Desktop Support Engineer (1st and 2nd Line Support)
Location: NHS Trust Hospital
Department: Digital Services
About Us:
Join our dynamic Digital Services team at [Hospital Name], where your expertise will help maintain and enhance the integrity, availability, and security of our ICT infrastructure. You'll play a critical role in ensuring our systems and applications are functioning optimally, directly contributing to the quality of care we provide to our patients.
Role Summary:
We are seeking a skilled Desktop Support Engineer to provide 1st and 2nd line support for the Trust's ICT Infrastructure, with a primary focus on end-user environments. This role covers the entire spectrum of digital infrastructure, ensuring that all systems and applications are secure, efficient, and available. The ideal candidate will have a solid understanding of ICT infrastructure, particularly end-user devices, Windows desktops, and tablets.
Key Responsibilities:
- End User Support: Provide 1st and 2nd line support with a focus on end-user computing services, ensuring all tasks are prioritized, actioned, or logged appropriately.
- Device Deployment: Build and deploy end-user computing devices across various locations, ensuring compliance with Digital Service Standards and meeting deployment timescales.
- Testing and Troubleshooting: Test new standard builds, identify and resolve issues, and deploy software without compromising device integrity.
- Performance Management: Ensure all end-user devices are functioning effectively, performing to specifications, and suitable for their intended function.
- Hardware and Software Support: Install and configure additional hardware or software, offer application support, and manage peripherals like printers.
- Issue Resolution: Analyze complex information to provide quick and appropriate solutions, logging all issues for team visibility.
- Security and Compliance: Identify, log, and report security breaches during incident investigations, promoting best practices and resolving security issues.
- Account Administration: Manage Active Directory, email accounts, and access control in line with Trust policies.
- Password Management: Provide password administration, including resets, in accordance with procedures and Trust policy.
- Incident Recovery: Deliver 1st and 2nd line IT support to help users recover from incidents swiftly, offering advice on known solutions.
- Infrastructure Support: Resolve infrastructure incidents involving desktops, printers, applications, software, and peripherals.
Requirements:
- Solid knowledge of ICT infrastructure with a focus on end-user devices, Windows desktops, and tablets.
- Experience in providing 1st and 2nd line IT support.
- Proficiency in Active Directory and email account administration.
- Strong problem-solving skills with the ability to analyze complex information and determine appropriate resolutions.
- Excellent communication skills and the ability to provide clear guidance and support to end-users.
- Understanding of security best practices and Trust policies.
- Ability to work independently and collaboratively within a team environment.
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