Job summary

An exciting opportunity has arisen for Senior Digital Support Engineer within the Digital Support team based in our Broughton HQ site, Preston.

Having experience of a fast-paced Service Desk environment, you will be part of a team assisting in the provision, maintenance and development of a comprehensive ICT Service Desk under the guidance of the Digital Support Manager in order to support departmental will support the Digital Support Manager by acting as Incident Manager when required to ensure that workload is assigned to the team efficiently and incidents are escalated to other ICT functional teams appropriately.

The successful applicant for this role will oversee the management of our knowledge database and conduct regular reviews and audits to ensure all information is relevant and up to date for both customer facing and internal support and procedures. Along with being an escalation point for the Service Desk and providing support and guidance to Digital Support Engineers and Digital Customer Service colleagues.

Hardware life cycle management is an important function of the service desk and this role will be responsible for end user desktop provision, working closely with key stakeholders and other functional terms within ICT to ensure this is delivered.

Main duties of the job

The post holder will be required to work with other functional teams regularly, attending NWAS sites over a wide geographical area to resolve incidents and attend meetings using Trust owned pool cars. You will be responsible for producing and reviewing procedures relating to NWAS ICT Systems and for overseeing the maintenance and management of a comprehensive customer facing knowledgebase.

You will need to ensure the propagation of your technical skills and knowledge to all members of the team to build adequate resilience within the ICT Service Desk team.

You will need to be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.

About us

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Job description

Job responsibilities

Please ensure you have read the full Job Description and Person Specification before applying for this role.

Person Specification

Qualifications

Essential

Educated to degree level in relevant area or equivalent industrial based qualifications such as MCSE/CCNA or equivalent appropriate professional experience supporting a complex infrastructure. Well proven practical experience of delivering IT services in an integrated Microsoft environment including Windows Server, Windows client, Exchange and Office. Experience in the use of IT in a knowledge-based organisation and in cross-team working. Experience of working with third parties, including outsource providers, to deliver quality IT services Proven working knowledge of Active Directory

Desirable

Experience in VMWare VSphere and VMWare VDi is desirable.

Skills

Essential

Ability to maintain confidentiality and deal with situations in a sensitive manner Able to communicate across wide demographic boundaries in an appropriate manner Respects and applies patient confidentiality at all times Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols Good understanding of the need for and value of systems and procedures and how to implement these effectively in a highpressure environment while maintaining an effective overview of potential technical risks before they become issues. Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies. Builds relationships and trust with 'customers', colleagues and suppliers in order to ensure quality services are delivered and maintained.

Desirable

Strong management, motivational and leadership skills

Knowledge

Essential

Proven experience in a minimum of 8 of the following technologies: o Windows 2012/2016 server o Windows 10 Client Active Directory Services IIS6/7 Server Proxy Servers SQL 2012/2016 Server MS Office 365 Industry-standard anti-virus Enterprise Solutions TCP/IP NAS/SAN Storage technologies LAN/WAN technologies

Desirable

Experience of: PowerBI SCCM Microsoft InTune Producing meaningful reports Understanding of KPI's & metrics CISCO Switches/Routers TCP/IP Industry-standard firewall technologies HTML/ASP/XML SMTP/E-Mail gateway security and management solutions VMWare

Personal Attributes

Essential

Good understanding of the need for and value of systems and procedures and how to implement these effectively in a highpressure environment while maintaining an effective overview of potential technical risks before they become issues. Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies. Builds relationships and trust with 'customers', colleagues and suppliers in order to ensure quality services are delivered and maintained Prioritises work of self and others Plans ahead for short, medium and long term Monitors own performance against key performance indicators. Handles many issues simultaneously. Ensures information systems support organisational priorities Analyses and interprets complex data and makes medium to long term decisions Works hard and achieves personal targets. Focuses on the task and is not deterred by minor setbacks. Looks for opportunities for self- development wherever possible Not deterred even by apparently serious difficulties Applies new concepts where solutions do not already exist Identifies when changes are needed and Implements change, selling the benefits Looks outside own area when suggesting new ways of working Looks at situations with a whole organisation perspective. Demonstrates a positive customer attitude on the telephone, in writing and face-to-face Tries to improve the commercial effectiveness of own area Regularly works as part of cross-Directorate teams Has expert knowledge of best practice in own field. Ability to travel between sites across Cheshire and Merseyside, Cumbria and Lancashire and Greater Manchester on a regular basis Be part of an on call team covering critical systems out of hours. Ability to respond to ICT on call incidents in a timely manner and travel to key sites to resolve issues.