IT Support Engineer

Job overview

The post holder will be responsible for delivering a proactive and responsive IT support service across the Trust, supporting both the Contact Centre and field-based Desktop Support teams, ensuring a consistent, high-quality service for all users. The role involves coordinating with relevant support teams to ensure the effective resolution of incidents and service requests, covering all aspects of IT support including incident, service request logging and Active Directory administration. Provide comprehensive IT support for all Trust-supported devices and systems, both remotely and onsite. This includes diagnosing faults, and implementing resolutions using appropriate tools, including remote support technologies. Apply technical knowledge and sound judgement to investigate and resolve issues, some of which may be complex and have multiple potential solutions and outcomes. Support and guide team members in resolving incidents, ensuring appropriate escalation where required. Maintain accurate documentation of digital processes, procedures, and technical solutions to support knowledge sharing and continuous service improvement.

Main duties of the job

• Provide high-quality technical support within the Desktop Delivery function, supporting Contact Centre and field-based services across the Trust.
• Support and maintain PC hardware, Telephony, software, systems, and network infrastructure via telephone, portal, remote tools, and onsite visits.
• Log and manage complex user support requests within the ITSM system, ensuring accurate and detailed information is captured to support effective resolution.
• Install, configure, and maintain desktop hardware and software in line with Trust standards.
• Maintain and update the IT asset database, ensuring all equipment is accurately recorded and tracked throughout its lifecycle.
• Carry out hardware builds, repairs, and decommissioning activities, including secure removal and destruction of PC hard drives.
• Arrange appropriate disposal of decommissioned equipment in line with Trust policies and approved recycling processes.
• Perform antivirus updates and daily monitoring of antivirus systems to maintain security compliance.
• Ensure compliance with all Trust policies relating to information governance, security, and confidentiality.
• Undertake continual professional development (CPD), attending relevant training and sharing knowledge within the team and with users.
• Support Trust users and colleagues of the Contact Centre and Desktop Support teams, assisting with issue resolution and sharing knowledge.

Detailed job description and main responsibilities

Please see attached JD/PS

Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.