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ICT Desktop Support Engineer

The Royal Wolverhampton NHS Trust
£28,407 to £34,581 per annum
Closing date
4 May 2024

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Other Health Profession
Band 5
Contract Type
Full Time
This key position will provide support to the ICT Service Support team. Managing 2nd line incidents, services requests and project/deployment work.

We are looking for a committed and professional candidate with a proven track record of high levels of performance and customer care in desktop support.

The successful candidate will have good understandings and experience of Service Desk protocols, desktop support, hardware rollout projects and be able to work towards performance targets and be able to accept action and resolve high profile escalations from all areas of the ICT estate.

We are looking for an enthusiastic and highly motivated individual to join our team so if you think that you have the requisite skills and experience to meet this challenge, then we would like to hear from you.

Main duties of the job

To provide effective and customer focused technical, fault resolution to staff based at the PCT, within the RWH community, General practitioners and the acute trust (Newcross Hospital).

The Support Technician is the 'visible face' of the IT department, with a day to day responsibility to provide first class support to users of information technology.

To have ownership of calls through to resolution ensuring departmental targets are met.

The post holder will be expected to be able to spend time, compiling solutions to difficult problems to ensure that end users are happy, the jobs can be quite unpredictable, and the post holder must be able to quickly andseamlessly change focus on any given task, to ensure that the service provided by IT is always at the highest, and most suitable level.

To ensure that the systems that the clinical staff are reliant upon, for the provision of good patient care, are operational all of the time, and in the event of any failure are resumed to operation as quickly as possible. Thisensures that the care of the patients never suffers as a result of IT equipment or Systems failure.

The post holder will also be expected to manage their own workload, and take responsibility for the consequences for any action that may be taken.The post holder will be required to conduct their duties in sometimes difficult environments, including mental health facilities with exposure to patients, and treatment rooms.

About us

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as Good by CQC. We have achievednumerous awards The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Job description

Job responsibilities

  • Main Duties & Responsibilities
    • Providing responsive and effective hardware, software and network support. In accordance with department service level agreements. (The majority of these tasks are off site with minimal supervision)
    • The role will involve the day to day relocation of often heavy, IT assets, and be involved in the rollout of large scale IT equipment replacement projects. The jobholder will be expected to complete these moves and the resulting configuration with skill and accuracy within a timely manner.
    • The IT Technician is assigned a geographical and will report to IT Desktop Supervisor, the post holder will be required to exercise good judgement in all situations, as the majority of the work will be carried out off site, without supervision.
    • Ensuring the provision of the service including the repair, replacement and installation of valuable IT Assets, which includes Software and Hardware, this may involve the use of complex and valuable fault finding equipment, to the satisfaction of the end user.
    • Delivering and installing equipment for user in accordance with Trust Standards and Service Levels (The majority of these tasks are off site with minimal supervision)
    • Providing the IT Support Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.
    • Taking calls from customers and ensure they are logged on the Helpdesk call Management system accurately
    • Ensuring that customer calls are handled in accordance with the helpdesk call management procedures (this includes full and accurate call notes).
    • Monitoring outstanding support requests against customer SLAs , prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.
    • Ensuring that problems are reported to third parties as required achieving a satisfactory resolution. There may be occasions where you may need to work with a 3rd party to resolve an issue.
    • Maintaining knowledge of supported software in use by both the acute and PCT trust, community staff and GPs.
    • Producing and maintaining both technical and user documentation and procedures where required.
    • Assisting in the training and induction of junior or new staff to the Technical Support and Helpdesk areas.
    • Assisting in the testing of new systems, supporting the Project and application development teams.

    Person Specification



    • Degree or Equivalent qualification and experience to degree level
    • Formal qualification in an ICT subject or equivalent
    • Qualified or working towards Microsoft MCPIT
    • CompTIA Certified



    • Experience of diagnosing and resolving technical faults accurately


    • Knowledge and experience of ITIL best practice
    • Experience of diagnosing and resolving technical faults accurately
    • Experience of ghosting and deploying desktop images
    • Excellent communication skills and the ability to work with a wide variety of staff

    Employer details

    Employer name

    The Royal Wolverhampton NHS Trust




    WV10 0QP

    Any attachments will be accessible after you click to apply.


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