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End User Technical Support Engineer

Job Summary

Joining our fantastic Digital, Data and Technology Services (DDTS) Directorate, you’ll work face-to-face with internal customers to provide advice and support of IT hardware, software and systems. You’ll also undertake local operational tasks that are essential to keep local services working smoothly.

You’ll have experience of providing IT technical support in a multi-site organisation. This will be built on a degree-level qualification in computing and good understanding of the Windows 7 and Windows 2000 environment. You’ll also demonstrate in-depth knowledge of a range of Microsoft Office products. Ideally, you’ll be a Microsoft Certified Professional (MCP) or Microsoft Certified Desktop Support Technician (MCDST).

Your technical expertise will be matched by a strong drive for customer service. Well organised with excellent communications skills, you’ll be able to solve technical issues for a variety of internal customers, both face to face and over the phone. You must be able to work flexibly and participate in an on-call rota.

Main duties of the job

• Install, configure and support IT hardware, software and systems across all our sites.
• Provide local incident support for IT services to all our customers. Managing the incidents, including using Customer Service Desk software, and balancing priorities and resources to ensure the best possible outcome for each customer, and the NHSBT.
• Work face to face and remotely with our employees, understanding their immediate and upcoming IT requirements and issues and providing advice and support on the most appropriate solutions in accordance with our policies.
• Perform operational tasks essential to the provision and maintenance of our IT systems.
• Provide technical expertise through participating in, and chairing, expert groups, weekly team call reviews and project meetings.
• Provide all IT services maximising customer satisfaction at every interaction.
• Represent the directorate at centre-based meetings and groups

You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice

You will be required to participate in an on-call out of hours rota which may include evening, weekend or public holiday working

About You

Qualifications and Training

• Degree in Computing or equivalent relevant qualification / experience
• Demonstrates commitment to own continuous learning and development

Experience and Knowledge

• Experience of working in a similar, customer-focussed IT support environment, working with Service Level Agreements
• Experience of providing supporting Microsoft Office products, in a Windows 7 and 2000 environment
• Experience and understanding of support in a Thin Client environment

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.

About Us

At NHS Blood and Transplant, we’re incredibly proud of the many talented people who come together every day to make our organisation the very best it can be. We have clearly defined values that are centred around offering exceptional care to our donors and their families. We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers.

It’s an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year. We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme.

We are passionate about creating an inclusive workplace and aim to reflect the diverse communities we work with and positively encourage applications from all sectors of the community.

Three small words, one big difference - Caring, Expert and Quality.

Together we'll save and improve more lives than ever.

This vacancy will close at 23:59 on Wednesday 22nd February 2023.

Interviews are anticipated to be held on week commencing 13th March 2023 – subject to confirmation.

For informal enquiries please contact Lauren Robbie, End User Technical Support Manager, via email at [email protected]