As a Desktop Engineer, your role will be instrumental in liaising with Trust management, staff, and pertinent NHS and external entities to deliver top-tier engineering support. Your purview will include the maintenance, and security of our comprehensive digital technical services, spanning hardware, software, security, and infrastructure provisions for the Trust.

Your responsibility is grounded in adhering to best practices, ensuring the Trust's digital backbone is robust, resilient, and primed to support our commitment to first-class healthcare delivery. You will extend this expertise by providing guidance and support to fellow staff within the Digital Technology Department, Trust managers, and end-users. Your insights will be key in the proficient use, management, and security of all digital technology facets.

In this role, your strategic thinking and technical proficiency will play a critical role in upholding our commitment to providing reliable, efficient, and secure digital platforms that enable the Trust to deliver world-class healthcare services to our stakeholders.As an End User Compute Engineer, you will play a central role within the Digital Services division, working in close synergy with our Service Desk, Network & Telecoms, and Technical Services teams. Your mission will be to provide outstanding support to our robust user base of 3,500 staff members.

Main duties of the job

Your area of influence will span across our extensive array of devices, including laptops, desktops, and printers. While our support is predominantly provided remotely, there will be occasions where you'll engage in on-site troubleshooting to address more intricate issues.A crucial element of your role will be problem management, necessitating a blend of proactive and reactive strategies. Your expertise will be paramount in anticipating potential issues and promptly responding to unforeseen technical difficulties.

Device security will be a prime responsibility, which will involve you ensuring that all software is updated, antivirus systems are in place and functional, and security alerts are rapidly addressed to safeguard our operations.

Another vital aspect of your role is device preparation, involving the installation of our Trust image on new devices, ensuring they are operationally ready from the outset.

You'll be entrusted with managing team tickets as well as those individually assigned to you using the Trust's ITSM system, covering both incidents and requests.

A key part of your role will also involve supporting our device refresh program. When devices reach their 5-year lifecycle, you will be instrumental in the process of replacement, ensuring a seamless transition with minimal downtime.

About us

Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages with mental ill-health and learning disabilities in Surrey and North East Hampshire. We also provide social care services for people with a learning disability in Croydon and ASD and ADHD assessment services in Hampshire.

We actively seek to engage people who use our services and our communities in improving the mental wellbeing of the local population. We work closely with other NHS and voluntary sector organisations who provide services and support people who use services and carers.

Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast.

Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach.

For international travel, both Gatwick and Heathrow airports are nearby.

Please note that we reserve the right to close posts as soon as sufficient applications are received.

Working from home contracts do not attract high cost area payments.

We look forward to receiving your application!

Job description

Job responsibilities

In this role, your commitment to providing top-tier technical support and maintaining our digital infrastructure will be fundamental to our ongoing mission to deliver exceptional healthcare services.

As a Desktop Engineer, your role will be critical in ensuring the robust and efficient operations of our digital technical services. You will work closely with Trust management, staff, NHS, and other relevant external parties. Your main focus will be the support, maintenance, and security of all digital technology aspects, including hardware, software, and infrastructure services for the Trust, following industry best practices.

Your expertise will be instrumental in providing guidance to the Digital Technology Department staff, Trust managers, and end-users on the proficient use, management, and security of all digital technology elements. You will ensure our digital platform is robust and resilient, thereby facilitating the Trust in delivering first-class healthcare to its stakeholders.

Key Responsibilities:

Collaboration: Work closely with other operational teams within the Digital Services division, such as Service Desk, Network & Telecoms, and Technical Services.

User Support: Provide comprehensive support for our extensive array of devices including laptops, desktops, printers, mobile devices, and tablets.

Problem Management: Engage in both proactive and reactive problem management, anticipating potential issues, and swiftly responding to existing ones.

Device Security: Maintain up-to-date software, ensure antivirus systems are operational, and promptly respond to security alerts to uphold our operations' safety.

Device Preparation: Install our Trust image on new devices, ensuring they are operationally ready from the outset.

Ticket Management: Manage both team and individually assigned tickets using the Trust's ITSM system, effectively handling both incidents and requests.

