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Band 5 Desktop Engineer

The post holder will be a member of a small team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the directorates customers/ clients. The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.

A requirement to work out of core working hours is a requirement to support the needs of the service

A full UK driving licence is required.

• To receive information reported by users/clients on complex issues and distribute that information to the appropriate team member understanding the different specialties of each member of the team.
• Provide information to the Desktop Manager on the number of calls being opened and closed on a regular basis such that the level of service can be reported and improved upon.
• To work as a member of a team encouraging knowledge share across that team.
• Provide training in own area of expertise
• To ensure that your specialist knowledge of hardware and applications being maintained is current.
• To ensure that your knowledge and expertise is backed by appropriate qualifications (degree, diploma, ECDL or equivalent).
• Detailed knowledge of the incident management system (HEAT) used throughout ICT to manage operational issues.
• Knowledge of a range of ICT areas acquired through qualification to degree or equivalent level.
• To be responsible for analysing hardware and software problems.
• To be responsible for the allocating problems within the team in order to meet the service levels of the team.
• Identifying, analysing and resolving a range of problems e.g., application issues, user issues, data errors.
• Interprets technical or procedure manuals on behalf of non–technical users and provides routine training in normal usage of systems, products and services.

Please view the full job description in the attachment for a full job specification.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.

For more information on working for the Trust, please see the attached Job Description and Person Specification.

For more details on the post, please see contact information details