ICT Support Engineer

Royal Papworth Hospital NHS Foundation Trust

The closing date is 14 May 2025

Job summary

The ICT Department is responsible for delivering information systems and services across the organisation, enabling seamless clinical and business integration. It plays a key role in shaping the ICT Technology strategy and overseeing the implementation of all delivery programmes and services. The department ensures the availability of a wide range of essential ICT services, many of which operate 24/7.

The ICT Support Engineer is tasked with providing comprehensive technical support, encompassing software applications, IT hardware, Active Directory, and asset management.

This role may involve working across multiple sites, including the administration centre in Huntington and the Royal Papworth Hospital NHS Foundation Trust at the Cambridge Biomedical Campus, with a primary focus on the latter location.

Main duties of the job

The individual in this role will be responsible for delivering first, second and third line technical support to users of computer hardware and systems across the Trust, adhering to established standards and procedures.

The department operates in alignment with ITIL standards.

The successful candidate should possess strong expertise in Microsoft systems and related technologies, including helpdesk applications, endpoint management solutions, and mobile device management (MDM).

This role requires a collaborative team player with excellent communication skills, both written and verbal, and a friendly, approachable demeanour.

Participation in a rotational on-call, out-of-hours support service will be required, along with potential multisite working. For this purpose, holding a full driving license is highly recommended.

If you wish to apply, please refrain from using AI technologies in completing your application.

About us

Royal Papworth Hospital NHS Foundation Trust is the UK's leading heart and lung hospital, delivering care to more than 50,000 patients a year in its new state-of-the-art hospital in Cambridge. We perform the most heart and/or lung transplants in the UK and carried out the UK's first successful heart transplant in 1979. It also offers emergency heart attack treatment, sleep centre care and is one of just five centres nationally for those in severe respiratory failure.

Based on the Cambridge Biomedical Campus the largest centre of medical research and health science in Europe the Trust is at the heart of treatments of the future. Royal Papworth became the first hospital trust in the country to be rated outstanding in all five areas assessed by the Care Quality Commission - a rating it still holds today. The Trust holds its values of compassion, excellence & collaboration at its core, and all colleagues joining the team are expected to uphold these in their day-to-day roles & interactions. Royal Papworth is proud of its diverse workforce and encourages people to embrace their individuality.

The Trust values difference and welcomes all applications irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy & maternity, race, religion & belief, sex and sexual orientation. Providing they meet the minimum post criteria, applicants with disabilities will be offered an interview.

For a street view tour: https://royalpapworth.nhs.uk/virtual-tour

Date posted

01 May 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

175-2526-2-IT1228

Job locations

Royal Papworth Hospital

Papworth Road

Cambridge Bio Medical Campus

Cambridge

CB2 0AY

Kingfisher House, Huntingdon

Kingfisher Way, Hinchingbrooke Business Park

Huntingdon

Cambridge

PE29 6FH

Job description

Job responsibilities

On this page you will find a Role Profile which provides information about the hospital and full details about the role. We recommend that you review this and refer to it as you complete your application. Please include how you will meet the Trust Values Compassion, Excellence and Collaboration. If you would like more information about the role or working at Royal Papworth Hospital, please get in touch with the contact for this role.

Job description

Job responsibilities

Person Specification

Qualifications

Essential

Educated to GCSE level and evidence of IT training and qualifications - I.e. ITIL or MCP or MCSE or CompTIA

Desirable

MCP or MCSE

Experience

Essential

Experience of working in an IT environment using a recognised Helpdesk system with a strong customer focus and shown team player experience
An in-depth Knowledge of Microsoft Systems with accreditation experience of working in an IT environment. Excellent knowledge of Hardware and software problem solving
Ability to use own judgement when allocating priority to Service Desk calls
Ability to work under pressure to tight timescales
Shown problem-solving skills
Ensure that all data contained on the Service Desk system and other associated systems are accurate and available at all times
Ability to quickly and accurately determine user problems when liaising with staff
Always remain calm and professional
Dealing with stressed and demanding users and problems
Strong proven interpersonal skills
Have a flexible working approach to the needs of the Hospital

Desirable

Previous relevant NHS or public sector experience

Additional Criteria

Essential

Please provide evidence of your commitment to uphold the Trust's values: Compassion, Excellence, Collaboration
Participation in and out of hours support rota if required
Full UK accepted driving License
Ability to undertake manual handling tasks. Lifting, bending etc

Person Specification

Qualifications

Essential

Educated to GCSE level and evidence of IT training and qualifications - I.e. ITIL or MCP or MCSE or CompTIA

Desirable

MCP or MCSE

Experience

Essential

Experience of working in an IT environment using a recognised Helpdesk system with a strong customer focus and shown team player experience
An in-depth Knowledge of Microsoft Systems with accreditation experience of working in an IT environment. Excellent knowledge of Hardware and software problem solving
Ability to use own judgement when allocating priority to Service Desk calls
Ability to work under pressure to tight timescales
Shown problem-solving skills
Ensure that all data contained on the Service Desk system and other associated systems are accurate and available at all times
Ability to quickly and accurately determine user problems when liaising with staff
Always remain calm and professional
Dealing with stressed and demanding users and problems
Strong proven interpersonal skills
Have a flexible working approach to the needs of the Hospital

Desirable

Previous relevant NHS or public sector experience

Additional Criteria

Essential

Please provide evidence of your commitment to uphold the Trust's values: Compassion, Excellence, Collaboration
Participation in and out of hours support rota if required
Full UK accepted driving License
Ability to undertake manual handling tasks. Lifting, bending etc

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.