Job Description

Band 6

Main area

Senior Desktop Engineer

Grade

Band 6

Contract

Permanent

Hours

Full time - 37.5 hours per week (8-16:30 / 9:00-18:00 rotation)

Job ref

343-NN-7137406-HM-FM-S

Site

St Helier Hospital

Town

Carshalton

Salary

44,485 - 52,521 per annum, pro rata, including HCAS (outer)

Salary period

Yearly

Closing

21/07/2025 23:59

At Epsom and St Helier Hospitals, above all we value respect. We put respect at the heart of all we do, by living up to our shared behaviours of kindness, professionalism, positivity and teamwork. This enables us to provide great patient care and make ESTH a great place to work. When you sign up to work with us, you sign up to this and we welcome applicants who share our values.

Job overview

Senior Desktop Engineer






The Senior Desktop Engineer is responsible for leading a team of Desktop Support Engineers to provide a high-quality, professional 1st, 2nd, and 3rd line desktop support service across GESH and Trust sites. The role involves ensuring all support requests are accurately logged, resolved efficiently, and that users receive timely updates. The post holder will oversee desktop support operations, contribute to ICT policies, manage projects, and ensure the stability of IT services.


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The role requires strong technical expertise, leadership skills, and a commitment to delivering excellent customer service. The post holder will play a key role in developing the team, managing workloads, and driving continuous service improvement.

Main duties of the job

Key working Relationships

Internally the postholder will develop effective working relationships with:

Director of ICT

- Reports directly and collaborates on strategic ICT initiatives.

Desktop Support Engineers

- Directly manages and provides guidance to ensure efficient ICT support.

Service Desk Team

- Works closely to ensure seamless issue resolution and escalation procedures.

Infrastructure and Network Teams

- Collaborates on system stability, security, and maintenance.

End Users (Staff & Stakeholders)

- Ensures high-quality support and service delivery.

Third-Party Vendors & Suppliers

- Manages contracts, and external support services.

IT Security & Compliance Teams

- Ensures alignment with security policies and regulatory requirements.

Project Managers

- Supports ICT projects and technology implementations.

Senior Management & Department Heads

- Engages with leadership to align ICT support with business needs.

Working for our organisation

We currently have a team of six desktop engineers who operate across Trust and community sites. Their collaboration with other ICT teams fosters a strong team dynamic, contributing to efficient operations and effective support

Detailed job description and main responsibilities

The Senior Desktop Engineer plays a pivotal role in ensuring reliable, secure, and user-focused IT services that directly support the delivery of high-quality patient care and operational efficiency across the Trust. The following key aspects highlight what needs to be achieved in this post:



1. Leadership & Team Development


Build and sustain a high-performing desktop support team. Inspire a culture of continuous learning, respect, accountability, and collaboration. Support team wellbeing and professional development aligned with Trust values.

2. Service Excellence


Ensure timely and effective resolution of IT issues to minimise operational disruption. Consistently meet or exceed SLAs for incident and service request management. Deliver an outstanding end-user support experience, ensuring users feel valued and supported.

3. Operational Efficiency


Streamline support processes and introduce automation where feasible. Contribute to system upgrades, migrations, and technology refresh programmes. Identify areas for improvement through regular service reviews and implement solutions.

4. Strategic Contribution


Align desktop support operations with the Trust's wider digital transformation and infrastructure plans. Participate in planning and implementation of new IT initiatives, ensuring desktop services are well-integrated and sustainable.

5. Compliance & Governance


Ensure adherence to Trust and NHS policies, including those relating to data protection, information security, and health & safety. Support audits, maintain accurate documentation, and manage risks related to desktop services.

6. Cross-functional Collaboration


Act as a liaison between the desktop support team, other ICT functions, clinical departments, and third-party suppliers. Facilitate effective communication and problem resolution across departments.

Person specification

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Qualifications, Training and Experience

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Essential criteria

Good general education Good general level of numeracy and literacy (This would typically include GCSE's in English and Mathematics or equivalent standard) Microsoft MCDST or equivalent knowledge Prince 2 (foundation level minimum) Azure AD ##

Desirable criteria

Information and Technology qualification ITIL qualification or equivalent knowledge Leadership Experience Evidence of continued professional development. #

Experience

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Essential criteria

Previous experience of 2nd line technical support within a service desk environment Knowledge of incident management software, particularly IVANTI, ##

Desirable criteria

Broad NHS knowledge

Your application

: Please ensure that you have read the job description and person specification and that your supporting statement reflects these, as your application will be assessed and scored against these criteria.

References

: You will be required to provide 3 years of employment/educational history. We

do notaccept references from personal email addresses such as Hotmail, Gmail etc. therefore please ensure you are providing professional working email addresses within your application form. If you are unable to provide professional email addresses and are invited to an interview, please ensure you advise the interviewers of this - otherwise, this may delay your pre-employment checks.

Closing date

: In order to streamline recruitment within our Trust, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.

Shortlisting

: You will only be contacted via e-mail/SMS by the SWL Recruitment Hub if you are successfully shortlisted for this post. Please ensure that you check your Trac registered e-mail regularly.

DBS

: We are committed to safeguarding children and adults who are at risk of abuse. As such, if this post will have access to children or vulnerable adults, you will be required to undertake an Enhanced Disclosure and Barring Service check. However, all employees have a responsibility for safeguarding children and vulnerable adults in the course of their duties and for ensuring that they are aware of the specific duties relating to their role.



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Disability Advice Line:

SWL Recruitment Hub is committed to promoting equity and equal opportunities for individuals with disabilities. We believe that greater diversity and inclusion will lead to an even more positive impact on the people we serve. For support with job opportunities and reasonable adjustments contact our

Confidential Disability Advice Line at:

Telephone: 02082963786

Text: 07501066267

Email: esth.dal@nhs.net.

Our confidential answering service is available after 5pm.
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Employer certification / accreditation badges

Applicant requirements

You must have appropriate UK professional registration.


The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.