Desktop Engineer
Job summary
*Please note that previous applicants need not apply*
We have an exciting opportunity for a full-time, permanent, Desktop Engineer to join our team within the Digital, Data & Technology (DDaT) directorate here at NHS South, Central and West (NHS SCW.)
The successful applicant will be providing 2nd line support to users of the NHS SCW's IT systems within the Service Level Agreement (SLA) timescales and requirements. They will also be configuring, installing and maintaining a wide-range of IT equipment including desktop hardware, software, peripherals, printers, network switches, applications, liaison with and support of 3rd party systems and support of National NHS systems (including clinical systems) as well as network patching.
You will provide assistance, advice, and fault resolution to users of NHS SCW's IT equipment, systems, and network, and manage their own workload within DDaTs call management service, as well as supporting other teams within DDaT including Projects, Technical Operations and Digital Services to deliver their services.
SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.
Main duties of the job
1.1. Delivering the highest level of customer satisfaction and service
1.2. Meeting defined performance targets
1.3. Installation of Infrastructure equipment
1.4. To promote and champion the use of industry best practices in the fields of deskside support and customer service
1.5. Ensure all process and policies are adhered to for the successful delivery of the service, suggesting improvements where appropriate.
1.6. Perform on-call duties as required
1.7. Assist network data cable patching
1.8. Provide 2nd line remote fix support as and when required by IT Services Management
About us
The post holder will join a strong and supportive team of Desktop professionals covering GP sites and corporate staff across Buckinghamshire, Oxfordshire and Berkshire. This role will be based in Reading, Berkshire and will be supporting the Berkshire area with a requirement to cover other areas if needed. NHS experience in a previous role would be an advantage however we are looking for the right person who has the passion and dedication along with the technical skills and knowledge to make this role their own.
They will need to be a business insured car user.
As an employee you can benefit from:
- Company pension scheme
- 27 days holiday raising to 29 after 5 years' service and 33 at 10 years.
- Blue Light Card - discount card for NHS employees
- NHS Fleet Solutions - Car leasing
- Company phone
To find out more about what SCW has to offer, please visit Our offer to you page.
Job description
Job responsibilities
The Job Description and Person Specification for the role are outlined in the attached Job Description.
Please read these before applying for the role. If you believe this role is for you and you also possess good communication skills, have a customer orientated approach, and believe you can add to a well-established team then we hope to hear from you soon.
Thank you for reading.
Person Specification
Values & Behaviours
- Patient First - Customer Excellence
- Aspirational
- Collaborative
- Insightful
- Respectful
Education
- ITIL Foundation Level Certificate
Knowledge & Experience
- Degree (or equivalent) in IT, Information Systems, related subject, or 2 years in a relevant role
- Good general level of education to GCSE or equivalent, particularly in English and Mathematics
- Evidence of continuing professional development
- Evidence of general knowledge and experience in supporting hardware, operating systems and applications
- Good understanding of PCs and peripheral hardware, Microsoft Office applications, Windows Desktop operating system, PC Desktop operating systems and Office Applications, Patient Administration system, Email, Web Browser applications, Service Desk systems, Microsoft Windows client OS, Basic Network troubleshooting, IT Security basics, ITSM tools, e.g. TOPdesk.
- Microsoft Desktop Support Technician Certificate (MCDST) (Windows 7 / 10) or equivalent
- Knowledge of Primary Care and Clinical Commissioning environment
Skills & Capabilities
- Ability to work independently and on own initiative, with periodic supervision, but access to support as and when required
- Ability to draw on skills, experience and knowledge to evaluate competing evidence, and advise on a range of complex options
- Able to work in a team with good interpersonal skills including tact and discretion
- Ability to accurately follow documented procedures
- Ability to deal with technical information which requires analysis and interpretation, before being presented to a non-specialist audience
- Strong stakeholder management skills, with the ability to communicate with staff in all disciplines and at all levels
- Excellent verbal and telephone communication skills
- Full Driving Licence
- Demonstrate a commitment to undertake further training and development as agreed with line manager
- Self-motivated with the ability to motivate and empower others to achieve specific goals
- Drive, passion and enthusiasm, with the ability to relate well with other members of the team
- Enhanced keyboard skills
- Frequent manual handling of IT equipment including PCs, Servers and Racks
- Ability to deal with variations in workload and an unpredictable work pattern
- Frequent requirement to re-prioritise work and resources
- Periods of intense concentration required when diagnosing and resolving complex IT service issues
- Occasional exposure to distressing or emotional circumstances (such as frustrated end users with technical issues which prevent them from doing their job)
- Regular requirement to work in pressurised environment and manage competing priorities with resource challenges
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.
Employer details
Employer name
NHS South Central and West Commissioning Support Unit
Address
NHS SCW CSU
Reading (Hybrid)
RG30 2BA
https://www.scwcsu.nhs.uk/
- Company
- NHS South Central and West Commissioning Support Unit
- Location
- Reading (Hybrid), United Kingdom RG30 2BA
Hybrid / WFH Options - Employment Type
- Permanent
- Salary
- £28407.00 - £34581.00 a year
- Posted
- Company
- NHS South Central and West Commissioning Support Unit
- Location
- Reading (Hybrid), United Kingdom RG30 2BA
Hybrid / WFH Options - Employment Type
- Permanent
- Salary
- £28407.00 - £34581.00 a year
- Posted