Overview
IT Service Desk Engineer
Our IT Department provides technical support to the Queen Victoria Hospital NHS Foundation Trust. We are looking to appoint an additional team member to our busy Digital Service Desk. You must be able to work as a member of a team, be self-motivated and enthusiastic, with a good understanding of computer hardware, software and networks, and good verbal and written communication skills are essential. Your role will involve answering the phone, dealing with staff experiencing problems with IT related issues and resolving technical problems either over the phone or by visiting the department. You will also play a part in the implementation of projects as directed by the Head of IT.
Role and responsibilities
* The IT Service Desk Engineer is the first point of contact for QVH staff to assist in troubleshooting IT technical issues.
* Contribute towards the provision of a comprehensive IT and network support services to users within the Trust.
* Ensure Information Management and Technology (IM&T) information is processed in accordance with policies and procedures.
* Investigate routine enquiries and queries from staff and provide assistance and advice as required.
* Log and manage IT helpdesk incidents and Service Requests to ensure they have been completed within the specified time based on priority and Service Level Agreements.
* First Line Support: Over the telephone and helpdesk system – resolving clinical/non-clinical IT problems with guidance, training and technical know-how.
* Second Line Support: Onsite support – resolving clinical/non-clinical IT problems by analysing complex software/hardware factors.
* Diagnose, resolve and maintain computer systems, hardware and software faults for networked desktops and peripherals.
* Safe use of equipment other than equipment used personally; safe use of expensive equipment; installation and/or repair and maintenance of physical assets.
* Accurately record and respond to users' IT support desk tickets, managing the number of calls and prioritising calls depending on severity.
* Jointly responsible for ensuring that regular system back-ups are carried out, for maintaining and checking back-up logs and restoring files as required in conjunction with the IT Deputy Manager / Head of IT.
Requirements
* Team player who is self-motivated and enthusiastic.
* Good understanding of computer hardware, software and networks.
* Good verbal and written communication skills.
* Ability to work as part of a busy Digital Service Desk and contribute to projects as directed by the Head of IT.
This advert closes on Tuesday 2 Sep 2025.
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