Community Support Engineer

at  Frimley Health NHS Foundation Trust

Frimley Health Foundation Trust are looking for a Community Support Engineer to provide exceptional IT support to our community sites across Surrey, Hampshire, and Berkshire. This role will function as a second line of technical support within our Desktop Support Team.
In addition to troubleshooting, the Community Support Engineer will play a key role in enhancing our processes, identifying opportunities for service improvements, and ensuring a high standard of customer service.
Initially, focus will be on equipment deployment at our new diagnosis centre at Frimley Park Hospital, before transitioning into community support. We’re excited to welcome a proactive and dedicated team member to help us make a difference!

• Resolving technical faults for users allocated to the team in an effective and timely manner.
• Delivering a high degree of customer service for all relevant support queries and developing excellent customer relationships ensuring ongoing communications with users during fault resolution.
• Ensuring that all support calls and requests passed to the Team are dealt with appropriately and in accordance with defined policies and procedures, in accordance with service level agreements.
• Providing development service to install, setup and configure new IT equipment for users such as PC’s, printers, tablets, laptops and scanners for staff across the Trust sites.
• Part of on-call team to provide IT support out of hours.
• Developing and maintaining documentation of Digital Services processes.
  Please see Job Description for further information.
  Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
  Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.
  We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
  Frimley Health Trust benefits on Vimeo

IT Support

• Working as part of the Digital Services Desktop Support Team.
• Ownership of community support rota.
• Triaging incoming tickets and managing ticket queue.
• Owning technical escalations where customer expectations may need to be managed sensitively.

Project Work

• To participate in delivery of projects that have Digital Services Desktop components in accordance with project deliverable set by Project Management Office.
• Ownership of Desktop Support related project elements.
• As part of project work may be required to work across site to give support to priority projects.

General

• Achieve and demonstrate agreed standards of personal and professional development within agreed timescales.
• Work effectively in own team and as part of the whole organisation.
• Prioritise, organise and conduct own work effectively.