Digital Desktop Engineer
Closing date: 05 May 2026
The post holder will be a member of a small team providing responsive customer support, fault resolution and advisory services. The role supports maximum availability, performance, and effective utilisation of information systems across directorates, customers and clients. The post holder will apply a systematic, disciplined and analytical approach to problem‑solving, ensuring that agreed procedures, standards and service levels are consistently met. Flexibility is required, including working outside of core hours when necessary.
Key Responsibilities
- Support the Digital Service Desk via telephone during periods of high demand and Priority 1/2 incidents.
- Participate in an on‑call rota to support essential UHNM services that rely on desktop devices.
- Provide desktop and ICT support to users: receive, analyse, prioritise and resolve hardware, software, application and user‑related issues.
- Communicate effectively with users to clarify issues and provide clear, non‑technical explanations and guidance.
- Escalate and distribute complex issues to appropriate team members based on specialist knowledge.
- Install, configure, test, maintain and remove hardware and software in line with agreed procedures.
- Maintain accurate Trust asset registers and ensure IT equipment and software are tracked, secure and compliant with procedures.
- Take responsibility for the security, maintenance and appropriate use of physical IT resources.
- Provide IT training and user support both within the team and across the wider Trust.
- Share knowledge within the team and contribute to continuous service improvement and best practice.
- Participate in audits of hardware and software and document testing results.
- Work independently and as part of a team, managing competing priorities and deadlines.
- Travel between Trust sites and drive Trust vehicles as required.
Qualifications
- Educated to GCSE level or equivalent.
- Microsoft certification in a desktop‑related product.
Technical Skills
- Configuration of PCs and laptops, including operating systems.
- Configuration and support of Office applications (e.g. Microsoft 365).
- Exposure to networking concepts and systems.
Service Management
- Experience working within a mission‑critical IT service.
- Experience supporting a mixed IT environment (PCs, servers, networking, thin clients).
- Understanding of NHS working practices and standards.
Customer Service
- Ability to communicate effectively with users, including non‑technical staff.
- Strong customer service and relationship‑management skills.
- Ability to work under pressure and meet deadlines.
- Self‑motivated with the ability to work independently.
- Attention to detail and ability to see tasks through to completion.
Travel
- Ability to travel between UHNM‑supported hospital sites.
Disclosure and Barring Service Check
This post requires a Disclosure and Barring Service check in accordance with the Rehabilitation of Offenders Act (Exceptions Order) 1975.
Salary
£32,073 to £39,043 a year – pro rata, per annum.
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