Desktop Support Engineer

To provide second line support as part of the Desktop Support team, attending to incidents and service requests requiring a site visit. The aim of this role is to provide technical desktop support for systems and services, resolving incidents passed from first line support in order to maintain 'business as usual'. Where appropriate, involvement in projects will also be required., To provide second-line desktop support regarding hardware and software that arise from incidents and service requests requiring a site visit. To install, configure and test new software according to documented procedures. The configuration of windows devices, ensuring the trusts standard image is applied. All necessary software is deployed, devices are patched and the latest anti-virus definitions are applied and monitored using the Central Management System. Using the Central Management System to ensure the Windows estate is managed, audited, patched, software kept up to date and the database maintained. To utilise and provide support on the trusts MDM system to setup, configure, update, audit and manage the trust's portable devices, ensuring cyber regulations are adhered to and devices are secure and not a risk to the trust's infrastructure. To take ownership and management of incidents logged on the Service Management system, liaising with all other teams in Digital to ensure efficient, effective, timely resolution of incidents whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, escalating and seeking further advice and information within Digital, when necessary. Installing, configuring and maintaining hardware and software of the Trusts patient entertainment system. Lifecycle management of the Virtual Desktop end user estate The post holder can be assigned to and be expected to lead on projects/rollouts and/or be the desktop point of contact for project work which may require them to carry out research to implement the most suitable solutions for project plans. The post holder will be required to provide regular updates/feedback on projects/rollouts back to the project team/Desktop Support Mgr + Team Leader. Some projects will require the post holder to liaise directly with or work alongside 3rd parties during the planning, deployment and go live of a projects lifecycle. The post holder is required to contact and liaise with a multitude of 3rd party staff, companies or vendors regarding a variety of computing issues in order to aid a resolution.. Perform Active Directory administration tasks and maintenance. Identify trends in instances of a similar nature, assist in reactive and pro-active problem management activities as defined by the Team Leader and update problem management solution were appropriate. Update and maintain the appropriate Configuration Management Database (CMDB) with any additions/changes to Confirmation Items (CI's). Moving of IT equipment internally and at external sites including PC's Monitors, printers, etc, ensuring that NHS lifting and handling guidelines are followed. The post is required to participate in an out of hours on-call. Set up and install remote access solutions to enable staff to access systems from outside the workplace. The post holder may be required to perform basic network troubleshooting. Act as a point of contact for computer-related advice, particularly within the client environment (Desktop, Laptop and peripherals), and maintain broad knowledge and awareness of market developments and standards related to this area. Providing Ad-Hoc support for Service desk where required, assisting with trust wide issues to reduce wait time for staff and reduce load of Service Desk staff if necessary. Maintenance and support of hardware equipment including the removal and management of replaced equipment, recycling components wherever possible. Witness the disposal of data media to appropriate data security standards and disposal of equipment to appropriate environmental standards. Undergo site surveys to assess the need for additional/ replacement IT equipment and /or network infrastructure changes. Demonstrate systems and technical procedures involving digital applications to colleagues, new starters and work experience staff.

• ITIL Foundation / Experience
• Microsoft QUalifications
• Diploma / Other Qualification in IT, Ability to communicate and understand complex technical information.
• Ability to explain technical issues in a non-technical and non-threatening way to users
• Customer service skills.
• Problem solving, logical troubleshooting and analytical skills, Experience in an IT Support role.
• Experience of using Microsoft Office 365 applications
Desirable criteria
• Experience working in NHS IT department
  
  NHS University Hospitals of Liverpool Group (UHL Group) was formed on 1 November 2024, born from a shared aim to improve the care we provide our communities.
We are one of the largest employers in region, with over 18,900 colleagues who are dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services that extend to more than two million people in the North West. We operate from five hospital sites: Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside, and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to several elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Heart and Chest Hospital provide specialist services in cardiothoracic surgery, cardiology and respiratory medicine, both in the hospital and out in the community. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single en-suite bedrooms and mainly focuses on complex planned care and specialist services.

Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria. Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview. We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role. Candidates applying for the role of Healthcare Assistant on the staff bank should note that due to the nature of the role, workers must be aged 18 or above when commencing in post. Applicants are therefore welcome from those aged over 18 or within 3 months' of their 18^th birthday. The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working. The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24. Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £26.50 (standard disclosure) or £54.50 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment. From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years. Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa. This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults' policy and comply with the Local Safeguarding Children and Adult Board procedures. Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation. All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action. As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence. If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on at the earliest opportunity to ensure that measures can be put in place to enable your application for this post. Please note: new entrants to the NHS will commence on the first pay point of the relevant band.