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Desktop Support Engineer

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Frimley Health NHS Foundation Trust

2mo ago

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

AI generated summary

  • You need a degree or equivalent experience, Microsoft Desktop support certification, PC hardware/software expertise, and knowledge of Windows 10/11, Active Directory, and ITIL methodologies.
  • You will resolve user technical issues, maintain communication during troubleshooting, provide IT support out of hours, configure new equipment, and document services per established standards.

Requirements

  • Qualifications
  • Essential criteria
  • Degree level qualification or relevant experience
  • Microsoft Certified Desktop Support Technician
  • Relevant experience equivalent to desirable Microsoft qualifications
  • Desirable criteria
  • Other Microsoft professional qualifications e.g. MCP, MCSE
  • Network + certification
  • ITIL Foundation Exam
  • Experience
  • Essential criteria
  • Experience of working in a IT/user support environment
  • Significant experience of PC hardware, operating systems and applications software including configuration, delivery and installation of PCs, monitors, terminals, printers and peripherals
  • Desirable criteria
  • Experience of working in NHS / Healthcare services
  • Experience supporting Epic clinical systems
  • Skills and Knowledge
  • Essential criteria
  • Detailed knowledge of Windows 10/11 Desktop Operating Systems
  • Desktop Thin Client, particularly Igel UMS
  • MS Active Directory
  • Mobile Device management
  • Microsoft O365 administration and support
  • LAN/WAN technologies
  • Working with a modern ITSM toolset
  • Understanding of the Data Protection Act and Caldicott requirements, and general awareness of Security and Confidentiality issues
  • ITIL Methodologies
  • Good estimation skills in being able to assess time required to undertake technical tasks and form plans based on this information.

Responsibilities

  • Resolving technical faults for users allocated to the team by the IT Service Desk in an effective and timely manner
  • Delivering a high degree of customer service for all relevant support queries and developing excellent customer relationships ensuring ongoing communications with users during fault resolution
  • Ensuring that all support calls and requests passed to the Team are dealt with appropriately and in accordance with defined policies and procedures, in accordance with service level agreements
  • Part of an on call team to provide IT support out of hours
  • Providing development service to install, setup and configure new IT equipment for users such as PC’s, printers, tablets, laptops and scanners for staff across the Trust sites
  • Developing and maintaining documentation of Digital Services service
  • Working to agreed standards and policies

FAQs

What is the main role of the Desktop Support Engineer at Frimley NHS Foundation Trust?

The main role is to provide friendly, professional, and efficient 2nd line technical support to colleagues across the Trust, ensuring a high standard of service and a seamless digital experience.

Where is the position located?

The position is located at Frimley Park Hospital.

What qualifications are required for this position?

A degree level qualification or relevant experience, and a Microsoft Certified Desktop Support Technician certification are essential.

Is experience in the NHS or healthcare services necessary for this role?

No, experience in the NHS or healthcare services is desirable but not essential.

What specific technical skills are required?

Detailed knowledge of Windows 10/11, MS Active Directory, Microsoft O365, LAN/WAN technologies, mobile device management, and working with a modern ITSM toolset are required.

Are there additional benefits for employees at Frimley Health NHS Foundation Trust?

Yes, there are first-class development opportunities, support for a healthy work-life balance, and encouragement for flexible working patterns.

Will the Desktop Support Engineer be required to provide support outside of normal working hours?

Yes, the successful candidate will be part of an on-call team to provide IT support out of hours.

What type of support will the Desktop Support Engineer provide?

The support will include resolving technical faults, installing and configuring new IT equipment, and maintaining documentation of digital services.

Are there opportunities for further qualifications or training in this role?

Yes, the Trust offers a wide range of professional, management, leadership, and clinical skills training for staff.

What are the key expectations regarding customer service in this role?

There is an expectation to deliver a high degree of customer service for all relevant support queries and to develop excellent customer relationships, ensuring ongoing communication with users during fault resolution.

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Frimley Health NHS Foundation Trust

Our vision is to be a leader in health and wellbeing, delivering exceptional services for our communities.

Science & Healthcare
Industry
10,001+
Employees
2014
Founded Year

Mission & Purpose

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As well as a performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. The Trust’s vision is to lead in delivering exceptional health and well being services to our communities. Turning our vision into reality, we are continuing to make significant invest in our infrastructure and facilities, striving for excellence and empowering our people to deliver excellence. Providing a supportive, dynamic MDT working environment, allowing our teams to deliver high quality patient care and achieving work life balance, whilst encouraging continuous professional development. We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in Health & Wellbeing, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. Services are delivered from three main hospital sites: Frimley Park Hospital (Camberley) Heatherwood Hospital (Ascot) Wexham Park Hospital (Slough) Additionally, the Trust delivers outpatient and diagnostic services from Aldershot, Farnham, Fleet, Windsor, Maidenhead and Bracknell bringing a range of services closer to these communities. We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties. We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June 2022 and we are already beginning to reap the benefits of this ambitious investment. Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients.