Senior IT Service Desk Engineer
Job summary
Are you looking for a rewarding IT role where your work genuinely makes a difference?
This is an exciting opportunity to join a small, innovative, and highly skilled team supporting the technology that underpins some of the most critical services in pre-hospital emergency care.
We're looking for a dedicated and motivated Senior IT Service Desk Engineer to become part of our established IT Service Desk team, providing first and second-line support across the organisation, including our two Ambulance Emergency Operations Centres.
What's in it for you?
- Work in a fast-paced environment supporting life-critical services
- Develop skills across a wide range of modern technologies
- Be part of a close-knit, supportive team
- Opportunities for overtime and professional development
- A role where no two shifts are the same
You must be prepared to work 12 hour shifts on a rotating 24/7/365 pattern, which includes some lone-working, evening, weekend and bank holiday working and in return will attract a section 2 enhancement as per NHS Terms & Conditions.
**IN PERSON ASSESSMENTS WILL BE W/C MONDAY 7th DECEMBER 2026 WITH INTERVIEWS ON MONDAY 21st DECEMBER 2026**
Please note, should you require a VISA for this post, we believe the SOC Code to be 3132, however, please ensure you have checked this & can confirm you are eligible to apply.
Main duties of the job
As the first point of contact for IT incidents and requests, you'll provide vital support to colleagues across the Trust. Your responsibilities will include:
- Managing user accounts and access permissions
- Building, configuring, and deploying PCs, laptops, and iPads
- Installing hardware and software
- Troubleshooting and resolving technical issues
- Providing support face-to-face, via telephone, email, and remote support tools
- Working closely with our specialist third-line teams on more complex technical problems
While the role is predominantly desk-based, travel to other Trust locations will be required. Transport is provided, however a full UK driving licence is essential.
Technologies You'll Work With
We support a diverse and modern technology estate, including:
- Active Directory
- Microsoft Entra ID (Azure AD)
- BMC Client Management and OS Deployment
- Microsoft Endpoint Manager, Intune and Autopilot
- Apple iPads and iOS
- Microsoft 365, including the Power Platform
- NHSmail administration
- Windows 11
Experience with any of the above technologies would be highly advantageous, although enthusiasm and a willingness to learn are equally important
This role operates on a 24/7/365 shift pattern, consisting of 12-hour shifts on a rotating basis. The position includes:
- Day and night shifts
- Weekend working
- Bank Holiday working (including across the Christmas + New Year period)
- Regular lone working
About us
West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.
The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.
If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team
The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) account regularly as contact is usually made via this method.
Job description
Job responsibilities
Providing assistance and technical support on a daily basis on the IT Service Desk. Answering calls to the department, logging them within the Service Desk and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.
Ensure onsite support for Trust sites is provided in an effective and efficient manner.
Ensuring that customer calls are handled in accordance with the Service Desk call management procedures (this includes full and accurate call notes).
Providing the Head of Digital and IT Support with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the Head of Digital and IT Support informed of any outstanding issues on a daily basis.
Monitoring outstanding support requests against customer SLAs, prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.
Managing customer complaints ensuring they are escalated as appropriate.
Supervises junior support staff on a daily basis.
Works under own initiative to diagnose and resolve hardware and software faults across all Trust systems.
Providing a responsive and effective hardware, software, network and phone support in accordance with department service level agreements across the Trust.
Scheduling the installation of equipment for users in accordance with Trust standards and service levels.
Works with IT staff to deploy systems and projects within the organisation, including on-going support.
Management and installation of communication and computer systems.
Maintains security and integrity of all IT Systems and Equipment.
Creating, deleting and maintaining user accounts on various systems.
Production and maintenance of both technical and user documentation and procedures where required.
Provides technical training to other IT staff on Trust systems if required
Ensures adequate backups of Data Information are taken and are available for Trusts systems.
Ensures IT computer rooms and storerooms are kept neat and tidy and that all equipment is catalogued according to stock control procedures and the Trusts policies.
Prepares and carries out preventative maintenance schedules for other support staff.
Ensures all IT equipment and system deliveries are recorded on the electronic stock control system and stored in the appropriate location.
Maintains knowledge of current developments within the IT industry and advises on how they can be utilised by the Trust.
Takes part on IT Hardware and Software Audits when requested and updates Trusts electronic records.
Works in accordance with the Trusts Management Systems, including Health and Safety, Quality and Environment.
Ensures compliance with relevant legislation e.g. Data Protection Act, Computer Misuse Act, Copyright Act and Caldicott.
Complies with all Trust Policies.
Extended use of computer systems office and computer room based.
Lifting and manual handling of IT equipment including PCs and other large, heavy items on a daily basis.
Working in extreme conditions daily e.g. in server rooms, on the floor under desks
Person Specification
Skills & Knowledge
- Excellent telephone manner good customer contact skills
- Good verbal and written communication skills
- Ability to work on own or in a group
- Ability to work in a busy / fast moving environment
- Able to communicate highly technical information to varying levels of users, using non-technical language in a manner that promotes confidence
- Full UK driving licence
Experience
- At least 5 years recent experience in an IT support environment
- An understanding of PC technology
- Experience of working as part of a team/group
- Experience of prioritising workload and working to set time parameters
- Previous work of a face to face customer service nature
- Experience of handling confidential information
- Experience of providing IT support function, preferably within a large organisation
Qualifications
- Good general education in technology related subject
- Willing to work towards a relevant degree
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
West Midlands Ambulance Service University NHS Foundation Trust
Address
Ambulance Headquarters
Waterfront Business Park
Brierley Hill
West Midlands
DY5 1LX
United Kingdom
Employer's website
https://wmas.nhs.uk/careers-staff-room/