Service Delivery Engineer

• Provide high-quality, customer-focused IT support to staff across S&SHIS customer organisations, ensuring an excellent user experience.
• Investigate, diagnose and resolve a wide range of IT incidents and service requests relating to desktop devices, laptops, software applications, peripherals and user access.
• Deliver support through a combination of telephone, remote and on-site assistance, taking ownership of issues and seeing them through to resolution.
• Install, configure, maintain and deploy end-user devices and associated software in line with agreed standards and procedures.
• Participate in duty-based working arrangements, supporting frontline customer enquiries, technical resolution activities, equipment deployments and service request fulfilment.
• Work collaboratively with colleagues, suppliers and specialist teams to resolve complex technical issues and support service continuity.
• Maintain accurate records of incidents, requests, asset information and technical activity within the service management system.
• Contribute to service improvement by identifying recurring issues, sharing knowledge and supporting the implementation of new technologies, tools and ways of working.
• Build positive working relationships with customers and colleagues, communicating technical information clearly and professionally to users of varying technical ability.
• Support healthcare services across Staffordshire and Shropshire through regular travel to customer sites as required.

Essential

• Foundation Degree/HND or extensive and relevant work experience.
• Advance ECDL or equivalent.
• Foundation Certificate in ITIL Service Management.
• Attendance at Microsoft accredited training for Supporting and Troubleshooting Windows OS.

Desirable

• Degree in an IT related subject.
• Microsoft Certified Professional qualification.
• Formal Customer Service Training.

Essential

• To be mobile across all Geographical areas supported by S&SHIS (mainly but not restricted to Staffordshire and Shropshire).
• A valid driving licence or an alternative capability to travel, with access to secure and safe equipment carriage, is required. Reasonable adjustments and alternative travel arrangements would be considered on an individual basis.

Essential

• Experience of working in a Service Desk/IT Support role.
• Experience of working in a Microsoft based technical support role.
• Experience of working with current Microsoft Operating systems.
• Experience of supporting current Microsoft desktop applications.

Desirable

• Experience in Healthcare IT.
• Experience of Supporting current Microsoft networking technologies.
• Experience of supporting current and evolving thin client technologies.
• Experience of working with Enterprise Management tools such as Microsoft System Centre, including package design and successful deployment.

Essential

• Capable of working as a self- contained, self-motivated employee yet also able to work as a team and support colleagues when necessary.
• Be confident and self-reliant with good customer service and industrial relations skills including tact.
• Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
• Capable of sustained high-quality effort over long periods.
• Knowledge of supporting desktop hardware and peripheral equipment through various support mechanisms, including Remote Support and where needed on site visits.
• Good knowledge and confident use of Microsoft desktop operating systems and applications.
• Able to investigate, analyse, and solve problems of a technical nature.
• Able to prioritise many conflicting demands.
• Good written and verbal communication skills.
• Excellent customer service and telephone skills.
• Have the ability to choose phrases and terminology appropriate to audience to assist in their understanding of the subject matter.
• Able to liaise with staff at all levels of the organisation and partner organisations when necessary.

Desirable

• Advance computer literacy in Microsoft Office (Excel, Access, Word, Outlook and PowerPoint) and other software.
• Good knowledge of centrally managing desktop images, installs and upgrades through Enterprise Management tools such as Microsoft System Centre.