Infrastructure Engineer - Networks

NHS Ayrshire & Arran; Headquarters (KY); On-site; USD 34,000 - 47,000; Full time

Job summary

NHS Lanarkshire is seeking an IT Infrastructure Support post to deliver technical input for desktop systems across the IT Infrastructure remit. You will work with NHSL colleagues and external agencies to support desktop hardware and software.

The role requires a degree in IT or equivalent, plus experience in desktop support within a health service environment. On-call support for 24/7 IT systems may be required. NHS benefits are offered and the organisation promotes a diverse workforce.

Qualifications

• Degree level in a relevant IT discipline or equivalent experience.
• Experience in a desktop-related support role within an IT department.
• Preferably additional technical training and certifications in relevant skills/products.
• Experience in a health service environment is advantageous.

Responsibilities

• Provide assistance, advice and support to NHSL employees and approved contractors to maximize use of IT desktop infrastructure.
• Manage IT Service Desk calls and prioritize work to meet SLAs.
• Maintain high standards of customer service and ensure incidents are resolved mutually.
• Deal effectively with user complaints and escalate to line management when appropriate.

Skills

IT support

Desktop hardware

Customer service

SLA management

Education

Degree in IT or related discipline

Job description

About The Organisation

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services. We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

The Role

To provide technical support to all areas relating to IT Infrastructure. The post holder will support the IT Infrastructure systems in providing technical input for the implementation and support of all computer systems within the remit of IT Infrastructure. The post holder will work together with colleagues and users in NHSL and other external agencies to provide technical support for all desktop hardware and software.

In This Key Role, You Will

• Provide assistance, advice and support to all NHSL employees and approved 3rd party contractors in order to maximise the use of all IT desktop infrastructure and to ensure agreed levels of service support, control and safety are maintained, either in a site based or field based role
• Manage IT Service Desk calls prioritising allocated work to meet department SLA's
• Maintain a high standard of customer service and manage expectations of users to ensure solutions to incidents are mutually agreed and resolved.
• Deal effectively with user complaints and expand to line management where appropriate.

What You'll Bring

The post holder will be educated to or operating at degree level in a relevant IT discipline and have experience in a desktop related support role within an Information Technology Department. In addition, the post holder should preferably have additional technical training and certification in relevant technical skills and products. The post holder should preferably have experience in a health service environment. The post holder may be required to participate in the eHealth on-call support service which provides first line support for 24/7 IT systems in NHS Lanarkshire.

What We Offer

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

• Annual Leave - 35 days including public holidays
• Generous NHS pension scheme
• Annual incremental salary progression
• Paid sick leave increasing with length of service
• NHS discounts and more.

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.

• Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children's settings.

For informal discussion, please contact Sharon Campbell, Service Delivery Manager on [e-mail]. If you have any questions about the recruitment process or require support with your application, contact Jessica Murphy, Recruitment Administrator on [e-mail]