Digital Support Engineer; Service Support

Job overview

The opportunity has arisen for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter‑personal skills are required.

You will be part of the Digital Support Desk team, on the front line of the IT department resolving incidents and requests as 2nd line support. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives.

The post holder will be based at our site and will be responsible for supporting & delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI’s and targets for individuals and contributing to the whole team performance.

To provide technical advice and support on hardware and software to Trust‑wide users, including our 999 control rooms, 111 control rooms, Patient Transport control rooms, operational & corporate services based across the North West.

To manage, troubleshoot and resolve desktop based system and printer related issues quickly in order to provide efficient and effective user support. Confident providing technical support both remotely & face to face with users.

You will be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.

To provide excellent standards of customer services at all times to users across North West Ambulance Service NHS Trust.

To operate the Trusts Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate.

Digital Support Desk is the first point of contact for over 9,000 customers that may experience problems or have queries relating to critical systems which support the delivery of patient care.

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life‑saving care to patients in the community and take people to hospital or a place of care if needed.

We also provide non‑emergency patient transport services for those patients who require non‑emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non‑emergency medical help fast, and is available 24 hours a day, 365 days a year.

• Educated to “A” level in relevant area or equivalent industrial based qualifications such as MCP or equivalent appropriate infrastructure supporting role.
• Proven practical experience of delivering IT services in an integrated Microsoft environment including Windows Server, Windows client, Exchange and Office
• Experience in VMWare VSphere and VMWare VDi is desirable.
• Experience of working with third parties, including outsource providers, to deliver quality IT services
• Working knowledge of Active Directory

• Ability to maintain confidentiality and deal with situations in a sensitive manner
• Able to communicate across wide demographic boundaries in an appropriate manner
• Strong management, motivational and leadership skills Respects and applies patient confidentiality at all times. Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols.
• Good understanding of the need for and value of systems and procedures and…