire Hospitals NHS Foundation Trust; Basingstoke; Sur place; GBP 24 000 - 32 000; Plein temps

Résumé du poste

Hampshire Hospitals NHS Foundation Trust in Basingstoke is seeking a proactive 1st Line IT Support professional to join our IT Service Desk. You will handle a mix of remotely and on-site tickets, providing courteous, clear assistance to a 6,000-user base.

You will work within ITIL-based processes to meet SLAs, resolve basic issues, and escalate where needed. The role requires strong problem solving, attention to detail, and excellent customer service.

Qualifications

• Experience with MS Windows OS, AD, and M365.
• Knowledge of ITIL processes is advantageous.
• Excellent customer service and problem-solving skills.

Responsabilités

• Take a variety of support calls, fix issues remotely or on-site where possible.
• Liaise with IT teams and third-party suppliers for escalations.
• Contribute to maintaining SLA and service quality.

Connaissances

Windows OS

Active Directory

Printer hardware

MS Office / M365

ITIL basics

Outils

Helpdesk software

Remote control tools

Single sign-on

Description du poste

The postholder will provide an exceptional 1st line support service, in line with FT’s strategic objectives and quest for continual improvement in delivering a ‘best in class' IT service to its customers.

The postholder will conform to a strong ITIL best practice framework, and work to ensure Service Level Agreements and Operational Level Agreements are consistently met and preferably surpassed to deliver high-quality solutions and support to the customers.

This post requires continual upgrading of skills to reflect rapid changes in technology. This is achieved through formal training, informal skills transfer, and self-tuition.

This 1st Line IT Support role is part of a wider support team that looks after 6,000 users across HHFT

To work in a team of nine, in a 1st line support role two days a week at Basingstoke Hospital.

The role is to support all customers and users of Hampshire Hospitals NHS Foundation Trust with any IT Support required. The IT Service Desk is a single point of contact for its customers. The Service Delivery Engineer is there to help and support its users in resolving their IT problems. If they cannot resolve we have IT Teams on hand they can call on for help and reassign to them accordingly. We are looking for an organised, enthusiastic person to join our team with excellent customer service skills. A good, calm, reassuring manner is essential with a strong attention to detail. You will be taking a variety of support calls, aiming to fix the technical issues remotely or in person so a natural flair for problem solving is a must. The successful applicant will have a good knowledge of MS Windows Operating Systems, Active Directory, PC / Laptop & Printer Hardware and MS Office / M365 , as well as experience of single sign on solutions. Experience of using a Helpdesk/Service Desk and Remote Control Support Tools is part of the role and knowledge of ITIL processes would be advantageous. We also manage other bespoke hospital applications for which Training will be given and good communication skills is needed as you will be liaising with third party suppliers.

We welcome applications from candidates with a variety of levels of IT experience.

The vision at Hampshire Hospitals NHS Foundation Trust is to provide outstanding care for every patient. We serve a population of nearly 600,000 people across Hampshire and West Berkshire as well as some people who access our specialist services from across the country.

Created in January 2012 the Foundation Trust prioritises the provision of exceptional, compassionate, care delivered by the valued staff working in a culture of collaboration and mutual respect. HHFT employs circa 6,000 people and had a turnover of £382m in 17/18

Four core values (CARE) Compassion, Accountability, Respect and Encourage.

For further details / informal visits contact: Name: Mr Craig Effer Job title: Service Delivery Manager Email address: [e-mail] Telephone number: 01256 486736