IT Service Desk Field Engineer

Do you have experience working to ITIL best practices and a focus on service improvements? If so, join Elysium Healthcare as an IT Service Desk Field Engineer covering the Staffordshire/Midlands services.

As an IT Service Desk Field Engineer, you will be an advocate of the IT team at a number of assigned Elysium sites, ensuring a high standard of IT services are provided.  You are the interface between the site and the IT service delivery team, as well as other IT support teams.

Your focus is to resolve incidents locally and work with the business stakeholders and IT team to develop the IT services on site. You will play a critical role in enabling Elysium Healthcare to effectively use technology to achieve its business objectives and deliver high-quality healthcare services to its patients and service users.

As the IT Service Desk Field Engineer, you will be:

• Supporting the allocated sites in your region on a day-to-day basis, arranging site visit schedule with your hospital directors based on business need, ensuring all sites in your region receive the right amount of onsite IT care.
• Approaching these visits proactively with the aim of reducing ticket volumes, and use the information in Sysaid ITSM to judge when the schedule needs to be adjusted to reduce the number of incidents or requests at a given site. Work with other IT teams to resolve incidents on site and make suggestions on continuous improvements.
• Developing and maintaining close working relationships with the Regional Operations Directors, Hospital Directors and other business stakeholders at each site within your region.
• Providing an IT escalation point for all the sites within your region, and proactively manage those escalations to speedy successful resolution.
• Supporting IT team on change projects such as new hospital acquisitions, site expansions or reconfiguration, as well as IT migrations  and installations.
• Ensuring all IT issues and requests are correctly logged in Sysaid ITSM, updated, and closed in a timely manner. To prioritise site down, escalations and critical tickets when required.
• Adhering to the change enablement process and work with the business stakeholders to engage with and understand the value of this process. This includes being aware of any third party providers who are visiting site to undertake work.
• Ensuring all new hardware assets, and replaced or broken hardware assets are correctly reported, logged, and managed.
• Ensuring you are up to date with all Elysium systems, applications, and technologies and to know which teams and staff support each of those systems.
• Working with our Elysium teams collaborating to ensure support is provided to user base.
• Ensuring Elysium provided cable specification for data cabinets and wiring is followed.
• Working with Elysium third parties and necessary Elysium IT teams for systems requiring connection to WAN/LAN/VLAN, ie, Trakka Key Cabinets, Paxton door access, CCTV, managed printers, SDWAN etc.
• Providing onsite support to sites outside of your own region as required for holiday cover for other field engineers.

To be successful in this role, you will need:

Main technical skills:

• Strong knowledge of Windows 10 and endpoint management
• Microsoft 365 understanding
• Solid networking experience and troubleshooting(incl LAN,WAN)
• Experience managing and troubleshooting WIFI and acces points
• Active Directory management
• Printers
  

Desirable certifications:

• Windows Client (MS-100)
• Managing Modern Desktops (MD-101)
• CompTIA Network +
• ITIL 4 Foundation
• RITTech at the BCS chartered institute
• Professional approach towards duties and colleagues
• Very strong communication and interpersonal skills
• Strong problem-solving skills.
• Time management and multitasking ability
• Strong focus on customer experience
• Experience working to ITIL best practices and a focus on service improvements
• Ability to work well under pressure and manage competing priorities.
• Ability to work collaboratively as part of a team and build effective working relationships with colleagues and partners.

What you will get:

• An annual salary of up to £36,000 D.o.E
• The equivalent of 33 days annual leave –( inc Bank Holidays) plus your birthday off!
• Wellbeing support and activities to help you maintain a great work-life balance.
• Career development and training to help you achieve your career goals.
• Pension contribution to secure your future.
• Life Assurance for added peace of mind.
• Enhanced Maternity Package so you can truly enjoy this special time.

There is also a range of other benefits including retail discounts, special offers and much more.

About your next employer:

You will be working for an established, stable and agile company with over 8,000 employees and a unique approach to the delivery of care. With a network of over 90 services across England and Wales covering Mental Health, Neurological, Learning Disabilities & Autism, Children & Education, there is opportunity for you to grow and move. 

Elysium Healthcare is part of Ramsay Health Care with a global network that extends across 10 countries and employs over 86,000 people globally. 

Elysium Healthcare follows safer recruitment of staff for all appointments and is a Disability Confident employer, committed to inclusive and accessible recruitment. It is a requirement that all staff understand it is each person’s individual responsibility to promote and safeguard the welfare of service users. All candidates will be subject to a DBS disclosure.