Service Delivery Engineer

Hampshire Hospitals Nhs; Basingstoke; On-site; GBP 21,000 - 29,000; Full time

Job summary

Hampshire Hospitals NHS Foundation Trust is seeking a committed 1st line IT Support professional to join a busy service desk. You will handle a variety of user requests, resolve issues remotely or in person, and work within an ITIL framework to maintain strong SLAs and OLAs.

The role requires knowledge of Active Directory, Windows OS, and MS Office / M365, with opportunities to train and grow skills through formal and informal learning.

Qualifications

• Educated to degree level or equivalent experience.
• ITIL Foundation level certification.
• Minimum 2 years IT experience.
• Experience with Active Directory.
• Experience with MS Windows Operating Systems and MS Office / M365.
• Experience using a Helpdesk/Service Desk and Remote Control Support Tools.
• Knowledge of ITIL processes would be advantageous.

Responsibilities

• Provide 1st line IT support to users, resolving issues remotely or on site.
• Work within ITIL-aligned processes to meet SLAs and OLAs.
• Assist with onboarding and training to reflect rapid technology changes.
• Liaise with other IT teams and third-party suppliers as needed.

Skills

2+ years IT experience

ITIL knowledge

Helpdesk experience

Remote control tools

Customer service

Education

Degree or equivalent experience

ITIL Foundation Certification

Tools

Active Directory

Windows OS

MS Office / M365

Remote control tools

Job description

Job overview

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

Main duties of the job

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.

Working for our organisation

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. 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.

Detailed job description and main responsibilities

Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.

Person specification

IT Technical Experience

Essential criteria

• Educated to degree level or equivalent experience


• ITIL Qualification - Foundation Level


• Minimum 2 Years IT Experience

Customer Service Experience

Essential criteria

• Exposure to Helping People

Active Directory Skillset

Essential criteria

• Experience of working with AD