Technology Service Desk Engineer

Technology Service Desk Engineer

Epsom/Hybrid | Technology | Permanent | Full Time

Competitive salary, depending on experience

37.5 Hours

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.  

Do you have a passion for technology and a drive to make a difference in healthcare? Are you relentlessly getting to the bottom of how things work and solving problems at the core? Join Nuffield Health, where your expertise as a will play a vital role in transforming how technology services are delivered to our patients, members, and customers. We provide you with the support and opportunities to build a rewarding career while making a positive impact on people's lives.

As a Technology Service Desk Engineer reporting to the Service Desk Manager, you will be part of a dynamic team responsible for providing exceptional support services to our organisation. This role isn't a standard Service Desk role just logging tickets, but about using your technical ability to push to automate and streamline the support we deliver to the charity. This is an exciting opportunity to contribute to the revolution of technology support services and enhance the efficiency and productivity of our employees, ultimately improving patient care.

As our Technology Service Desk Engineer, you will:

• Provide timely resolution of technology support incidents and service requests, ensuring adherence to defined service level agreements (SLAs).

• Troubleshoot and resolve hardware, software, and network-related issues for our customers.

• Collaborate with technology teams to solve complex problems at the core and provide scalable technological solutions. The role will involve both the triage and resolution of incidents as a hybrid between 1st and 2nd line to ultimately automate the repetitive tasks and focus on complex issues, enhancing your technical abilities.

• Deliver outstanding customer service, demonstrating empathy, patience, and effective communication skills.

• Maintain a high level of professionalism and ensure customer satisfaction throughout the support process.

• Continuously strive to enhance the end-user experience and exceed their expectations.

• Utilise IT service management principles and processes to deliver efficient and effective service delivery.

• Follow best practices and standard operating procedures in incident management, problem management, and change management.

• Contribute to the improvement of support processes and procedures for a newly formed team.

• Collaborate with cross-functional teams to resolve complex technical issues and fulfil service requests.

• Share knowledge and expertise with team members through documentation, training, and mentoring.

• Stay up to date with emerging technologies and industry trends to enhance technical skills and contribute to innovative solutions.

• Identify opportunities to automate and streamline support processes, improving efficiency and productivity.

• Actively participate in continuous improvement initiatives, suggesting ideas and implementing process enhancements.

• Contribute to the development and maintenance of a knowledge base for self-service support.

As our Technology Service Desk Engineer, you will bring:

• A bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent work experience.

• Proven experience in a technology service desk or support role, providing second-line technical assistance to end-users. Coding and scripting would be a bonus

• Strong understanding of service management principles and ITIL framework.

• Familiarity with ITSM platforms, ideally ServiceNow to use the tool and help us improve it.

• Excellent problem-solving and analytical skills, with the ability to prioritise and manage multiple tasks effectively.

• Exceptional interpersonal and communication skills, with the ability to interact with diverse stakeholders.

• A passion for delivering outstanding customer service and exceeding expectations.

• Ability to adapt to changing priorities in a fast-paced, dynamic environment.

• Continuous learning mindset and a desire to stay updated with the latest technology trends.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what's important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.

Apply today… It starts with you.