Job summary
Guy's and St. Thomas' Foundation Trust are looking to recruit four additional End User Technology Desktop Support Engineer to support all London sites.
We provide IT services to two large NHS hospitals (Guy's and St. Thomas'), various satellite units and community based PCTs. This service supports over 20,000 users based in various locations in and around London.
Note: Previous unsuccessful applications within the last 3 months need not apply.
Main duties of the job
The End User Technology Desktop Engineer is responsible for maintaining the communication channels with the customer and the IT department and providing the 2nd line support which includes troubleshooting and resolving issues within their remit.
The Engineer is responsible for responding to incidents and requests reported to the team from multiple channels (phone, email, self service and in person) and the life cycle management of incidents, queries and problems, including directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user's details, problems and resolutions and other pertinent information in the log.
The Engineer will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to assisting keep the hospital running.
They will also need to be an excellent communicator who can support our users in a friendly, open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.
The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust. This role also includes working at the IT TechZone where users can come to get support including receiving hardware.
About us
The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, and especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King's College London (KCL) and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalised into a shared service operating model that will be deployed across GSTT, KCH and RBH
Job description
Job responsibilities
Further information on the role and its requirements can be found in the attached job description and person specification documentation
Job description
Job responsibilities
Further information on the role and its requirements can be found in the attached job description and person specification documentation
Person Specification
Education / Qualifications
Essential
- Degree in an IT specialism or equivalent relevant technical experience
Desirable
- Other recognised ICT qualification
- ITIL v3 Foundation
Experience
Essential
- Relevant experience of working in a service management focused environment maintaining service in line with Service Level Agreements
- Experience in effectively supporting a large scale, complex IT&T environment.
- Proven technical abilities in the key areas of End User Technology as detailed above
Desirable
- Experience in the use of Service Management systems (Incident, Change, etc)
Knowledge
Essential
- Knowledge and demonstrable technical skills in: Active Directory administration
- Practical knowledge of Microsoft Office Suite (Word, Excel, Visio, PowerPoint, Project)
- Desktop and laptop PC hardware, Handheld and mobile devices and Printer and multi-functional device hardware maintenance
- Understanding of the ITIL Framework
- Understanding of Service Management Systems
- Able to prioritise workloads and resource them in response to changing demands and requirements
Desirable
- In depth knowledge and demonstrable technical skills
Skills
Essential
- In depth Knowledge of Windows 10 Desktop Operating System
- Able to deal with staff, customers and suppliers at all levels
- Able to plan and own a task through to completion
- The ability to work in a fully flexible working environment
- Able to work independently and on own initiative
- Proven time management skills
- Flexibility is essential as taking part of on call out of hour's rota is necessary to support the needs of the business.
- Passion for new emerging Technologies
- Strong customer focus and excellent communication skills
Person Specification
Education / Qualifications
Essential
- Degree in an IT specialism or equivalent relevant technical experience
Desirable
- Other recognised ICT qualification
- ITIL v3 Foundation
Experience
Essential
- Relevant experience of working in a service management focused environment maintaining service in line with Service Level Agreements
- Experience in effectively supporting a large scale, complex IT&T environment.
- Proven technical abilities in the key areas of End User Technology as detailed above
Desirable
- Experience in the use of Service Management systems (Incident, Change, etc)
Knowledge
Essential
- Knowledge and demonstrable technical skills in: Active Directory administration
- Practical knowledge of Microsoft Office Suite (Word, Excel, Visio, PowerPoint, Project)
- Desktop and laptop PC hardware, Handheld and mobile devices and Printer and multi-functional device hardware maintenance
- Understanding of the ITIL Framework
- Understanding of Service Management Systems
- Able to prioritise workloads and resource them in response to changing demands and requirements
Desirable
- In depth knowledge and demonstrable technical skills
Skills
Essential
- In depth Knowledge of Windows 10 Desktop Operating System
- Able to deal with staff, customers and suppliers at all levels
- Able to plan and own a task through to completion
- The ability to work in a fully flexible working environment
- Able to work independently and on own initiative
- Proven time management skills
- Flexibility is essential as taking part of on call out of hour's rota is necessary to support the needs of the business.
- Passion for new emerging Technologies
- Strong customer focus and excellent communication skills
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
