1st Line Support Engineer - Digital Operations

Job summary

We are recruiting for a 1st Line Support Engineer - Digital Operationswho shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

This is an opportunity to work as part of our Digital Service Desk Team who are vital to ensuring our 6000 IT users working across the East & North Herts NHS Trust sites including Lister, QEII, Hertford and Mount Vernon, have access and supports to the systems required.

1st Line support will include support for various applications and software such as Email, Active Directory, Outlook and Ms Office products. You will be logging calls via Numara Track IT, of which internal training will be provided. The ideal candidate will have previous service desk experience and it would be advantageous to have NHS knowledge.

You will have an excellent telephone manner and communication skills as well as having interpersonal skills, be able to keep calm in busy pressurized situations. Ability to learn and communicate technical information. You will need to be able to work as part of a team as well as being able to work on your own.

Our Values areInclude,Respect andImprove. It is important that you understand and refer to our values during your recruitment process and beyond!

Main duties of the job

Responsible to record all service desk calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the customer, in line with Service Desk Minimum Data Set requirement.

Perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.

Forward appropriate service desk calls to third party support service providers including any national solutions including NHS Email this to the customer when required.

Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National Email, Managed Print service etc.

Have Local Organisation Administration functionality within the National Email System providing support to all Trust users.

Monitor progress of fault resolution with IT staff, customers and third party maintenance contractors and then invoke escalation procedures when required. Report back to customers when fault resolution is complete and, after resolution, ensure customer satisfaction with the outcome.

Populate and maintain Service Desk call logging system.

About us

At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.

We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Employer details

Employer name

East and North Herts NHS Trust

Address

Lister Hospital

Coreys Mill Lane

Stevenage

SG1 4AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

---

Employer details

Employer name

East and North Herts NHS Trust

Address

Lister Hospital

Coreys Mill Lane

Stevenage

SG1 4AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

---