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Job summary

Main area
End User Technology
Grade
Band 5
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
196-COF10728-Y
Employer
Guy's and St Thomas' NHS Foundation Trust
Employer type
NHS
Site
St Thomas' Hospital - Education Centre
Town
London
Salary
£35,964 - £43,780 p.a. inc HCA (pro rata)
Salary period
Yearly
Closing
18/05/2025 23:59

Employer heading

Guy's and St Thomas' NHS Foundation Trust logo

End User Technology Desktop Support Engineer

Band 5

Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.

Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.

Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. 

Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.

In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.

We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.

Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.

The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.

We have one of the most ambitious capital investment programmes anywhere in the NHS.



Job overview

Guy’s and St. Thomas’ Foundation Trust are looking to recruit four additional End User Technology Desktop Support Engineer to support all London sites.

We provide IT services to two large NHS hospitals (Guy’s and St. Thomas’), various satellite units and community based PCTs. This service supports over 20,000 users based in various locations in and around London.

Note: Previous unsuccessful applications within the last 3 months need not apply. 

Main duties of the job

The End User Technology Desktop Engineer is responsible for maintaining the communication channels with the customer and the IT department and providing the 2nd line support which includes troubleshooting and resolving issues within their remit.

The Engineer is responsible for responding to incidents and requests reported to the team from multiple channels (phone, email, self service and in person) and the life cycle management of incidents, queries and problems, including directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user’s details, problems and resolutions and other pertinent information in the log.

The Engineer will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to assisting keep the hospital running.

They will also need to be an excellent communicator who can support our users in a friendly, open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.

The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust. This role also includes working at the IT TechZone where users can come to get support including receiving hardware.

Working for our organisation

The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, and especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King’s College London (KCL) and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalised into a shared service operating model that will be deployed across GSTT, KCH and RBH

Detailed job description and main responsibilities

Further information on the role and its requirements can be found in the attached job description and person specification documentation

Person specification

Education / Qualifications

Essential criteria
  • Degree in an IT specialism or equivalent relevant technical experience
Desirable criteria
  • Other recognised ICT qualification
  • ITIL v3 Foundation

Experience

Essential criteria
  • Relevant experience of working in a service management focused environment maintaining service in line with Service Level Agreements
  • Experience in effectively supporting a large scale, complex IT&T environment.
  • Proven technical abilities in the key areas of End User Technology as detailed above
Desirable criteria
  • Experience in the use of Service Management systems (Incident, Change, etc)

Knowledge

Essential criteria
  • Knowledge and demonstrable technical skills in: Active Directory administration
  • Practical knowledge of Microsoft Office Suite (Word, Excel, Visio, PowerPoint, Project)
  • Desktop and laptop PC hardware, Handheld and mobile devices and Printer and multi-functional device hardware maintenance
  • Understanding of the ITIL Framework
  • Understanding of Service Management Systems
  • Able to prioritise workloads and resource them in response to changing demands and requirements
Desirable criteria
  • In depth knowledge and demonstrable technical skills

Skills

Essential criteria
  • In depth Knowledge of Windows 10 Desktop Operating System
  • Able to deal with staff, customers and suppliers at all levels
  • Able to plan and own a task through to completion
  • The ability to work in a fully flexible working environment
  • Able to work independently and on own initiative
  • Proven time management skills
  • Flexibility is essential as taking part of on call out of hour’s rota is necessary to support the needs of the business.
  • Passion for new emerging Technologies
  • Strong customer focus and excellent communication skills

Employer certification / accreditation badges

Timewise helps businesses to attract and develop the best talent through flexible working.Care quality commission - GoodDisability confident employer

Documents to download

Apply online now

Further details / informal visits contact

Name
EUT Management
Job title
EUT Management
Email address
[email protected]
Telephone number
020 7188 7188
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