Service Delivery Engineer

Hampshire Hospitals NHS Foundation Trust; Basingstoke; On-site; GBP 23,000 - 29,000; Full time

Job summary

Hampshire Hospitals NHS Foundation Trust is seeking a dedicated 1st Line IT Support specialist to deliver an exceptional service aligned with our objectives and continual improvement goals. The role focuses on remote and on-site support to resolve IT issues for 6,000 users from Basingstoke Hospital.

You will work within an ITIL-based framework, handling incidents, service requests, and user training, with opportunities to develop skills through formal training and knowledge-sharing within a

Qualifications

• Experience in a Helpdesk/Service Desk environment.
• Excellent customer service skills with a calm, reassuring manner.
• Ability to diagnose Windows OS and AD issues remotely or on-site.
• Willingness to upgrade skills through training.

Responsibilities

• Provide 1st line IT support to users across the Trust, resolving incidents where possible.
• Resolve issues remotely or in person and escalate to IT teams when required.

Skills

Windows OS

Active Directory

PC / Laptop Hardware

Printer Hardware

MS Office / M365

Single Sign-On

Helpdesk / Service Desk

ITIL

Tools

Remote Control Tools

Ticketing System

Job description

Role Summary

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.

Service Level & Skill Development

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.

Team & Working Hours

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 (Monday to Friday, 9am to 5.30 pm). Based: Basingstoke Hospital.

Core Responsibilities

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.

Candidate Profile & Technical Skills

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.

Vision

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.

About the Trust

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

Core values

• Compassion
• Accountability
• Respect
• Encourage

These are in place to support of four clear objectives, provide outstanding care of patients, empowering all members of staff, sustainable growth and innovating for the future.

Contact

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