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Service Delivery Engineer

United Lincolnshire Hospitals NHS Trust
Lincoln, Boston and Grantham
£28,407 to £34,581 a year Will get on call uplift when experienced enough
Closing date
26 Jul 2024

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Other Health Profession
Band 5
Contract Type
Full Time
3 Positions available. One at each ULHT site (Lincoln County Hospital, Pilgrim Hospital and Grantham & District Hospital)

The Service Delivery Engineer provides technical 2nd Level support, as part of the 2nd line team, to:
  • National, trust and departmental projects.
  • Supported internal and external ICT systems
  • Supported telephony and telecommunications systems
  • Support to satellite sites

As part of the ICT Emergency on-call rota, the Service Delivery Engineer provides out-of-hours emergency ICT cover for systems and services covered by on-call and is the point of contact for other teams as and when required for further assistance.

The Service Delivery Engineer is a customer-facing role and it is expected that anyone who holds this position will conduct themselves in a professional manner as described and defined in the ULHT Staff Charter.

Main duties of the job

Provide 1st, 2nd and managed 3rd level technical support to Trust system users and to external users of systems provided and/or supported by the ICT Department. This will include liaising with 3rd party support providers and suppliers and other ICT and internal Trust and NHS departments, with regular travel to satellite sites

About us

Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties. We have an annual income of �643 million (20/21) and we employ nearly 8,500 people.

Our Board have recently agreed a new vision statement - Outstanding Care Personally Delivered - stating their ambition for our Trust to be among the best.

We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.

Our latest CQC report increased our ratings for being effective and well-led from 'Requires Improvement' to 'Good'. Our rating for caring remained as 'Good'.

This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.

We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated

Job description

Job responsibilities

Ensure ICT and system records, including the Asset registers and user databases, are maintained accurately and kept up to date.

To record and update all support requests using the trust ICT Support systems, promptly, updating customers with progress where required. Troubleshooting issues and evaluating requests thoroughly and resolving or escalating as appropriate.

To ensure equipment provided by the ICT department is fit for purpose and suggest/provide upgrades and replacements where the appropriate process and need warrants it, ensuring any appropriate recharge or procurement processes are followed To decommission all redundant equipment fully and in line with decommissioning and data sanitisation policies, standard operating procedures (SOPs).

To ensure that all health and safety requirements are met and provisions observed, raising appropriate incidents and/or taking remedial action where potential risks and issues are identified.

Provide initial training and instruction to new users and/or for new equipment where supported by ICT. Create or update documentation describing the setup and support of systems and services.

To provide technical support to approved national, trust and departmental projects including product and equipment evaluation and testing, configuration and deployment in line with project and programme timescales and deadlines. This may also include authoring documentation and designing process flows for configuration and deployment.

Ensure data protection and cybersecurity policies and guidelines are adhered to in all areas of personal work and across the scope of this post reporting breaches or suspected breaches through correct channels and providing advice where appropriate.

Other duties commensurate with the role, responsibility and grade as discussed and directed by the line manager and with appropriate training.

To actively pursue Continual Professional Development making effective use of all training provisions from internal programmes to regional and national providers. To ensure mandatory training requirements are adhered to and compliance is maintained.

Be ready and able to travel to all sites for regular and emergency support functions, with use of Trust vehicles.

Person Specification



  • Degree level qualification in an ICT related subject or equivalent experience
  • Equivalent qualifications or professional experience may be also be accepted.
  • Evidence of recent, relevant and ongoing personal and professional development


  • Evidence of personal training and development beyond academic requirements
  • Work experience in an IT or healthcare environment

Previous Experience


  • Experience of providing ICT Technical support for hardware, software and network environments


  • Experience of providing ICT support for a telecoms or network environment and/or for servers
  • Previous experience of working in the NHS

Evidence of Particular Knowledge, Skills and Aptitudes


  • Ability to evidence/demonstrate key values and behaviours in line with the Trust framework


  • Knowledge and experience of IP telephony systems and solutions Knowledge and experience of managing and maintaining database solutions e.g. SQL server Knowledge and experience of software deployment and update systems e.g. SCCM Knowledge and experience of configuring and maintaining DHCP and DNS systems

Specific Requirements


  • Confident, self-motivated and enthusiastic Methodical approach to work, logical and numerate Ability to work under pressure and prioritise work Flexible approach to work outside normal office hours, when and if the need arises.
  • Ability to travel across sites/country daily


  • Able to demonstrate previous experience in a customer based organisation

Employer details

Employer name

United Lincolnshire Hospitals NHS Trust


Lincoln County Hospital, Pilgrim Hospital, Grantham & District Hospital

Lincoln, Boston and Grantham


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