Job summary
The EUC Desktop Engineer role reports to the EUC Desktop Manager and is responsible for providing proximity-based support for the Buckinghamshire Healthcare NHS Trust end user computing estate. A motivated and dynamic individual is required to join a progressive team supporting the offices, clinics and hospitals that fall under the Buckinghamshire Healthcare NHS Trust.
Main duties of the job
Drive high levels of customer service and satisfaction.
Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
Provide effective Problem management through trend analysis and investigation.
Provide remote and hands-on support for all end user computing software and devices deployed by the Trust.
Ensure excellent verbal and written communications are applied at all times.
Build, install, troubleshoot and repair software and hardware issues related to desktop/laptop and mobile devices.
Provide technical support for the Trust's healthcare applications.
Ensure appropriate and up-to-date documentation is maintained at all times.
Adhere to the Trust's internal processes and procedures.
Flexibility to travel and move equipment between the Trust's sites.
Complete desk and equipment moves.
Assist colleagues and drive positive team work.
Identify areas of improvement.
Act as resource for Projects when required including out of hours support.
Action and complete any other tasks assigned by your manager.
To be part of the department on-call rota where appropriate to provide out of hours support for key systems and infrastructure
To be available to support emergency planning, disaster recovery and business continuity processes
Patching network points/Assist network team when required
About us
Why colleagues think we are "a great place to work!"
What does Buckinghamshire Healthcare NHS Trust offer you?
As part of our BHT family, you'll benefit from learning and development opportunities to support your career progression.
Alongside NHS benefits of generous annual leave entitlement and pension scheme, you'll have access to NHS discount schemes.
We provide a range of health and wellbeing services to promote a healthy, happy workforce.
What do we stand for?
Our vision is to provide outstanding care, support healthy communities and be a great place to work.
Our mission is to provide personal and compassionate care every time.
We are working hard to increase diversity at all levels within the trust. We believe a diverse workforce can have a positive effect on both staff wellbeing and patient outcomes.
We welcome applications from black, Asian and minority ethnic candidates, LGBTQ+ candidates, candidates with disabilities and care-experienced candidates.
We are proud to achieve the Gold award for the Armed Forces Covenant and support applications from the Armed Forces Community. Please contact Pam.Daley@nhs.net (our Armed Forces Covenant Lead) if you would like guidance or assistance with your application.
We make employment decisions by matching our service needs with the skills and experience of candidates, regardless of age, disability, gender, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.
Job description
Job responsibilities
Responsibilities
Drive high levels of customer service and satisfaction.
Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
Provide effective Problem management through trend analysis and investigation.
Provide remote and hands-on support for all end user computing software and devices deployed by the Trust.
Ensure excellent verbal and written communications are applied at all times.
Build, install, troubleshoot and repair software and hardware issues related to desktop/laptop and mobile devices.
Provide technical support for the Trusts healthcare applications.
Ensure appropriate and up-to-date documentation is maintained at all times.
Adhere to the Trusts internal processes and procedures.
Flexibility to travel and move equipment between the Trusts sites.
Complete desk and equipment moves.
Assist colleagues and drive positive team work.
Assist and mentor Service Desk colleagues.
Identify areas of improvement.
Act as resource for Projects when required including out of hours support.
Action and complete any other tasks assigned by your manager.
To be part of the department on-call rota where appropriate to provide out of hours support for key systems and infrastructure
To be available to support emergency planning, disaster recovery and business continuity processes
Patching network points/Assist network team when required
Required Competencies
Flexible, motivated and positive can-do attitude.
Ability to effectively communicate technical issues to non-technical end users.
Strong written and verbal communication skills.
Strong customer service mentality.
Valid driving license.
Flexibility to travel between Trust sites.
Ability to follow process documentation and update where necessary.
Ability to learn and adapt to new technologies and processes.
Experience of Mobile Device Management solutions.
Office 365
Essential Technical Skills
Advanced knowledge of Windows deployment, administration and troubleshooting
Support and troubleshooting of desktop/laptop hardware and peripheral devices (inc. printers).
Experience of working in an ITIL based environment.
Experience of ITSM/Service Desk Tools.