Device Refresh Program Support: Assist in the replacement process when devices hit their 5-year lifecycle, ensuring a seamless transition with minimal downtime.

Requirements:

• Proven experience as a Desktop Engineer or similar role
• Technical knowledge of various hardware and software systems
• Ability to diagnose and troubleshoot technical issues
• Excellent problem-solving and multitasking skills
• Strong attention to detail with an analytical mind
• Exceptional interpersonal skills
• Degree in Computer Science, engineering, or relevant field is preferred

Physical Requirements:

This role may involve physical activity such as lifting and installing hardware equipment, and therefore the ability to lift certain weights (such as computer hardware) may be necessary. The role also requires extended periods of sitting and using computer equipment and software.

Person Specification

Qualifications

Essential

• Educated to degree level in a scientific or technical subject or equivalent experience.

Desirable

• Evidence of continuing professional development
• ITIL Foundation Certificate (v3/v4)

Knowledge & Experience

Essential

• Minimum of 3 year's digital technology support in an EUC appropriate role.
• Technical knowledge in all aspects of digital technology, including hardware, software, security, network and infrastructure and relevant standards.
• Knowledge and experience of installations, disaster recovery of hardware, software, security, networking, infrastructure and data.
• Experience in the day-to-day operational support in a digital technology department providing advice to all users on digital issues.
• Has produced, maintained and developed accurate systems and hardware inventory, build documents, technical protocols, guidance documents and user guides.
• Ability to communicate effectively and be responsive to user requests and handle their expectations with patience and understanding.
• Able to assist patients/clients/relatives during incidental contacts.
• Able to work with clinicians and understand their requirements and understand the processes and risks.

Desirable

• Knowledge of data protection and the Caldicott principles.
• Understanding the needs of the internal customer and keeping them in mind when taking actions or making decisions.
• Experience of current Cyber Security tools such as Anti-Virus, Microsoft Defender for Endpoint.
• Experience of common support tools such as Active Directory, ITSM, Remote Support, Troubleshooting Tools and EUC peripherals.
• Demonstratable communication skills with good understanding of technical documents.

Skills

Essential

• Able to analyse technical problems and determine appropriate solutions in complex situations.
• Able to exercise own initiative when dealing with complex issues within own specialist areas of competence.
• Work to demanding timescales and remain calm under pressure.
• Confident in using Microsoft Office products to a good level.
• Taking innovative approaches to problem solving and devising inventive and creative solutions.
• Able to plan, schedule and monitor own work whilst maintaining an overview of the teams work load over an extended period.
• Good interpersonal skills.
• Can establish relationships and maintain contacts with people from a variety of backgrounds.
• Good oral and written communication skills.
• The ability to communicate ideas coherently and confidently, in both technical and non-technical terms.
• Can demonstrate the ability to support systems and technical services unaided, displaying initiative and an innovative approach where necessary.
• Able to contribute to development of policies/procedures for specialist technical areas.
• Can participate in meetings and provide constructive input and feedback as required.
• Good level of numeracy, analytical, statistical and research skills with ability to analyse and interpret complex situations.
• Ability to organise self, prioritise work effectively and to deliver to tight deadlines.
• Able to work under pressure with changing and sometimes conflicting priorities, with limited supervision.
• Able to work flexibly and in partnership with others.
• Capacity for independent working.
• Understanding of ITIL and technical concepts.

Desirable

• Able to communicate the impact of project implementations to a cross section of staff including clinical and administrative staff.
• Able to contribute to several diverse and complex projects simultaneously.
• Keep overall objectives and strategies in mind, and not being deflected by matters of detail.
• Ability to interpret national guidelines.
• Can understand the needs, objectives and constraints of those in other disciplines and functions.

Abilities

Essential

• Current full driving license and access to a vehicle insured for business use.
• Reliable under pressure.
• Able to enthuse and motivate others.
• Attention to detail and accuracy.
• Able to quickly learn new applications, analysis and modelling tools.
• Enthusiastic and self-m
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