First Line IT Engineer

Southport And Ormskirk NHS Trust


This job is now closed

Job summary

First Line IT Engineer


Full Time - 37.5 hours per week

This role is part of the first line support service in the End User Services team and acts as the first point of contact for the IT Department for all staff who use the Trust's IT services either as employees or under a service level agreement with the Trust.

Main duties of the job

The post holder provides first line support services to the Trust's end users, their devices (including telephones), applications and services as well as those staff from other organisations who receive those same support services under a service level agreement. The post holder plays a key role in the following ITIL (IT Infrastructure Library) service management processes:-

    • Incident management
    • Problem management
    • Change management
    • Request fulfilment
    • Release and deployment management (client assets)
    • Identity management

About us

Southport and Ormskirk Hospital NHS Trust provides healthcare in hospital and the community to 258,000 people across Southport, Formby and West Lancashire.

Acute care is provided at Southport and Formby District General Hospital and Ormskirk District General Hospital. This includes adults' and children's accident and emergency services, intensive care and a range of medical and surgical specialities. Women's and children's services, including maternity, are provided at Ormskirk hospital.

Job description

Job responsibilities

The goal of which is to ensure that systems supporting Trust staff continue to be available to them for as long as is practically possible, allowing them to provide great patient services.

The role investigates enquiries from staff and other end users of the Trusts IT services providing assistance and advice as required, through effective, customer focused call triage, incident resolution, problem management and service request fulfilment.

The aim is to resolve each call or request first time, however, each First Line IT Engineer takes ownership of an allocated call, request or job ticket until it is completed, ensuring that targets set for their resolution are met or exceeded. This may require a visit in person or passing the call, requestor job ticket to a more appropriate team.

The role supports the effective and efficient management of end user devices, ensuring that they are monitored, secured and updated according to Trust policy, managing hardware and software through its entire life cycle, from preparation to purchase, through acquisition, installation andconfiguration to disposal.

Advert date: 11/05/22

Closing date: 19/05/22

Shortlisting date: 20/05/22

Proposed Interview date: 27/05/22

Person Specification



  • City and Guilds ICT Level 3, ICT related A level or an equivalent qualification


  • Microsoft certification (e.g MOUS, MSCP, MSCE etc)
  • ITIL foundation

Knowledge & Experience


  • Worked in a service desk environment in an organisation of 50 staff or more
  • Knowledge of Microsoft operating systems and applications
  • Worked directly fixing IT faults for users both remotely and in person


  • Worked in an NHS service desk environment
  • Used Microsoft Active Directory to create and change user accounts, group membership and security permissions.

Skills and Abilities


  • Good oral and written communication skills
  • Able to work to deadlines and SLA targets
  • Good telephone manner
  • Logical approach to problem solving
  • Can work effectively under pressure


  • Able to resolve technical and complex faults

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Southport And Ormskirk NHS Trust


Ormskirk District General Hospital

Ruff Lane


L39 4QX

Employer's website (Opens in a new tab)

For questions about the job, contact:

Steve Conder


Date posted

11 May 2022

Pay scheme

Agenda for change


Band 4


£22,549 to £24,882 a year per annum



Working pattern


Reference number


Job locations

Ormskirk District General Hospital

Ruff Lane


L39 4QX

Supporting documents

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0300 330 1013

Outside UK:

+44 300 330 1013

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Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.