IT Operations Engineer
Closing date: 10 May 2026.
We are seeking a permanent IT Operations Engineer in the Service Delivery Operations Team based at Jubilee Court, St Helens. The role involves providing first‑ and second‑line telephone‑based support to customers across NHS Trusts, Primary Care, ICBs and General Practices, using a call logging system and Microsoft desktop software.
Job Responsibilities
* Provide 1st & 2nd line telephone‑based support to customers.
* Deliver 1st line support for IT, Helpdesk, DEV, Network and Trainers, and IT support services for user base including Acute Trust, Community Clinics and general practices during 08:00–20:00.
* Display excellent customer care skills at all times.
* Perform essential hardware and software housekeeping routines for supported applications and systems, both locally and remotely.
* Provide essential hardware and software application support, ensuring technologies are appropriately maintained for the Health Community.
* Solve and configure PC systems and associated peripherals and specialist device adapters as required.
* Maintain strong knowledge of hardware components and system software tools.
* Respond to hardware and software failures, ensuring complete and secure fixes.
* Report all user incident details using the Informatics IT Call Log Database, following existing procedure and change control.
* Provide effective communication and incident report details.
* Maintain adherence to local and statutory regulations regarding the use of data and computer facilities, including the Data Protection Act and Copyright laws.
* Support installations of key developments of new system infrastructure.
* Assist with installation of IT equipment and software implementations, minimizing user disruption.
* Assist with projects to support operational changes or developments requiring information technology.
* Undertake routine and general support duties as required.
* Remain aware of current legislative conditions, particularly the Data Protection Act 1998 and the Computer Misuse Act 1990, and perform duties accordingly.
* Handle confidential information relating to patients and staff with strict confidentiality to avoid dismissal.
* Carry out duties appropriate to the grade as directed by the Director of Informatics.
Additional Information
* Base: The post holder will be based at premises used by the Midlands Digital Alliance (MMDA). Due to the multi‑site nature of the organisation, the post holder must be a car driver and owner, with mileage allowance payable.
* Flexibility: The role may require shift attendance patterns and flexibility to reflect changing requirements, including 24/7 support where negotiated with staff and representatives.
Qualifications
* GCSE level education and/or equivalent qualification and/or experience.
* Working towards Microsoft Certified Engineer and/or equivalent experience.
* A+ IT computer systems and/or equivalent qualification and/or experience.
* NVQ in IT computer systems and/or equivalent qualification and/or experience.
* Higher educational achievement or working towards City & Guilds A+ IT certificates.
Knowledge and Experience
* Significant experience within an IT operational support environment.
* First line telephone/remote management support.
* Installation and configuration of hardware and software packages for the Health Community.
* Experience in a helpdesk/service desk environment.
* Experience of working on telephone‑based support.
* Configure PC systems and associated peripherals and special device adapters.
* Experience of working within the NHS in a support role.
Skills
* Desk and remote management support skills.
* Excellent customer care skills.
* Remote management methods and tools.
* Strong communication and presentation skills.
* Good problem‑solving skills.
* Ability to summarise call details in helpdesk tools.
* Ability to work within a team of dedicated IT workers at all levels.
* Provide support for all users with IT service management and service delivery.
* Motivated by new technologies and innovative in deployment.
* Provide the highest possible quality of service to users.
* Provide first line support for operational administrative clinical services as agreed under service levels.
* Knowledge of NHS organisations and roles, e.g. Acute, Primary Care.
Other
* Clear focus on IT support services and the ability to identify and meet organisational expectations.
* Ability to work under pressure, dedication and commitment to providing an excellent service.
* Assist in setting quality standards within IT support groups.
* Ability to travel to various hospital locations by own car/assisted driver.
Salary: £28,392 to £31,157 per annum, pro rata.
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