IT Support Engineer

A results-driven and highly experienced Business Manager with a proven track record of success in the healthcare industry. Specializing in recruiting for both non-medical and non-clinical roles, I have spent the last nine years honing my skills in identifying and securing top talent. My extensive knowledge of the healthcare sector, combined with a strategic approach to recruitment, has consistently led to exceptional placements and strengthened team dynamics within various healthcare organisations.

Job Type: Temporary

Duration of booking:
Expected to last 3 months with possible extension

Proposed start date: ASAP

Pay Rates:
Up to £17.55per hour PAYE inclusive of holiday pay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5pm

Based:
Office / Hospital

To maintain and increase customer productivity across the NHS trust by providing second-line, customer-focused IT support. You will resolve technical incidents and problems remotely or in person, ensuring continuous improvement and maintenance of both software and computer hardware.

• Provide high-quality 2nd line support for both clinical and corporate NHS staff.
• Record, update, and track all work, calls, and requests accurately within the IT Service Desk call management system in line with Service Level Agreements (SLAs).
• Proactively investigate, diagnose, and resolve technical issues remotely via telephone or approved Digital Services tools to restore normal service as quickly as possible.
• Prioritise, organise, and re-classify IT incidents and queries, ensuring comprehensive documentation of actions taken.
• Monitor and track incidents, escalating hierarchically or functionally to the Endpoint Services Manager when targets are at risk.
• Liaise with third-party suppliers to resolve faults or implement workarounds on tailored or national NHS systems.

• Install, configure, repair, and maintain workstations, local software, peripherals, network settings, printing facilities, and telephone systems.
• Build, upgrade, migrate, test, and deploy IT hardware and software applications within agreed SLA timescales.
• Conduct site visits where necessary for hardware/software resolution, office moves, changes, and technology refresh projects.
• Maintain Digital Services antivirus (Sophos console), data integrity within the service management tool, and ensure all endpoint asset information is kept strictly up to date.
• Assist Endpoint Specialists with the development of new build images.
• Contribute to 2nd line technical process mapping, keeping documentation updated and offering recommendations for service delivery improvements.
• Deliver peer training within the Endpoint Engineering team to foster knowledge transfer and maintain a multi-skilled unit.
• Communicate complex technical resolutions clearly and adapt language appropriately for non-technical users to manage customer expectations effectively.
• Present a positive, professional image of Digital Services at all times while complying with all corporate policies.

• Degree or equivalent experience in supporting computer desktop hardware.
• ITIL Service Management Foundation certification or equivalent working knowledge.
• Working knowledge of Active Directory (users, computers, security groups), Windows 11, Microsoft Office 365, Citrix, Sophos console, and asset management solutions.
• Good keyboard/typing skills (RSA 2 or equivalent).

• Customer Service:
  Proven background in a customer-facing IT environment; skilled at managing customer expectations, building confidence, and handling challenging situations calmly and professionally.
• Problem Solving:
  Strong analytical abilities with a logical approach to troubleshooting and diagnosing issues.
• Communication:
  Excellent verbal and written English communication skills, with the ability to convey technical guidance to non-technical end users.
• Organisation:
  Ability to prioritise workload, work…