Service Delivery Engineer
Job summary
This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role, your application may be withdrawn.
Staffordshire and Shropshire Health Informatics Service (S&SHIS) is a shared service hosted by Midlands Partnership University NHS Foundation Trust, providing digital and IT services to NHS organisations across Staffordshire and Shropshire.
We are seeking a motivated, customer-focused individual to join our Service Delivery Team based at Lawton House, Trentham. As a Service Delivery Engineer, you will provide high-quality IT support to staff across our customer organisations, helping to maintain the digital services that support frontline healthcare.
You will investigate, diagnose and resolve a wide range of IT incidents and service requests across desktop, laptop, application and peripheral technologies, delivering support remotely and on-site. You will take ownership of issues, build positive relationships with users and provide excellent customer service.
Working with colleagues across Service Delivery and specialist teams, you will help ensure NHS staff can access the systems and digital tools they rely on every day. This role offers the opportunity to develop your technical knowledge, contribute to service improvements and support the delivery of safe and effective patient care across the local health economy.
Main duties of the job
- Provide high-quality, customer-focused IT support to staff across S&SHIS customer organisations, ensuring an excellent user experience.
- Investigate, diagnose and resolve a wide range of IT incidents and service requests relating to desktop devices, laptops, software applications, peripherals and user access.
- Deliver support through a combination of telephone, remote and on-site assistance, taking ownership of issues and seeing them through to resolution.
- Install, configure, maintain and deploy end-user devices and associated software in line with agreed standards and procedures.
- Participate in duty-based working arrangements, supporting frontline customer enquiries, technical resolution activities, equipment deployments and service request fulfilment.
- Work collaboratively with colleagues, suppliers and specialist teams to resolve complex technical issues and support service continuity.
- Maintain accurate records of incidents, requests, asset information and technical activity within the service management system.
- Contribute to service improvement by identifying recurring issues, sharing knowledge and supporting the implementation of new technologies, tools and ways of working.
- Build positive working relationships with customers and colleagues, communicating technical information clearly and professionally to users of varying technical ability.
- Support healthcare services across Staffordshire and Shropshire through regular travel to customer sites as required.
About us
Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.
We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.
We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.
We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.
Please note, we may be required to close this vacancy early if we receive a high volume of applications
Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.
Job description
Job responsibilities
Before applying for this varied and challenging role we encourage you to view the full job description and person specification.
Person Specification
Qualifications & Training
- Foundation Degree/HND or extensive and relevant work experience.
- Advance ECDL or equivalent.
- Foundation Certificate in ITIL Service Management.
- Attendance at Microsoft accredited training for Supporting and Troubleshooting Windows OS.
- Degree in an IT related subject.
- Microsoft Certified Professional qualification.
- Formal Customer Service Training.
Personal Attributes
- To be mobile across all Geographical areas supported by S&SHIS (mainly but not restricted to Staffordshire and Shropshire).
- A valid driving licence or an alternative capability to travel, with access to secure and safe equipment carriage, is required. Reasonable adjustments and alternative travel arrangements would be considered on an individual basis.
Experience
- Experience of working in a Service Desk/IT Support role.
- Experience of working in a Microsoft based technical support role.
- Experience of working with current Microsoft Operating systems.
- Experience of supporting current Microsoft desktop applications.
- Experience in Healthcare IT.
- Experience of Supporting current Microsoft networking technologies.
- Experience of supporting current and evolving thin client technologies.
- Experience of working with Enterprise Management tools such as Microsoft System Centre, including package design and successful deployment.
Skills, Knowledge & Abilities
- Capable of working as a self- contained, self-motivated employee yet also able to work as a team and support colleagues when necessary.
- Be confident and self-reliant with good customer service and industrial relations skills including tact.
- Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
- Capable of sustained high-quality effort over long periods.
- Knowledge of supporting desktop hardware and peripheral equipment through various support mechanisms, including Remote Support and where needed on site visits.
- Good knowledge and confident use of Microsoft desktop operating systems and applications.
- Able to investigate, analyse, and solve problems of a technical nature.
- Able to prioritise many conflicting demands.
- Good written and verbal communication skills.
- Excellent customer service and telephone skills.
- Have the ability to choose phrases and terminology appropriate to audience to assist in their understanding of the subject matter.
- Able to liaise with staff at all levels of the organisation and partner organisations when necessary.
- Advance computer literacy in Microsoft Office (Excel, Access, Word, Outlook and PowerPoint) and other software.
- Good knowledge of centrally managing desktop images, installs and upgrades through Enterprise Management tools such as Microsoft System Centre.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Midlands Partnership NHS Foundation Trust
Address
Lawton House
Bellringer Road
Trentham, Stoke on Trent
ST4 8HH
United Kingdom
Employer's website
https://www.mpft.nhs.uk