End User Technology Desktop Support Engineer

Guy’s and St. Thomas’ Foundation Trust are looking to recruit four additional End User Technology Desktop Support Engineer to support all London sites.

We provide IT services to two large NHS hospitals (Guy’s and St. Thomas’), various satellite units and community based PCTs. This service supports over 20,000 users based in various locations in and around London.

Note: Previous unsuccessful applications within the previous 3 months need not apply.

The End User Technology Desktop Engineer is responsible for maintaining the communication channels with the customer and the IT department and providing the 2nd line support which includes troubleshooting and resolving issues within their remit.

The Engineer is responsible for responding to incidents and requests reported to the team from multiple channels (phone, email, self service and in person) and the life cycle management of incidents, queries and problems, including directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user’s details, problems and resolutions and other pertinent information in the log.

The Engineer will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to assisting keep the hospital running.

They will also need to be an excellent communicator who can support our users in a friendly, open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.

The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust. This role also includes working at the IT TechZone where users can come to get support including receiving hardware.

The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, and especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King’s College London (KCL) and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalised into a shared service operating model that will be deployed across GSTT, KCH and RBH

Further information on the role and its requirements can be found in the attached job description and person specification documentation