IT Service Desk

Job overview

• Permanent Contract
• Band 5, NHS Agenda for Change £24,892 - £24,157
• 37.5 hrs per week

Our service desk is in the process of expanding our operational hours to better meet the needs of our staff. This will involve working a rota covering 7am to 7pm on weekdays and working 9am to 5pm at the weekends. It’s likely this weekend working will only be required once in every 8 weeks. This comes with several benefits including enhanced pay and additional annual leave entitlement (on top of the standard 27 days leave per year).

If you are a current SECAmb employee, by applying for this position, if successful you will move to the terms and conditions associated with the post. Any unsocial hours payments will be paid under the Section 2 agreement of agenda for change. Section 2 unsocial hours will need to be claimed via your monthly timesheet. More information regarding Section 2 can be found in the Agenda for Change handbook and on the our dedicated Section 2 page on The Zone.

Main duties of the job

Working in the front line of IT support, our IT Support Engineers must be totally customer-focused, providing a friendly and professional customer experience for internal and external customers.

Working for our organisation

• New NHS employees will be eligible to join the NHS Pension Scheme 
• A minimum 27 days' holiday each year, increasing after 5 years’ service
• Personal and professional development and training opportunities.
• Salary Sacrifice schemes for cars or push bikes
• Access to occupational health and counselling services
• Award winning wellbeing hub
• Back up buddy App
• Access to NHS discounts, offering NHS employees a range of money-saving deals

Detailed job description and main responsibilities

You will be responsible for handling technical support calls from Trust staff as well as progressing all new requests logged through the self-service portal, from initial triage through to resolution or escalation.

You will need to have a minimum of 2 years’ experience working in a technical support environment with knowledge of:

• Customer service best practices
• Service Desk procedures (technical procedures provided)
• Microsoft Office 365 administration
• Active Directory
• Microsoft OS Support

Please refer to the Job Description document for a full list of responsibilities.

Person specification Experience  Essential criteria

• 2 years in an IT support team

Desirable criteria

• 3+ years experience

Skills and Knowledge Essential criteria

• AD, O365, Microsoft OS skills

Desirable criteria

• Customer service/service desk best practice