[ref. t80201622] Desktop Engineer - South, Central and West Commissioning Support Unit

We are committed to listening, learning and improving on our approach to ensure these principles remain at our heart, helping us all to thrive.

Job overview

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.

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.

This role can be delivered in a flexible hybrid way with any travel, site visits or meetings arranged by agreement on a very occasional basis

Applicants should be aware that you may not be eligible for skilled worker sponsorship if you apply for this post. If you require sponsorship, please ensure you have checked your eligibility via https://www.gov.uk/skilled-worker-visa/your-job or alternatively, please contact us via email on [email protected] to confirm the requirements of sponsorship can be met.

1. 1. Delivering the highest level of customer satisfaction and service
2. 2. Meeting defined performance targets
3. 3. Installation of Infrastructure equipment
4. 4. To promote and champion the use of industry best practices in the fields of deskside support and customer service
5. 5. Ensure all process and policies are adhered to for the successful delivery of the service, suggesting improvements where appropriate.
6. 6. Perform on-call duties as required
7. 7. Assist network data cable patching
8. 8. Provide 2nd line remote fix support as and when required by IT Services Management. 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.

Working for our organisation

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

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.

To find out more about what SCW has to offer, please visit Our offer to you page.

Detailed job description and main 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

Office location can be flexible within the NHS SCW estate and will be agreed upon offer of contract.

NHS SCW staff that are in posts considered to be agile will not be expected to attend office space for general working but will be required on occasions to attend face to face meetings and collaborative working sessions that may require travel to their home base or other locations across the estate or customer sites.

Please feel free to contact the Recruiting Manager of this vacancy to discuss further the working arrangement.

Some of our sites have accessible parking provision which is free or paid for work purpose this not contractual entitlement.

We make every effort to contact all candidates to let them know the outcome of their application. However, if you haven't heard back from us within 2 weeks after the closing date, please assume that your application has not been successful.

This is an exciting time to join NHS SCW

We are an NHS support and transformation organisation that helps health and social care organisations deliver the best possible care to people. As partners of choice to more than 200 organisations that support millions of people, our mission is to help deliver the NHS Long Term Plan, improving the health and wellbeing of communities.

We’re supporting clients whose vision and quest for innovation requires us to be flexible, adaptable and open to adventure; giving us the freedom to work in new ways, looking at things from a different angle and challenging the norm.

We are an equal opportunities employer committed to attracting and retaining the best people in order to provide the best possible services to our customers. Our people enjoy challenging, rewarding roles, supporting our customers to improve their local health and care services.

We want our people to fulfil their potential so we offer a wide range of training, opportunities to gain qualifications, as well as access to coaching, mentoring schemes and employee wellbeing and support for a healthy work-life balance.

We were selected as an NHS Employers Diversity and Inclusion Partner for three consecutive years 2015-2018 and are now proud to be Alumni of this programme.

If you are successful in your application, we will value your experience, your contribution and we will give you the knowledge to succeed as part of your specialist team and as part of our organisation.

Our values

Insightful: As experts in our fields, we understand the bigger picture and its complexities, we challenge convention, and we uncover opportunities.

Respectful: We treat everyone with respect and hope it will be returned. Recognising and valuing their knowledge, we involve our customers, teams and partners in decisions.

Please note NHS SCW asks successful candidates to upload their Right to Work and Identity documents for digital verification. If you are unable to provide the required documents for the digital verification or do not have access to a smartphone or tablet, this will result in the verification being done face-to-face.