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End User Technology Desktop Support Engineer

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Guy's and St Thomas' NHS Foundation Trust

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • London

AI generated summary

  • You must manage targets in a high call volume, communicate effectively, deliver outstanding customer service, and support users at the IT TechZone with both reactive and proactive approaches.
  • You will provide 2nd line support, manage incidents, document issues, communicate with users, and assist at the IT TechZone, ensuring high-quality customer service in a busy environment.

Requirements

  • Note: Previous unsuccessful applications within the last 3 months need not apply.
  • The Engineer will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment.
  • 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.

Responsibilities

  • 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.

FAQs

What is the primary responsibility of the End User Technology Desktop Support Engineer?

The primary responsibility of the End User Technology Desktop Support Engineer is to maintain communication channels with customers and the IT department while providing 2nd line support to troubleshoot and resolve issues, manage incidents and requests, and ensure effective service delivery.

How many End User Technology Desktop Support Engineers are being recruited?

Guy’s and St. Thomas’ Foundation Trust is looking to recruit four additional End User Technology Desktop Support Engineers.

What is the scope of the IT services provided by the team?

The IT services provided support two large NHS hospitals (Guy’s and St. Thomas’), various satellite units, and community-based PCTs, serving over 20,000 users in and around London.

What communication channels should Engineers use to respond to incidents and requests?

Engineers should respond to incidents and requests reported via multiple channels including phone, email, self-service, and in person.

Is customer service an important aspect of this role?

Yes, offering outstanding customer service and supporting users in a friendly, open manner is a critical aspect of the role.

Will the Engineers be required to keep users updated on the progress of their issues?

Yes, Engineers are responsible for monitoring progress and keeping users informed about their incidents and requests.

What type of approach is the role focused on?

The role involves both a reactive and a proactive approach to service delivery, focusing on maintaining and improving service levels.

Where will users be able to get support from the Engineers?

Users can get support from the Engineers at the IT TechZone, where they can receive assistance and hardware.

What is the expected workload for the Engineers?

Engineers are expected to proactively manage targets and provide effective and efficient responses in a high call volume environment.

Who should be contacted for further details or informal visits regarding the position?

For further details or informal visits, interested individuals can contact EUT Management at the email address dave.hardwar@gstt.nhs.uk or by phone at 020 7188 7188.

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Guy's and St Thomas' NHS Foundation Trust

Our values: put patients first, take pride in what we do, respect others, act with integrity, strive to be the best. 💙

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Guy's and St Thomas' NHS Foundation Trust is a leading healthcare provider in the UK, offering a wide range of medical services through its hospitals and community services. The Trust is dedicated to providing high-quality, compassionate care to patients while advancing medical research and education. Their ultimate mission is to improve health outcomes and enhance the well-being of the communities they serve. The Trust is committed to innovation, excellence in care, and ensuring equitable access to healthcare for all.