Please Note: The application deadline for this job has now passed.
Job Introduction
IT Desktop & Field Engineer
Oldbury
£25,146 per annum
37.5 Hours Per Week
DHU Healthcare is a ‘not-for-profit’ community interest company providing a diverse range of services to the NHS frontline, including urgent and emergency care, primary care, out of hours services and NHS111. We care for patients across the West and East Midlands – a population totaling around 14 million. As a socially conscious organisation, we provide compassionate, high-quality care to our patients and offer a supportive work environment to our 2,500 DHU employees. If you would like to find out more about us, you can visit our website at Our profile: DHU Healthcare.
About the role
As an IT Desktop & Field Engineer, you will be primarily responsible for focusing on managing, maintaining, troubleshooting, and resolving issues relating to end user desktop, end user infrastructure environment, fixed telephony, and mobile telephony equipment at DHU locations.
The post holder will ensure that incidents raised via the IT Service Desk are resolved in a timely manner, including consulting with 3rd party partners to resolve incidents and problems on sites utilising partner organization equipment.
This is a hands-on role, so there will be plenty of opportunities to not just successfully project manage our workload, but to also be part of the requirements scoping, planning and delivery of the projects, whilst working towards DHU’s Values, behaviour's, and principles
We are always:
- Compassionate – we show kindness, consideration and understanding in everything we do – and demonstrate our caring nature to our patient, people, and communities.
- Accomplished – we are available day and night – a response, adaptable, professional NHS partner, providing the best advice, care, and treatment for every individual.
- Respectful – we recognise the value that individual and team difference bring – welcoming views, listening, being honest, and learning from others’ experiences.
- Encouraging – we believe everyone matters, so we inspire confidence in other – promoting ‘speaking up,’ fostering career-long learning and development, and supporting improvement ideas.
Responsibilities:
- To provide assistance and acting as the escalation point for the IT Service Desk for desktop, desktop infrastructure, fixed telephony, and mobile telephony incidents.
- Working in Desktop and Field engineer support capacities and working closely with 3rd party partners or colleagues to resolve incidents and problems. Where necessary 1st line support duties or IT Project work will be undertaken.
- To provide a high level of technical support across all areas of the DHU IT and Telecoms services.
- To deal with all hardware and software support for incidents or proactively.
- To respond to software or hardware installation requests.
- To manage, maintain and develop the desktop and mobile deployment utilities.
- To research, find root cause and solve problems independently when necessary.
- Ensure the CMDB and knowledge base is kept updated with fixes and useful information.
- To be included in the IT & Telecoms on-call rota as requested (providing out of core hours cover)
- To carry out regular operational checks and activity to proactively reduce the risk of incidents impacting the operation of the IT & Telecoms services. This will include taking backups, monitoring storage availability, carrying out preventative maintenance as identified by 3rd parties and responding to critical alerts from the Service Monitoring toolset.
- To strive to deliver in line with agreed Service Levels and escalate where necessary if this is not achievable.
- To maintain an accurate and timely record of all reported incidents, workarounds, and resolutions within the DHU Service Desk toolset.
- To provide high quality customer service using wherever possible non-technical language to reduce misunderstanding.
- To contribute to Disaster Recovery and Business Continuity planning and testing.
- Be aware of the regulatory requirements relating to staff working for the company.
- Ensure that the information technology and telephony systems are used in a safe, reliable, and consistent manner.
Essential Skills:
- 1st Line Service Desk experience
- Desktop and Field engineering experience
- Extensive experience of desktop hardware, operating systems and applications software including configuration, delivery, and installation
- Experience of Desktop Deployment server technology
- Experience of resolving end-user networking incidents
- Experience of telephony services
- Experience of applying the principles of ITIL
- Experience of working within an IT Service Desk environment providing 1st and 2nd line support
- Educated to NVQ Level 3 or equivalent in an IT related subject or equivalent gained through specific relevant experience.
- Excellent verbal communication skills, specifically able to communicate technical information in simple language to staff.
- Ability to investigate technical requirements and solutions and prepare technical feasibility ensuring compliance with standards and regulations.
- Proven experience of workload planning and delivery of key targets within a service environment
- Significant desktop and laptop fault finding and diagnosis.
- Extensive knowledge of Microsoft desktop operating systems, Microsoft Office, and Internet services
- Able to travel between DHU sites to provide IT services, specifically ability to drive.
Desirable Skills:
- ITILV2/V3 Foundation
- Mitel Certification or equivalent gained through specific relevant experience.
- VOIP knowledge
- Knowledge and experience of the use and administration of Advanced Health and Care’s Adastra
- Knowledge and experience of the use and administration of Mitel Telephony and Applications
- Experience of working within the Health and Social Care sector, ideally experience of the working within the NHS.
- Basic understanding of NHS IGSoC
In return, we can offer:
Joining DHU means you will receive some great benefits. This will include access to the NHS pension scheme – alongside a generous annual leave allowance that grows with your length of service or recognises your existing NHS commitment. We provide an incremental sick pay scheme and family friendly policies like maternity and paternity pay that match the NHS offer, alongside working enhancements including an additional 30 - 45% of annual salary for unsociable hours benefit (earning potential will vary on shift days / times). We will also support your health and wellbeing - with complementary Westfield Health Insurance membership which covers basic costs like your dental care, glasses, physiotherapy, chiropody and many more.
At DHU Healthcare, we are committed to fostering an environment where Equity, Diversity, Inclusion, and a strong sense of Belonging are not only celebrated but actively promoted. We believe that every individual, regardless of their background, deserves the right to access quality healthcare services and to be treated with respect and dignity. Our commitment to Equity, Diversity, Inclusion, and Belonging is at the heart of everything we do, from patient care to our organisational culture.