Experience with image and software deployment tool.
Knowledge of LAN fundamentals.
Working knowledge of Active Directory.
Support and troubleshooting of Microsoft Office 365 (inc. Outlook) and above.
Desirable Technical Skills
Microsoft SCCM and Intune
ITIL Foundation Qualification
Experience of Service Now
Experience of working in the NHS or other public services.
Job description
Job responsibilities
Responsibilities
Drive high levels of customer service and satisfaction.
Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
Provide effective Problem management through trend analysis and investigation.
Provide remote and hands-on support for all end user computing software and devices deployed by the Trust.
Ensure excellent verbal and written communications are applied at all times.
Build, install, troubleshoot and repair software and hardware issues related to desktop/laptop and mobile devices.
Provide technical support for the Trusts healthcare applications.
Ensure appropriate and up-to-date documentation is maintained at all times.
Adhere to the Trusts internal processes and procedures.
Flexibility to travel and move equipment between the Trusts sites.
Complete desk and equipment moves.
Assist colleagues and drive positive team work.
Assist and mentor Service Desk colleagues.
Identify areas of improvement.
Act as resource for Projects when required including out of hours support.
Action and complete any other tasks assigned by your manager.
To be part of the department on-call rota where appropriate to provide out of hours support for key systems and infrastructure
To be available to support emergency planning, disaster recovery and business continuity processes
Patching network points/Assist network team when required
Required Competencies
Flexible, motivated and positive can-do attitude.
Ability to effectively communicate technical issues to non-technical end users.
Strong written and verbal communication skills.
Strong customer service mentality.
Valid driving license.
Flexibility to travel between Trust sites.
Ability to follow process documentation and update where necessary.
Ability to learn and adapt to new technologies and processes.
Experience of Mobile Device Management solutions.
Office 365
Essential Technical Skills
Advanced knowledge of Windows deployment, administration and troubleshooting
Support and troubleshooting of desktop/laptop hardware and peripheral devices (inc. printers).
Experience of working in an ITIL based environment.
Experience of ITSM/Service Desk Tools.
Experience with image and software deployment tool.
Knowledge of LAN fundamentals.
Working knowledge of Active Directory.
Support and troubleshooting of Microsoft Office 365 (inc. Outlook) and above.
Desirable Technical Skills
Microsoft SCCM and Intune
ITIL Foundation Qualification
Experience of Service Now
Experience of working in the NHS or other public services.
Person Specification
EDUCATION, QUALIFICATIONS & TRAINING
Desirable
- Relevant IT Qualification
- Evidence of on-going personal development.
- GCSE in English and Mathematics at grade A to C or equivalent.
- Higher/further/vocational education qualification ITIL Foundation Certificate.
Experience
Essential
- Previous experience of working in a Service Desk/Helpdesk environment providing support to staff.
Desirable
- Previous experience of working in a public sector environment.
- Evidence of working to ITIL principles.
SKILLS, ABILITIES & KNOWLEDGE
Essential
- Excellent written communication skills using clear and unambiguous language
Desirable
- Ability to document work accurately
SKILLS, ABILITIES & KNOWLEDGE
Desirable
- Knowledge of Health and Safety Principles.
- Good understanding of desktop, server and network systems and how they interlink and function to provide an integrated IT infrastructure.
Person Specification
EDUCATION, QUALIFICATIONS & TRAINING
Desirable
- Relevant IT Qualification
- Evidence of on-going personal development.
- GCSE in English and Mathematics at grade A to C or equivalent.
- Higher/further/vocational education qualification ITIL Foundation Certificate.
Experience
Essential
- Previous experience of working in a Service Desk/Helpdesk environment providing support to staff.
Desirable
- Previous experience of working in a public sector environment.
- Evidence of working to ITIL principles.
SKILLS, ABILITIES & KNOWLEDGE
Essential
- Excellent written communication skills using clear and unambiguous language
Desirable
- Ability to document work accurately
SKILLS, ABILITIES & KNOWLEDGE
Desirable
- Knowledge of Health and Safety Principles.
- Good understanding of desktop, server and network systems and how they interlink and function to provide an integrated IT infrastructure.
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.
