Go back Guy's and St Thomas' NHS Foundation Trust

End User Technology Desktop Support Engineer

The closing date is 28 September 2025

Guy's and St. Thomas' Foundation Trust are looking to recruit four additional End User Technology Desktop Support Engineer to support all London sites.

We provide IT services to two large NHS hospitals (Guy's and St. Thomas'), various satellite units and community based PCTs. This service supports over 20,000 users based in various locations in and around London.

Note: Previous unsuccessful applications within the last 3 months need not apply.

Main duties of the job

The End User Technology Desktop Engineer is responsible for maintaining the communication channels with the customer and the IT department and providing the 2nd line support which includes troubleshooting and resolving issues within their remit.

The Engineer is responsible for responding to incidents and requests reported to the team from multiple channels (phone, email, self service and in person) and the life cycle management of incidents, queries and problems, including directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user's details, problems and resolutions and other pertinent information in the log.

The Engineer will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to assisting keep the hospital running.

They will also need to be an excellent communicator who can support our users in a friendly, open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.

The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust. This role also includes working at the IT TechZone where users can come to get support including receiving hardware.

About us

The Directorate provides services and products that are used across the Trust. We work closely with the South East London Integrated Care System, and especially with our partners in Kings Health Partners (KHP), Kings College Hospital (KCH), King's College London (KCL) and the Royal Brompton & Harefield NHS Foundation Trust (RBH). This will be formalised into a shared service operating model that will be deployed across GSTT, KCH and RBH

Job responsibilities

Further information on the role and its requirements can be found in the attached job description and person specification documentation

Person Specification

Education / Qualifications

• Degree in an IT specialism or equivalent relevant technical experience
• Other recognised ICT qualification
• ITIL v3 Foundation

Experience

• Relevant experience of working in a service management focused environment maintaining service in line with Service Level Agreements
• Experience in effectively supporting a large scale, complex IT&T environment.
• Proven technical abilities in the key areas of End User Technology as detailed above
• Experience in the use of Service Management systems (Incident, Change, etc)

Knowledge

• Knowledge and demonstrable technical skills in: Active Directory administration
• Practical knowledge of Microsoft Office Suite (Word, Excel, Visio, PowerPoint, Project)
• Desktop and laptop PC hardware, Handheld and mobile devices and Printer and multi-functional device hardware maintenance
• Understanding of the ITIL Framework
• Understanding of Service Management Systems
• Able to prioritise workloads and resource them in response to changing demands and requirements
• In depth knowledge and demonstrable technical skills

Skills

• In depth Knowledge of Windows 10 Desktop Operating System
• Able to deal with staff, customers and suppliers at all levels
• Able to plan and own a task through to completion
• The ability to work in a fully flexible working environment
• Able to work independently and on own initiative
• Flexibility is essential as taking part of on call out of hour's rota is necessary to support the needs of the business.
• Passion for new emerging Technologies
• Strong customer focus and excellent communication skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Guy's and St Thomas' NHS Foundation Trust

Address

St Thomas' Hospital - Education Centre

Guys and St Thomas' Education Centre75-79 York Road

£37,259 to £45,356 a yearp.a. inc HCA (pro rata)

Contract

Permanent

Working pattern

Full-time

Reference number

196-COF10902-Y

Job locations

St Thomas' Hospital - Education Centre

Guys and St Thomas' Education Centre75-79 York Road