Desktop Support Engineer Job Summary
This role involves providing technical support to clinicians and executives across multiple hospital sites. As a Desktop Support Engineer, you will be responsible for maintaining BAU, clearing aged tickets, and delivering small but visible improvements before handover.
Key Responsibilities:
* Own incidents and requests to SLA using ITIL practice for incident, problem, change, and knowledge management.
* Build, configure, upgrade, and decommission Windows endpoints to SOE/MOE standards.
* Administer Intune or MECM for enrollment, policy, and application deployment.
* Support VIPs and senior leaders with calm, proactive communication.
* Ensure printers, desktop telephony, and meeting rooms are running smoothly.
* Maintain tidy tickets, accurate asset records, and short, reusable knowledge articles.
* Assist with relocations and small rollouts while keeping BAU green.
* Work safely in clinical areas and follow site access and security rules.
Success Metrics in Six Weeks:
* P1/P2 SLA compliance back on target for your sites and the aged queue materially reduced.
* Three to five concise knowledge articles published for repeat issues.
* One contained improvement shipped (e.g., print queue clean-up, Intune compliance uplift for a device cohort, or a refreshed SOE app set for a ward).
* Clear handover notes so the team can sustain momentum.
Requirements:
* Senior desktop support experience in large or multi-site environments.
* Strong Windows endpoint skills, SOE/MOE, and lifecycle management.
* Hands-on Intune or MECM, plus AD/Entra ID and Microsoft 365 admin.
* ServiceNow (or similar) with disciplined ticket and stakeholder comms.
* Confidence with boardrooms/exec support, AV, and Teams Rooms.
* Solid network basics (DNS, DHCP) and a current driver's license for site travel.
Benefits
The successful candidate will have the opportunity to work in a dynamic and fast-paced environment, with a strong focus on delivering excellent customer service and supporting the growth and development of our teams.
As a Desktop Support Engineer, you will have the chance to work closely with clinicians and executives, developing a deep understanding of their needs and priorities.
Our team is committed to continuous learning and professional development, with regular training and opportunities for growth and advancement.